Kassandra Urgell
Brownsville,USA
Summary
Management professional with strong track record in driving organizational success. Skilled in strategic planning, process optimization, and resource management. Known for fostering team collaboration and delivering results in dynamic environments. Highly adaptable, reliable, and focused on achieving operational excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
CERTIFIED LEAVE MANAGEMENT SPECIALIST
CVS Health
04.2023 - Current
- Provided compassionate support to employees experiencing personal or family medical issues, easing the stress of navigating leave processes.
- Managed complex medical leaves, ensuring proper documentation and compliance with company policies and relevant laws.
- Maintained up-to-date knowledge on federal and state laws governing employee leaves, ensuring companywide compliance at all times.
- Created detailed reports on leave cases, identifying trends and areas for improvement within the organization''s leave management processes.
- Coordinated closely with benefits providers during extended leaves to maintain accurate coverage status for employees on leave.
- Provided expert guidance to managers on the interpretation of leave policies, promoting consistency across departments.
- Evaluated medical documentation to determine eligibility for various types of leaves, maintaining strict confidentiality standards.
SERVICE ADVISOR
US BANK
08.2022 - 02.2023
- Provided top quality control and eliminated downtime to maximize revenue. Updated databases with new and modified customer data.
- Maintained comprehensive records of inquiries received from customers.
- Facilitated customer interactions to clarify inquiries, handle complaints, and offer detailed explanations of products.
CASE MANAGER
SOUTHWEST KEYS
04.2021 - 05.2022
- Acted as liaison during involvement with government entities and media establishments.
- Facilitated client linkage with various social services, healthcare entities and government bodies to restore individual control.
- Evaluated service delivery obstacles and possibilities in the local sector.
- Evaluated proposed legislative changes to assess service impact.
CO-TEACHER
IDEA PUBLIC SCHOOLS
07.2020 - 03.2021
- Enhanced material comprehension with interactive activities.
- Established and enforced rules for behavior and procedures to maintain order among students.
- Arranged and sustained environments fostering physical, social, and emotional growth.
- Developed educational content and executed lessons utilizing both conventional and contemporary strategies.
HR GENERALIST
SUBSEA 7
08.2014 - 09.2018
- Evaluated employee claims regarding performance concerns.
- Boosted employee morale through special events.
- Introduced motivational frameworks to boost operational efficiency of HR personnel.
- Leveraged cutting-edge platforms to enhance efficiency in compensation processes.
- Conducted onboarding sessions to enhance new hires' understanding of role requirements.
- Executed comprehensive program management to reduce financial inconsistencies.
- Ensured flawless compliance with management protocols and precise procedures
TEAM LEAD
SAMS CLUB
08.2016 - 05.2018
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
ASSISTANT MANAGER
KFC- PIZZA HUT
12.2013 - 11.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
CSR
TELEPERFORMANCE
09.2012 - 11.2013
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
CSR
MAXIMUS
08.2011 - 09.2012
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
ASSISTANT MANAGER
Denny’s
08.2009 - 01.2011
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
Education
Bachelor of Arts - Sociology
The University of Texas Rio Grande Valley
Edinburg, TX12.2019
Associate’s - Business Management & Technology
The University of Texas Rio Grande Valley
Edinburg, TX05.2015
Skills
- Human resources management
- Customer relations
- Organizational development
- Attention to detail
- Problem-solving abilities
- Task prioritization
- Customer relationship management
- Microsoft office
- Discretion and confidentiality
- Employee relations
- HRIS systems
Certification
CERTIFIED LEAVE MANAGEMENT SPECIALIST DESIGNATION (EXP. 03/07/26)
Languages
Spanish
Native or Bilingual
Timeline
CERTIFIED LEAVE MANAGEMENT SPECIALIST
CVS Health
04.2023 - Current
SERVICE ADVISOR
US BANK
08.2022 - 02.2023
CASE MANAGER
SOUTHWEST KEYS
04.2021 - 05.2022
CO-TEACHER
IDEA PUBLIC SCHOOLS
07.2020 - 03.2021
TEAM LEAD
SAMS CLUB
08.2016 - 05.2018
HR GENERALIST
SUBSEA 7
08.2014 - 09.2018
ASSISTANT MANAGER
KFC- PIZZA HUT
12.2013 - 11.2014
CSR
TELEPERFORMANCE
09.2012 - 11.2013
CSR
MAXIMUS
08.2011 - 09.2012
ASSISTANT MANAGER
Denny’s
08.2009 - 01.2011
Bachelor of Arts - Sociology
The University of Texas Rio Grande Valley
Associate’s - Business Management & Technology
The University of Texas Rio Grande Valley
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