Tammy Cassady
North Las Vegas,NV
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrated expertise in conflict resolution, communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Adept at collaborating with teams and adapting to changing needs, consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
ENVIRONMENTAL SERVICE TECH (HOUSEKEEPING AID)
Department of Veterans AffairS
02.2024 - Current
- Supported efficient hospital operations by timely completion of assigned cleaning tasks, ensuring minimal disruption to medical staff and patients.
- Assisted in infection control measures by promptly responding to emergency spills and biohazard incidents.
- Assisted in the training and onboarding of new Environmental Service Aide team members, sharing best practices for efficient cleaning processes.
- Promoted sustainability initiatives within the organization by consistently recycling waste materials whenever possible.
- Continuously improved personal performance by seeking feedback from supervisors and attending relevant training sessions to enhance knowledge of industry best practices.
- Increased overall patient satisfaction through diligent attention to detail in maintaining clean rooms and common areas.
- Safeguarded sensitive patient information by strictly adhering to privacy regulations during room cleanings and interactions with medical staff or family members.
- Maintained a safe environment for patients and staff with thorough disinfection of high-touch surfaces.
- Strengthened adherence to safety guidelines by consistently utilizing personal protective equipment during cleaning tasks.
- Enhanced facility cleanliness by diligently performing daily cleaning tasks and waste disposal.
- Exceeded quality standards for room turnover times, facilitating quicker patient admissions and reducing wait times in emergency departments.
- Ensured proper waste management practices were followed, segregating hazardous materials from general waste streams for safe disposal.
GUEST ADVOCATE
Target
07.2023 - 04.2024
- Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
- Increased guest satisfaction by engaging in friendly conversations and offering personalized recommendations.
- Assisted coworkers when needed in various departments in order to maintain smooth functioning of the store.
- Provided prompt assistance at checkout counters, reducing wait times for guests during peak hours.
CALL CENTER CUSTOMER EXPERIENCE ASSOCIATE (TECHNICAL SUPPORT)
COX COMMUNICATIONS, INC
10.2023 - 02.2024
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Asked customers questions to determine, verify and solve common problems.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
GUEST SERVICE MANAGER
Lowes Foods
04.2022 - 06.2023
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Store Co-Manager
Lowes Foods
12.2020 - 04.2022
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Recommended quality workers to increase company's productivity and profitability.
- Improved employee performance through effective coaching, training, and regular performance evaluations.
- Oversaw visual merchandising standards for the store, creating eye-catching displays that boosted foot traffic and increased sales conversion rates.
- Conducted regular audits on operational processes to identify inefficiencies or discrepancies requiring corrective action plans implementation.
- Maximized store profits by analyzing sales data, identifying trends, and adjusting strategies accordingly.
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
- Adapted quickly to changing market conditions and store needs, demonstrating flexibility and resilience in a fast-paced retail environment.
- Provided exceptional leadership by exemplifying company values and setting high standards for professional conduct among staff members.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
PRICE MAINTENANCE CLERK/ OFFICE CLERK
Lowes Foods
03.2016 - 09.2020
- Enhanced pricing accuracy by diligently monitoring and updating price changes on a daily basis.
- Increased operational efficiency by maintaining organized records of completed price changes, facilitating easy reference for future audits or inquiries.
- Assisted in resolving customer disputes related to pricing issues, demonstrating excellent problem-solving skills and customer service abilities.
- Maintained a high level of accuracy in updating electronic price tags, ensuring customers had access to the most up-to-date pricing information.
- Improved customer satisfaction with timely updates of sale prices and promotional offers.
- Assisted in training new team members on price change procedures, contributing to overall team efficiency.
- Demonstrated strong attention to detail while verifying product codes and descriptions during the price change process.
- Minimized pricing errors by conducting regular audits of product prices and shelf labels.
- Collaborated with department leads to align promotional pricing strategies, maximizing revenue potential across all product categories.
- Handled returns and exchanges with courtesy, maintaining a commitment to customer satisfaction.
- Conducted price checks on items when necessary, ensuring accuracy for customers'' convenience.
- Completed end-of-day closing procedures diligently including cash reconciliation and reporting discrepancies in a timely manner.
- Provided prompt assistance with customer inquiries or concerns, resolving issues professionally.
- Increased customer satisfaction by providing friendly and efficient service during checkout.
- Operated cash registers accurately, processing transactions quickly and efficiently.
CUSTOMER SERVICE REPRESENTATIVE II
Colonial Life and Accident Insurance Company
10.2007 - 12.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Arts - BUSINESS ADMINISTRATION
Strayer University
Greensboro, NCCERTIFICATE - ACCOUNTING SYSTEMS TECHNOLOGY
Brookstone College
Greensboro, NC01.2002
Skills
- Cleaning techniques
- Healthcare regulations
- Hazardous waste handling
- Cleaning and sanitizing
- Floor scrubber machines
- Multitasking Abilities
- Problem-solving abilities
- Critical Thinking
- Reliability
- Verbal and written communication
- Training and mentoring
- Customer service and assistance
Timeline
ENVIRONMENTAL SERVICE TECH (HOUSEKEEPING AID)
Department of Veterans AffairS
02.2024 - Current
CALL CENTER CUSTOMER EXPERIENCE ASSOCIATE (TECHNICAL SUPPORT)
COX COMMUNICATIONS, INC
10.2023 - 02.2024
GUEST ADVOCATE
Target
07.2023 - 04.2024
GUEST SERVICE MANAGER
Lowes Foods
04.2022 - 06.2023
Store Co-Manager
Lowes Foods
12.2020 - 04.2022
PRICE MAINTENANCE CLERK/ OFFICE CLERK
Lowes Foods
03.2016 - 09.2020
CUSTOMER SERVICE REPRESENTATIVE II
Colonial Life and Accident Insurance Company
10.2007 - 12.2014
Bachelor of Arts - BUSINESS ADMINISTRATION
Strayer University
CERTIFICATE - ACCOUNTING SYSTEMS TECHNOLOGY
Brookstone College
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