Kassandra Townsend

• Efficient time management to effectively ensure that there is time for training and projects
• Based on business needs assist employees and call flow
• Worked different stations to provide optimal coverage and meet production goals.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Developed effective improvement plans in alignment with goals and specifications.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Provide additional training for current employees to Tier 1 troubleshooting.

• Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
• Tracked attendance and evaluated progress for assigned trainees.
• Prepared and presented supplementary learning material to support structured lessons.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Coached employees on best practices, providing constructive feedback to support their professional growth.

• Worked effectively in fast-paced environments.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Identified issues, analyzed information and provided solutions to problems.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Handled customer inquiries and suggestions courteously and professionally.

• Manage, prepare, and organize financial documentation for IRS
• Research and book truck loads
• Make high dollar financial decisions
• Constant communication with driver and dispatcher
• Responsible for Exchange accounts and training for use
• Keep inventory of software licenses and uses.

• Process IT requests and provide end user support to resolve issues
• Responsible for building customer knowledge base documents
• Provided professional technical services and support on-site, via phone, and email in a dynamic work environment.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Delivered services to customer locations within specific timeframes.

• Maintains inventory of all equipment, software and software licenses
• Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
• Engaged in continuous professional development opportunities to stay current with industry trends and advancements.