Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AccountManager

Cassandra Gaines

Virginia Beach

Summary

Dynamic customer service professional with a proven track record at Alorica, excelling in problem resolution and customer relationship management. Skilled in CRM software and adept at fostering trust, I consistently drive customer satisfaction and loyalty through empathetic communication and effective issue escalation. A dependable team player focused on achieving sales goals.

Overview

15
15
years of professional experience

Work History

Customer Service Agent

Alorica
Virginia Beach
04.2021 - 02.2024
  • Communicate via inbound and/or outbound calls with customers in a professional and courteous manner.
  • Authenticating every call to ensure customer privacy.
  • Demonstrate empathy with a pleasant tone of voice.
  • Accurately document and update records in required systems.
  • Maintain diplomacy and tact when dealing with upset customers, or escalated calls.

Temp Packer

Gobble
Lancaster
06.2020 - 11.2020
  • Packing and picking necessary ingredients for product orders.
  • Meeting the goal of 300 products packaged and ready for shipment.

Assistant Manager

Jag Group/Easy Spirit Shoes
Elizabeth
09.2013 - 11.2015
  • Managing operations on a daily basis, communicating, and interacting with customers in a professional and courteous manner.
  • Rearranging and detailing store merchandise according to company standards.
  • Keeping an accurate daily log on store operation reports.
  • Being a team player while driving sales goals.

Sr. Fashion Consultant

Dressbarn Womens Apparel
Elizabeth
04.2009 - 09.2013
  • Help customers work toward their fashion goals.
  • Building outfits that meet their preferences, style, body, and budget.
  • Building trust and creating return customers.
  • Hosting V.I.P. events to drive up sales goals.
  • Help prepare the store for weekly promotions and sales.
  • Assist with keeping a clean and presentable shopping experience.

Education

Diploma - College Prep Studies

West Side High School
Newark, NJ
06-1985

Skills

  • Proficient with PC
  • Microsoft Office
  • Excel
  • Knowledgeable in credit debit and gift card issues
  • Excellent interpersonal skills
  • Excellent written communication skills
  • Skilled with using CRM
  • Pega
  • Vantiv IQ systems
  • Proficient in POS systems
  • Ability to move shipment and keep inventory intact
  • Training new hires
  • Motivating employees
  • Security clearance
  • Customer service oriented
  • Excellent oral communication skills
  • Problem solving
  • Dependability
  • Issue escalation
  • Issue documentation
  • Time management
  • Team collaboration
  • Customer complaint resolution
  • Customer focus
  • Empathetic and genuine
  • Problem resolution
  • Customer relationship management (CRM)
  • Order placement
  • Service-oriented self-starter
  • Call center experience
  • Data entry
  • Inbound customer service
  • Customer relations
  • Phone etiquette
  • CRM software

Accomplishments

  • Promoted to Sr Sales Fashion Consultant after 9 months of employment while working for Dressbarn
  • Continuously met sales goals while working for Dressbarn
  • Recognized for outstanding sales by volume while working for Dressbarn
  • Promoted to Assistant Manager while working for Easy Spirit Shoes
  • Recognized for outstanding sales while working for Easy Spirit Shoes
  • Recognized for 100% quality for customer calls handling, multiple times while working for Alorica

Timeline

Customer Service Agent

Alorica
04.2021 - 02.2024

Temp Packer

Gobble
06.2020 - 11.2020

Assistant Manager

Jag Group/Easy Spirit Shoes
09.2013 - 11.2015

Sr. Fashion Consultant

Dressbarn Womens Apparel
04.2009 - 09.2013

Diploma - College Prep Studies

West Side High School

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Cassandra Gaines