Leeanna Cassady
Irving,TX
Summary
Experienced in coordinating administrative tasks and maintaining organized office environments. Strong organizational skills are leveraged to enhance office efficiency and support team operations. Proven track record of effective communication and multitasking, able to meet diverse administrative needs seamlessly.
Overview
12
12
years of professional experience
Work History
Order Fulfillment Team Lead
Vivid Seats
11.2023 - Current
- Manage a team of agents, ensuring they meet performance metrics and attendance expectations while fully understanding our policies and procedures
- Hold weekly or biweekly meetings with each team member to address performance issues, review metrics, discuss policies, identify potential errors, and provide coaching
- Prepare weekly reports that cover key aspects such as refunds due to buyer's remorse, SLA attainment across departments, average handle time data by department and team, and summaries of customer satisfaction surveys, including overall satisfaction ratings
- Handle escalated customer complaints from company executives, conducting thorough order research to determine if a courtesy refund is appropriate
- I then provide detailed summaries of the resolutions to management and executives
- Support urgent requests across multiple departmental channels, ensuring prompt and accurate responses to inquiries, particularly during live buyer or seller chats
- Managed schedules, accepted time off requests and found coverage for short shifts.
Order Fulfillment Associate
Vivid Seats
05.2023 - 11.2023
- Handle incoming calls, live chats, and emails from buyers, sellers, and customer service agents to process order replacements or cancellations as needed
- I assist customer service agents with urgent inquiries related to ticket orders for concerts, sporting events, festivals, and other events requiring ticket fulfillment
- When orders aren't fulfilled in time for an event, I process comparable replacement tickets
- I also facilitate transactions between buyers and sellers in the secondary ticket marketplace and help sellers make replacement offers to buyers
- Ensure accurate exchanges of information, order replacements, refunds, and credits, I maintain a thorough understanding of the company's values, processes, and policies
Shift Supervisor
Starbucks
01.2022 - 04.2023
- Handle cash management duties, including balancing cash registers, preparing daily store deposits, processing change orders, and ensuring the safe is balanced
- Lead the team by assigning workstations and fostering a welcoming environment for both customers and staff, creating warm interactions and connections with customers
- Handcraft beverages and train new baristas on drink standards
- Manage inventory by conducting daily and weekly counts of store materials and food
- Oversee drive-thru customer service and order taking
- Delegate tasks for store opening and closing as a key holder
Quality Assurance Analyst
Wells Fargo Auto
07.2018 - 08.2022
- Perform audits to ensure quality standards across various lines of business, focusing on Auto's policies and procedures and the methodologies implemented by our team
- Create training materials and organize reference guides to assist in researching disputes related to review findings
- Present high-risk findings to management and leadership, recommending efficient solutions to mitigate customer impact
- Collaborate with compliance, operational risk, credit risk, and other business units to reach resolutions that enhance processes and testing scripts, ensuring alignment with policies and procedures
- Create reports for review finalization using ACES and Jira, collaborating with strategic reporting solutions and Wells Fargo Auto
- Identify process and technology enhancements to reduce risk by determining root causes and achieving quality and operational objectives within policies and procedures
- Conduct reviews related to the Shared Risk Platform (SHRP), evaluating risk activities to understand their impact on risk and control, requiring strong attention to detail
Customer Service Representative
Wells Fargo Auto
04.2015 - 07.2018
- Handle escalated calls and work with customers to reach resolutions
- Generate and send correspondence items, including paid-in-full letters, account histories, payoff letters, shipping authorization letters, out-of-country authorization letters, and copies of original contracts
- Assist military customers with activating their Service Member Civil Relief Act benefits
- Assist customers obtain loan deferments for unforeseen circumstances
- Assist management in updating policies and procedures
Teller/Lead Teller
Wells Fargo Bank
12.2012 - 04.2015
- Balance a cash drawer, process deposits, withdrawals, payments, and transactions, including handling foreign currency
- Deliver exceptional customer service to lobby, drive-up, and phone customers
- Train and mentor new tellers on balancing, scripting, processing, and time management
- Assist management in conducting daily, weekly, and monthly audits on the cash vault, ATM machines, and issued cashier's checks/money orders
- Handle high-volume cash deposits from Wells Fargo Bank merchant accounts and facilitate cash-to-coin exchanges
- Inform customers about various products Wells Fargo may recommend based on their account needs
Education
High School Diploma -
Westminster High School
Westminster06-2007
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
- Workplace Safety
- Complaint resolution
- Operations Management
- Employee Evaluation
- Schedule Management
- Regulatory Compliance
- Work assignment delegation
Timeline
Order Fulfillment Team Lead
Vivid Seats
11.2023 - Current
Order Fulfillment Associate
Vivid Seats
05.2023 - 11.2023
Shift Supervisor
Starbucks
01.2022 - 04.2023
Quality Assurance Analyst
Wells Fargo Auto
07.2018 - 08.2022
Customer Service Representative
Wells Fargo Auto
04.2015 - 07.2018
Teller/Lead Teller
Wells Fargo Bank
12.2012 - 04.2015
High School Diploma -
Westminster High School
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