Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Nick Casasanta

Sparta,NJ

Summary

Dedicated and detail-oriented Customer Service Representative with over 5 years of experience in delivering exceptional customer experiences. Proficient in managing client relationships, handling inquiries, and resolving issues efficiently. Seeking to leverage strong interpersonal skills and a commitment to customer satisfaction in a dynamic environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Owner

Cass Consultants LLC
06.2022 - 04.2024
  • Sales, Client Management, and Customer Retention: Achieved 100% client satisfaction by selling personalized services that met individual client needs, fostering client loyalty and repeat business
  • Implemented strategies that enhanced customer retention, ensuring clients returned for additional services and referred new clients
  • Developed and delivered training sessions for new hires, resulting in 20% decrease in onboarding time and 10% increase in sales productivity
  • Supervised team of 15 members, including onboarding specialists, client success managers, customer service representatives, director of operations, and sales reps.

Intern to Full-Time Employee

Eastern Marketing Corporation
01.2019 - 06.2022
  • Handle difficult and complex customer complaints resolving issues within 4 minutes on average and receiving customer satisfaction score of 4.9 out of five
  • Attained 96% customer satisfaction on voluntary surveys increasing customer retention by 5%
  • I want to be anxiety
  • Grew existing customer accounts by 9% through compassionate customer service and effective sales techniques
  • Triage incoming calls thereby reducing average time to resolution by 4 minutes
  • Maintained courteous empathetic attitude toward customers reducing complaints about service by 22%
  • Handled an average of 40 plus customer calls per day with 96% customer satisfaction rate

Part-time / Full-Time Floral Arranger

Crest Florist
05.2018 - 07.2024
  • Customer Service and Retention: Assisted Retail Manager in preparation of arrangements and onsite setups/breakdowns, contributing to timely and successful execution of events, which fostered strong customer relationships
  • Enhanced customer retention by responding promptly and effectively to customer inquiries and requests, ensuring clients returned for future floral arrangements and event services.

Education

Finance Major -

Bryant University
Smithfield, RI
02.2022

Business Management Major - undefined

County College of Morris
Randolph, NJ
10.2019

Skills

  • Microsoft Office
  • Word
  • PowerPoint
  • Excel
  • SalesForce CRM
  • SAP Concur
  • Sales
  • Account Management
  • Customer service
  • Problem Solving
  • Negotiation
  • CRM
  • Slack

Certification

Certified Customer Service Professional(CCSP)

Customer Service Representative Certification (CSRC)

References

Available upon request.

Timeline

Owner

Cass Consultants LLC
06.2022 - 04.2024

Intern to Full-Time Employee

Eastern Marketing Corporation
01.2019 - 06.2022

Part-time / Full-Time Floral Arranger

Crest Florist
05.2018 - 07.2024

Finance Major -

Bryant University

Business Management Major - undefined

County College of Morris
Nick Casasanta