Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Misty Cassida

445 S 500 W,IN

Summary

Dedicated customer service representative with extensive experience in client relations. Proven ability to establish rapport and maintain high levels of customer satisfaction. Strong team player with a positive attitude, contributing to overall company success.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Administrative Assistant

Wabash College
CRAWFORDSVILLE, IN
05.2015 - Current
  • Processed payroll including salary, deductions, bonuses and vacation time for over 500 employees.
  • Provided support to Human Resources regarding new hire paperwork and benefits enrollment documents.
  • Manage employee tax and benefit data into spreadsheets using Microsoft Excel and Word.
  • Maintained confidentiality of sensitive employee information at all times.
  • Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
  • Facilitator for the Montgomery County United Way campaign.
  • Systems used are, Colleague, Wabash Self-Service platform, MS Outlook, MS Excel, MS Word, MS Teams and Informer Reporting application.

Customer Service Representative

Tipmont REMC
Linden, Indiana
05.2013 - 05.2015
  • Managed customer inquiries through phone, MS Outlook, chat support channels, as well as Tipmont Smarthub.
  • Resolved customer problems by working with operations, engineering, dispatch, and other departments to provide solutions that meet customer needs.
  • Collected deposits or payments and arranged for billing.
  • Developed positive relationships with customers through friendly interactions.

Customer Service Team Lead

Pearson Education
Lebanon, Indiana
05.2000 - 05.2015
  • Led a team of customer service representatives to resolve inquiries efficiently.
  • Developed training materials to enhance team knowledge and skills using Excel and Word.
  • Monitored/Documented team performance and provided constructive feedback regularly.
  • Created reports outlining customer service metrics, such as response times, resolution rates, and first-contact resolutions, using Excel and Word.
  • Assisted in resolving escalated customer complaints or issues in a timely manner.
  • Processed customer orders using SAP, Oasis and other OMS applications.

Customer Service Representative

ATAPCO/Crawford Industry
CRAWFORDSVILLE, IN
04.1996 - 11.1998
  • Provided account management services such as order processing, pricing, product availability and delivery schedules.
  • Developed and maintained strong relationships with key accounts to ensure customer satisfaction.
  • Resolved customer complaints or issues in a timely manner by liaising with manufacturing, pre-print, graphic design and shipping departments.
  • Produced sales documents, finalized deals and filed records through Excel and Word.
  • Processed customer orders using AS 400 and other OMS applications.

Education

High School Diploma -

Southmont High School
Crawfordsville, IN
05-1992

Skills

  • Payroll administration
  • Data management
  • Event planning
  • HR support
  • Report generation
  • Customer relationship management

Certification

  • QPR Gatekeeper completion certificate
  • Wabash College 10 year certificate of completion
  • Trained and sworn as a CASA of Montgomery County

References

References available upon request.

Timeline

Administrative Assistant

Wabash College
05.2015 - Current

Customer Service Representative

Tipmont REMC
05.2013 - 05.2015

Customer Service Team Lead

Pearson Education
05.2000 - 05.2015

Customer Service Representative

ATAPCO/Crawford Industry
04.1996 - 11.1998

High School Diploma -

Southmont High School

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