Cassandra Reid
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Rowe Farms
08.2020 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives and store management.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Cleaner
Self Employed
01.2015 - Current
- Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
- Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
- Exceeded client expectations in providing quality services while adhering strictly to deadlines for project completion timelines.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Removed trash, debris and other waste materials from premises.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Handled equipment, chemicals, and materials properly and with caution.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Emptied trashcans and transported waste to collection areas.
Customer Service Representative
Convergys
07.2018 - 03.2020
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Sales Representative
Tim Horton's
04.2016 - 07.2018
- Increased customer satisfaction by addressing and resolving issues effectively.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Built relationships with customers and community to promote long term business growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Contributed to team objectives in fast-paced environment.
- Trained new employees on customer service, money handling and organizing strategies.
- Stayed current on company offerings and industry trends.
Sandwich Artist
SUBWAY®Restaurants
08.2014 - 04.2016
- Enhanced customer satisfaction by providing exceptional service and well-crafted sandwiches.
- Expedited order processing for increased efficiency in high-volume periods.
- Maintained a clean and organized workspace, adhering to strict sanitation standards.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Collaborated with team members to maintain a smooth workflow during busy hours.
- Resolved customer complaints professionally, maintaining positive relationships and promoting repeat business.
- Trained new employees on company policies and procedures, contributing to overall team performance and growth.
- Increased speed of service through effective multitasking and time management skills.
Education
High School Diploma -
Center Hasting Secondary School
Madoc, ON06.2013
Skills
- Training and Mentoring
- Handling Escalations
- Workflow Management
- Technical Support
- Complaint Resolution
- Cash Handling
- Excellent Time Management Skills
- Customer Relations
- Microsoft Outlook, Word, and Excel
- Time Management
Languages
English
Professional Working
Timeline
Customer Service Manager
Rowe Farms
08.2020 - Current
Customer Service Representative
Convergys
07.2018 - 03.2020
Customer Service Sales Representative
Tim Horton's
04.2016 - 07.2018
Cleaner
Self Employed
01.2015 - Current
Sandwich Artist
SUBWAY®Restaurants
08.2014 - 04.2016
High School Diploma -
Center Hasting Secondary School
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