Cassidy Roberts
Latta
Summary
Proven leader at VitalConnect with a track record of enhancing team performance and customer satisfaction. Excelled in customer complaint resolution, demonstrating a professional telephone demeanor. Achieved significant improvements in client service delivery by mentoring team members and streamlining processes. Worked closely with other members in leadership, and assisted with delegating tasks as needed. Flexible team member who is readily available to assist and eager to promote ideas to further develop performance within the workplace.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Representative
VitalConnect
09.2022 - Current
- Assisted with managing a team of customer service representatives, by directing and delegating tasks.
- Provided customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Aided with training and mentoring new team members to strengthen performance and job expertise.
- Engaged with clients over the phone to provide an exemplary experience and address complaints.
- Handled escalated situations involving dissatisfied clients and resolved the issue in a manner that promoted a mutual understanding while upholding company policies.
- Collaborated with outside facilities in order to establish a plan for mutual clients.
- Utilized customer service skills in order to calmly and efficiently assist clients with issues, while demonstrating empathy and addressing concerns swiftly.
Sales and Service Representative (Teller)
First Citizens Bank & Trust
01.2022 - 09.2022
- Delivered product demonstrations tailored to clients' specific requirements, showcasing features that would benefit their businesses directly.
- Completed customer transactions in a timely and efficient manner.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Completed and filed appropriate documentation for new and existing customers, as well as correcting any discrepancies on open accounts as needed.
- Maintained a balanced cash drawer.
Pharmacy Inventory Specialist
CVS Pharmacy
10.2020 - 01.2022
- Worked closely with the pharmacy manager and lead tech as a member of the leadership team, to ensure efficiency within the pharmacy.
- Delegated tasks to other technicians in order to create a smooth transition when shifting stations and completing inventory tasks.
- Worked with high call volumes, in a fast-paced environment.
- Followed standard operating procedures for maintaining accurate and readily retrievable accountability records.
- Managed the ordering of supplies as needed, in order to keep pharmacy stocked and replenished with necessary materials.
- Input prescription information for patients as well as accurately and efficiently filling medications in a timely manner, in compliance with goals and procedures set forth.
Server/Hostess
King's Pizza of Latta
08.2016 - 10.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Education
High School Diploma -
Latta High School
Latta, SC06.2018
Skills
- Team Member Training
- Customer Support
- Call Management
- Customer Complaint Resolution
- Willingness to Lead
- Professional telephone demeanor
- Organization and Prioritization
- Upbeat and Positive Personality
- Operational Efficiency
Timeline
Lead Customer Service Representative
VitalConnect
09.2022 - Current
Sales and Service Representative (Teller)
First Citizens Bank & Trust
01.2022 - 09.2022
Pharmacy Inventory Specialist
CVS Pharmacy
10.2020 - 01.2022
Server/Hostess
King's Pizza of Latta
08.2016 - 10.2020
High School Diploma -
Latta High School
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