Summary
Overview
Work History
Education
Skills
Timeline
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KASI LONG

Staunton,VA

Summary

Experienced Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

15
15
years of professional experience

Work History

Customer Loyalty Supervisor

SimpliSafe
07.2023 - 01.2024
  • Increased customer retention rates by developing and implementing effective retention strategies.
  • Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
  • Championed a customer-centric culture, instilling a strong focus on delivering outstanding service and support across the entire department
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
  • Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.

Global Client Services Representative

CFA Institute
08.2021 - 07.2023
  • Developed and strengthened relationships with candidates over the phone and online by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided high levels of customer service by focusing on team metrics and KPIs, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
  • Implemented effective upselling strategies during client interactions, driving higher revenue growth for the organization.
  • Utilized Salesforce for planning, tracking, and reporting

Production and Inventory Planner

WorldStrides
11.2018 - 08.2021
  • Ensured timely order fulfillment by diligently monitoring stock levels and coordinating with internal teams for quick replenishment.
  • Handled day-to-day shipping and receiving overseeing more than 1200 packages per day.
  • Streamlined inventory management process by implementing efficient tracking and forecasting systems.
  • Improved supplier relationships by fostering open communication and negotiating favorable terms.
  • Optimized storage space utilization with thoughtful planning and layout adjustments, maximizing warehouse efficiency.


Marketing Coordinator & Event Planner

WorldStrides
04.2015 - 11.2018
  • Supported sales team efforts by creating persuasive sales collateral that clearly communicated product benefits.
  • Distributed incoming leads to appropriate sales channels
  • Improved website traffic with the implementation of SEO best practices and keyword research.
  • Streamlined internal communication processes, resulting in more efficient project management.
  • Facilitated productive trade shows, leading to increased lead generation and brand exposure.

Inside Sales Leader

nTelos
10.2008 - 01.2015
  • Supported a high performing inside sales team to meet and exceed a variety of performance goals, including monthly sales quotas, Net Promoter Score, and CSAT through effective coaching.
  • Participated in community events to promote the company, increase brand awareness, sales, and revenue.
  • Resolved complex issues by providing innovative and creative solutions to customer escalations.
  • Enhanced overall team productivity by conducting regular performance reviews and setting clear expectations for each member.
  • Evaluated and optimized sales scripts to maintain relevance in response to market changes, resulting in a higher conversion rate.

Education

B.A. In Business Administration -

Mary Baldwin University
Staunton, VA
05.2002

Skills

  • MS Office applications
  • WFM
  • Salesforce
  • Oracle Netsuite
  • Supervision and leadership
  • Quality Assurance
  • Critical Thinking
  • Excellent Communication
  • Team building
  • Relationship Building
  • Problem-Solving
  • Wordpress

Timeline

Customer Loyalty Supervisor

SimpliSafe
07.2023 - 01.2024

Global Client Services Representative

CFA Institute
08.2021 - 07.2023

Production and Inventory Planner

WorldStrides
11.2018 - 08.2021

Marketing Coordinator & Event Planner

WorldStrides
04.2015 - 11.2018

Inside Sales Leader

nTelos
10.2008 - 01.2015

B.A. In Business Administration -

Mary Baldwin University

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KASI LONG