Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Software
Timeline
Generic

Kassandra Pinero

Miami,FL

Summary

I'm always open to learning new skills, especially in leadership and team support. I’m passionate about growing both personally and professionally, and I’m actively seeking opportunities where I can contribute, learn, and develop. I bring a strong work ethic, adaptability, and a results-driven mindset, with a focus on supporting team success and achieving organizational goals.

Overview

8
8
years of professional experience

Work History

Contact Center Team Lead

Educational Federal Credit Union
07.2024 - Current
  • Monitored a team of over 10 agents, tracking their performance, providing regular feedback, coaching, and conducting performance evaluations.
  • Analyzed performance data and KPIs to identify trends, improve efficiency, and report on team(s) achievements and challenges.
  • Collaborating with other departments (e.g., training, quality assurance, IT) to support team success and improve customer experience.
  • Generate and review performance reports (e.g., Unavailable Status Report, Trackers, KPIs Report) to identify trends and areas for improvement
  • Assisted with workforce management including scheduling, attendance tracking, and resource planning.

Contact Center Rep II - Quality Assurance

Educational Federal Credit Union
01.2024 - 06.2024
  • Monitor and evaluate over 300 recorded or live calls, secured messaging, and emails to assess agent performance based on pre-defined quality standards.
  • Analyze quality trends and generate reports for leadership to support data-driven decision-making.
  • Participate in calibration sessions to align evaluation standards across management.
  • Ensure compliance with company policies, industry regulations, and customer service standards.

Contact Center Rep II

Educational Federal Credit Union
02.2022 - 12.2023
  • Handle over 80 inbound and outbound customer interactions related to account inquiries, transactions, loans, credit cards, digital banking, and general banking services.
  • Handled moderately complex issues and escalate unresolved or high-priority issues to senior staff as necessary.
  • Supported new hire training by acting as a resource or mentor to junior team members.
  • Provided excellent customer support through digital banking platforms (e.g., Secured Messages, Email Threads, One Call Resolution)

Contact Center Rep I

Educational Federal Credit Union
06.2021 - 02.2022
  • Handle over 80 inbound and outbound daily customer interactions related to account inquiries, transactions, loans, credit cards, online banking, and general banking services.
  • Met and exceeded performance metrics including call quality, average handle time (AHT), customer satisfaction (CSAT), and first call resolution (FCR).
  • Educated customers on banking products, digital tools, and self-service options to enhance their banking experience.

Lead Dispatcher

K&G Transportation LLC
03.2017 - 05.2021
  • Collaborate with drivers, technicians, and customer service teams to resolve logistical or operational issues.
  • Acted as the primary point of contact for escalated issues involving delays, equipment breakdowns, or customer complaints.
  • Trained new dispatchers on policies, software tools, and standard procedures.
  • Ensured proper documentation and real-time tracking of all dispatch activities using dispatch software or systems

Education

Associate of Arts - Business Administration

Miami Dade College
Miami, FL

Skills

  • Bilingual
  • Strong interpersonal and communication skills
  • Retail and commercial banking operations
  • KPI development and performance monitoring
  • Experience with workforce management and quality assurance tools
  • Knowledge of customer service KPIs and reporting
  • Experience with CXOne, Alkami, Digital Banking Platforms, ApplicationXtender, Symitar, Excel Reports
  • Knowledge of company products, services, and industry (specific to Credit Union)

Accomplishments

    Certificate Award for Top Performer - 2nd Quarter and 4th Quarter of 2023 - Educational Federal Credit Union

    This certification acknowledges that the representative it has been awarded to exceeds performance metrics, such as call handling times, customer satisfaction ratings, and first-call resolution rates, consistently.

Languages

English
Advanced (C1)
Spanish
Advanced (C1)

Software

CXOne - NICE InContact
Document Management - Application Extender
IPay Portal
Microsoft Excel

Timeline

Contact Center Team Lead

Educational Federal Credit Union
07.2024 - Current

Contact Center Rep II - Quality Assurance

Educational Federal Credit Union
01.2024 - 06.2024

Contact Center Rep II

Educational Federal Credit Union
02.2022 - 12.2023

Contact Center Rep I

Educational Federal Credit Union
06.2021 - 02.2022

Lead Dispatcher

K&G Transportation LLC
03.2017 - 05.2021

Associate of Arts - Business Administration

Miami Dade College

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