Cassie Guerrero Araiza
Morrisville
Summary
I am currently a Service Consultant at Progressive with prior experience supporting payroll and employee concerns in a corporate environment. I have developed strong communication, documentation, and problem-solving skills while handling sensitive issues with professionalism and care. I enjoy helping people solve problems and explaining complex information in a clear and supportive way. I am currently pursuing my degree in Cybersecurity and will graduate in June 2026. I am eager to continue growing within Progressive, expand my technical knowledge, and develop my skills through the IT Service Desk Trainee Program while contributing to a collaborative and high-performing team.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Service Consultant
Progressive Casualty Insurance
Morrisville
10.2024 - Current
- Serve as primary point of contact for customers needing assistance with policy changes, billing questions, and account updates.
- Troubleshoot customer issues by identifying root causes and guiding customers through step-by-step solutions.
- Manage a high call volume (50+ interactions daily) while maintaining accuracy and professionalism.
- Document customer interactions and resolutions in internal systems to maintain accurate records.
- Translate complex policy and system information into clear, easy-to-understand explanations.
- Maintain a customer-first approach while balancing company policies and problem resolution.
- Special lines auto policies
Resolution Specialist
Walmart Corporate Office V
Morrisville
02.2022 - 08.2024
- Supported employees nationwide with payroll, account access, and system-related issues.
- Investigated paycheck discrepancies and worked with HR and technical teams to resolve problems.
- Guided employees through troubleshooting steps for login and system access issues.
- Documented cases and ensured issues were resolved according to company procedures.
- Maintained a 95% satisfaction rating by providing clear communication and timely support.
Customer Service Representative
Concentrix
Morrisville
08.2023 - 11.2023
- Provided customer support in a high-volume call center environment.
- Assisted customers with purchases, product questions, and post-order support.
- Logged customer interactions accurately in internal databases.
Education
Associate of Applied Science - Cyber Security
Alamance Community College
Graham, NC 08.2023 - 03.2026
Skills
- Technical Troubleshooting & Problem Solving
- Customer Support & Call Handling
- Incident Documentation & Case Management
- Account Access & System Support
- Microsoft Office & Google Workspace
- CRM & Customer Support Tools
- Process Documentation
- Bilingual: English & Spanish
- ServiceNow CRM
Timeline
Service Consultant
Progressive Casualty Insurance
10.2024 - Current
Customer Service Representative
Concentrix
08.2023 - 11.2023
Associate of Applied Science - Cyber Security
Alamance Community College
08.2023 - 03.2026
Resolution Specialist
Walmart Corporate Office V
02.2022 - 08.2024