KASANDRA BUNKLEY
North Las Vegas,NV
Summary
Dedicated and results-driven Family Services Specialist II with experience managing high-volume caseloads, conducting eligibility determinations, and supporting families through complex systems. Proven ability to improve processing efficiency, maintain compliance, and deliver client-centered solutions that drive measurable outcomes.
Overview
14
14
years of professional experience
Work History
Family Service Specialist II
State of Nevada
Las Vegas, NV
04.2023 - 09.2025
- Managed caseload of 75–120 clients; maintained 95%+ accuracy; improved processing efficiency by 15–20%; supported 100+ families annually.
- Provided exceptional customer support, resolving inquiries and enhancing client satisfaction.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
Customer Service Agent
Zappos
Las Vegas, NV
10.2019 - 03.2023
- Handled 60–80 daily interactions; achieved 90%+ satisfaction; resolved 85% issues first contact.
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Streamlined order processing, enhancing efficiency in handling customer transactions.
Customer Care Supervisor
UPS
Henderson, NV
10.2016 - 10.2019
- Led 10–20 reps; improved efficiency by 15%; reduced escalations by 20%.
- Trained and mentored team members on effective customer service techniques and problem resolution strategies.
- Supervised daily operations ensuring adherence to quality standards and customer satisfaction.
Business Customer Service Rep
Sprint
Henderson, NV
03.2017 - 08.2017
- Managed 50+ accounts weekly; maintained strong retention and satisfaction.
- Developed strategic plans to improve service delivery and client satisfaction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Contract Generator
SolarCity
Henderson, NV
01.2015 - 01.2015
- Processed 20–30 contracts weekly; reduced errors by 15%.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
Direct Support Manager
REM Nevada
Las Vegas, NV
01.2012 - 01.2015
- Supervised 8–12 staff; ensured full coverage; managed payroll and care plans.
- Led team in developing individualized care plans for clients with diverse needs.
- Trained and mentored staff on best practices in direct support services.
Education
No Degree - Criminal Justice
University of Nevada
Las Vegas12-2027
Skills
- Case Management & Client Advocacy
- Eligibility Determination
- Crisis Intervention
- Regulatory Compliance
- Data Management
- Customer Experience
- Team Leadership
- Process Improvement
- Follow-up skills
- Customer relationship management (CRM)
- Problem resolution
Timeline
Family Service Specialist II
State of Nevada
04.2023 - 09.2025
Customer Service Agent
Zappos
10.2019 - 03.2023
Business Customer Service Rep
Sprint
03.2017 - 08.2017
Customer Care Supervisor
UPS
10.2016 - 10.2019
Contract Generator
SolarCity
01.2015 - 01.2015
Direct Support Manager
REM Nevada
01.2012 - 01.2015
No Degree - Criminal Justice
University of Nevada