Kassandra Jackson
Cibolo
Summary
Dynamic Customer Service Representative with exceptional oral and written communication skills, complemented by strong active listening and analytical problem-solving abilities. Committed to enhancing customer experiences through service-oriented behaviors, a deep understanding of customer needs, and the delivery of tailored solutions that foster loyalty. Recognized for organizational skills and reliability, adept at managing multiple priorities to achieve team objectives efficiently. Passionate about driving customer satisfaction and contributing to a positive team environment.
Overview
20
20
years of professional experience
Work History
CRM Specialist
Progressive Auto Insurance
San Antonio, TX
03.2025 - Current
- Developed and optimized customer segmentation strategies to enhance targeted marketing efforts.
- Implemented CRM tool enhancements to improve data accuracy and user experience.
- Analyzed customer feedback trends to inform service improvements and product offerings.
- Trained team members on CRM best practices, fostering a culture of continuous learning.
- Monitored CRM performance metrics, identifying opportunities for process optimization and efficiency gains.
Spectrum Retention Specialist
Spectrum
Austin, Texas
08.2018 - 03.2025
- Actively and consistently support all efforts to simplify and enhance customer experience.
- Establish and maintain high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques.
- Respond to inbound retention calls promptly and efficiently as outlined by required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
- Ability to learn and master order processing within billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to retention function.
- Analyzed customer feedback to identify retention opportunities and enhance service delivery.
Mental Health Tech
Rescare Georgia Center for Youth
05.2016 - 03.2017
- Coordinating mental health care services, assisting in patient assessment, monitoring and documenting care
- Escorting patients and identifying personal needs of patients
- Care for clients, supervise, monitor and transport clients
- Maintain records and file documents.
- Record patient behavior and provide safe supportive environment for patients
- Provide and record patient medications, assisting in daily activities.
- Assistance in maintaining daily routines while children and adolescents are hospitalized in residential program
- Providing skills and support to enable clients to regain coping program.
- Prevent further disability, creating therapeutic milieu to facilitate healing.
- Managed over 50 clients weekly with medication management, scheduling , and follow ups.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Ability to type 40 wpm
- Performed scheduled patient safety checks and documented results to establish patients' well-being
Surgical Tech Student
Houston County Medical Center
Houston, TX
08.2014 - 12.2015
- Plan, organize and supervise functions of organization that require initiative, judgment comprehensive knowledge in solving complex administrative and management problems.
- Responsible for review of written quality inspection procedures for adequacy, evaluations, implementation and effectiveness of quality/inspection systems
- Perform documentation and Quality Control Inspections (QCI) tasks.
- Complete surgical scrub, Setup and organize sterile field.
- Address surgeon demand needs and increased employee productivity monthly
- Properly pass instruments, equipment, and supplies to surgeon and other sterile members
- Provide and maintain visualization of surgical site through retraction of tissue or manipulation of endoscope.
- Perform proper counts of surgical instruments, needles, blades and sponges
- Applies sterile dressing to wounds.
- Document and follow up with 30-40 initial physician request.
- Gained extensive knowledge in data entry, analysis and reporting.
Assembly Line Worker, Shipping and Receiving Clerk
Perdue Farms Inc
03.2009 - 10.2012
- Identifies materials, visually inspects, compares with accompanying documentation
- Receives, ships, unloads, and processes incoming shipments using Material Handling Equipment
- Debone, ensure quality of products/ merchandise, maintain safety and USDA approved regulations of merchandise
- Assemble and production, skin puller, line loader, tender puller, trimmer, and quality control inspector.
- Disassemble equipment as necessary to properly clean, clean production areas, equipment, and floors to level acceptable to
- USDA and Perdue Q.A
- Ability to use high-pressure hoses and chemicals.
- Trained in chemical usage safety and lockout / tag-out procedures
- Packaged close to 100 packages weekly with labels and stamps.
- Adhere to all safety requirements including PPE, preventing and reporting unsafe acts and conditions, Lockout-Tagout procedures, and Process Safety
- Follow instructions given by your supervisor
- Uses Radio Frequency (RF) handheld devices to determine picks and pulls unloading and loading trucks.
- Specialized experience must include performing receipt, storage, issue, and replenishment of technical equipment, office furniture, office machines, and/or other nonexpendable property and a wide variety of supplies
- Utilizing supply regulations, policies, and procedures, and automated supply systems
- Verify various codes and items information, check calculations, assemble appropriate order document control forms
- Distributing documents to appropriate personnel
- Provide procurement support work throughout procurement cycle by processing amendments and modifications, and monitoring status of deliveries.
- Reconciling invoices for payment.
Mental Health Tech
Macon Behavioral Health System
01.2008 - 08.2008
- Coordinating mental health care services, assisting in patient assessment, monitoring and documenting care
- Escorting patients and identifying personal needs of patients
- Ensure safety and welfare of children and adolescents served.
- Care for clients, supervise, monitor, and transport clients
- Record patient behavior and provide safe, supportive environment for patients.
- Provide and record patient medications and assist in daily activities
- Assistance in maintaining daily routines while children and adolescents are hospitalized in residential program.
- Performed skills and support to enable clients to regain coping abilities
- Ability to comprehend instructions, short correspondence, memos, ask clarifying questions to ensure understanding.
- Prevent further disability, creating therapeutic milieu to facilitate healing.
- Scheduled close to 50-100 patient appointments weekly.
- Document behavior and interactions with group members and respond to emails, chats or messages.
Warehouse Worker
Wal-Mart Supercenter
02.2006 - 01.2008
- Knowledge of overall warehousing storage management plan
- Accept warehousing methods, procedures, and techniques to select proper storage locations.
- Provide warehouse materials and assemble items for shipment in accordance with shipping requests, heights, widths, and weights
- Place items and stack pallets in bin and bulk locations to prevent tripping, crushing, or other damage.
- Knowledge of loading methods to ensure that materials are loaded on carrier in such manner as to prevent damage during transport and expedite handling.
- Responsible for document processing and verification of quantity and condition of materials and equipment handled.
- Plan and participate in warehouse operations and activities
- Pick, pack, stow warehouse
- Maintained safe, clean, secure conditions.
- Pick correct items by national stock number and quality
- Pack various merchandise for delivery
- Prepare packages for shipping according to established procedures
- Stow packages after being received.
- Electronic sales associate inventory, unpack and stock merchandise
- Cashier, supervise department and ensure great customer service
- Greeting customers, locating products, price-checking items, and organizing store shelves
- Displayed and answer customer questions about policies, services for conflict resolution.
- Assist with troubleshooting and promoting sales of products.
- Increased productivity and performance ratings 10% .
Education
Bachelor of Arts - General Studies
Southern New Hampshire University
Hooksett, NH12-2024
High School Diploma - undefined
Robert M Shoemaker High School
Killeen, TX06-2002
Skills
- Customer Service
- Written and Oral Communication
- Customer Resolution
- Microsoft Outlook, Excel, Word
- Attention to Detail
- Adapt to Change
- Team Player
- Flexible
- Inbound and Outbound Calling
- Office Administration, telephone, fax
- Customer retention strategies
Timeline
CRM Specialist
Progressive Auto Insurance
03.2025 - Current
Spectrum Retention Specialist
Spectrum
08.2018 - 03.2025
Mental Health Tech
Rescare Georgia Center for Youth
05.2016 - 03.2017
Surgical Tech Student
Houston County Medical Center
08.2014 - 12.2015
Assembly Line Worker, Shipping and Receiving Clerk
Perdue Farms Inc
03.2009 - 10.2012
Mental Health Tech
Macon Behavioral Health System
01.2008 - 08.2008
Warehouse Worker
Wal-Mart Supercenter
02.2006 - 01.2008
High School Diploma - undefined
Robert M Shoemaker High School
Bachelor of Arts - General Studies
Southern New Hampshire University