Cassie Lemonds
Lexington
Summary
Resourceful and personable employee with a deep knowledge of facilitating communication and providing appropriate solutions. Strong organizational, problem-solving, and communication skills. Collaborative and determined to meet deadlines in fast-paced environments. Highly motivated and driven to make meaningful contributions to the organization. Detail-oriented individual with exceptional communication abilities. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues, always with a focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
Work History
Service Coordinator
Parkway Ford Lincoln
05.2023 - Current
- Assessed customer needs and developed solutions to meet needs.
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Coordinated and monitored service activities to confirm work met all requirements.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans and timelines.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Explained charges, fees, terms of sales, and service agreements to over 50 customers daily.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Created and reviewed invoices to confirm accuracy.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
CRC Representative
Flow Automotive
01.2023 - 04.2023
- Answer incoming phone calls with a positive, reassuring tone and schedule any potential customers with appointments
- Use an automated phone system the agent will call between 200 and 300 customers a day
- Communicate with customers by call, text, and email using pre scripted text
- Use of multiple tabs and screens to help assist customers with any issues or questions
- Interact with customers to provide and process information in response to inquiries, concerns, and requests
- Gather customer's information and determine the issue by evaluating and analyzing the concerns
- Research required information using available resources provided
- Accurately process and record call transactions using a computer and designated tracking software
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes and update
- Follows proper escalation procedures as defined by management
- Ensure customers receive prompt, accurate and courteous service
- Communicate with multiple store locations accordingly to help with any customer needs
Service Advisor
Ilderton DJCRF
01.2022 - 11.2022
- Answer incoming phone calls with a positive, reassuring tone and schedule any potential customers with appointments
- Greet customers with a friendly and confident personality
- Accurately notate information given in regards to needed vehicle repairs or maintenance
- Write detailed repair orders using any information given to inform technicians on work needed or requested
- Keep customers informed with consistent, over the phone or emailed updates in regards to repair status, as well as any further diagnosis/recommendations found on their vehicle
- Organize write ups in order of appointment time or vehicle promise time to ensure that all customers are satisfied with their experience
- Check any part status needed before calling customers on needed repair
- Properly explain diagnosis and recommended work to customer, answer any questions they may have and confirm approval to continue work
- Update technicians in regards to parts arriving for customer vehicles
- Work with outside companies in regards to any extra repairs needed on customer vehicles, such as; body, paint, exhaust systems and tow companies
- Contact warranty or insurance companies if needed on customer repairs to receive approval and payment
- Calmly listen to and acknowledge customers that may be upset due to any situation during their experience, then attempt to reassure them and find a solution
- Upon completion of all repairs, contact the customer, proceed with going over all work completed and answer any questions they may have about part warranty or repair costs
- Always thank customer for their visit and make sure their experience was exceptional
Service Advisor
Parkway Ford
06.2020 - 01.2022
- Answer incoming phone calls with a positive, reassuring tone and schedule any potential customers with appointments
- Greet customers with a friendly and confident personality
- Accurately notate information given in regards to needed vehicle repairs or maintenance
- Write detailed repair orders using any information given to inform technicians on work needed or requested
- Keep customers informed with consistent, over the phone or emailed updates in regards to repair status, as well as any further diagnosis/recommendations found on their vehicle
- Organize write ups in order of appointment time or vehicle promise time to ensure that all customers are satisfied with their experience
- Check any part status needed before calling customers on needed repair
- Properly explain diagnosis and recommended work to customer, answer any questions they may have and confirm approval to continue work
- Update technicians in regards to parts arriving for customer vehicles
- Work with outside companies in regards to any extra repairs needed on customer vehicles, such as; body, paint, exhaust systems and tow companies
- Contact warranty or insurance companies if needed on customer repairs to receive approval and payment
- Contact Ford Motor Company in cases opened by customers seeking help for payment or rental assistance
- Calmly listen to and acknowledge customers that may be upset due to any situation during their experience, then attempt to reassure them and find a solution
- Upon completion of all repairs, contact the customer, proceed with going over all work completed and answer any questions they may have about part warranty or repair costs
- Always thank customer for their visit and make sure their experience was exceptional
- Provide customers with initial product information and direct them to the appropriate dealership resources
Server
Sir Pizza
06.2018 - 12.2018
- Monitor food distribution, ensuring that meals are delivered to the correct recipients and that guidelines, such as those for special diets, are followed
- Clean or sterilize dishes, kitchen utensils, equipment, or facilities
- Take food orders and relay orders to kitchens or serving counters so they can be filled
- Stock service stations with items such as ice, napkins, or straws
- Remove trays and stack dishes for return to kitchen after meals are finished
- Prepare food items, such as sandwiches, salads, soups, or beverages
- Monitor food preparation or serving techniques to ensure that proper procedures are followed
- Total checks, present them to customers, and accept payment for services
- Run cash register when needed
Server/Hostess/Coordinator
High Point Country Club
08.2015 - 12.2016
- Set up rooms for events the club hosts such as; weddings, fundraisers, business meetings, parties, etc
- Monitor food distribution, ensuring that meals are delivered to the correct recipients and that guidelines, such as those for special diets, are followed
- Examine trays to ensure that they contain required items
- Place food servings on plates or trays according to orders or instructions
- Load trays with accessories such as eating utensils, napkins, or condiments
- Stock service stations with items such as ice, napkins, or straws
- Remove trays and stack dishes for return to kitchen after meals are finished
- Record amounts and types of special food items served to customers
- Carry food, silverware, or linen on trays or use carts to carry trays
- Break down previous events to set up for future events
- Greet guests and seat them at tables or in waiting areas
- Provide guests with menus
- Assign patrons to tables suitable for their needs and according to rotation so that servers receive an appropriate number of seatings
- Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation
- Answer telephone calls and respond to inquiries or transfer calls
- Take and prepare to-go orders
- Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed
- Receive and record patrons' dining reservations
- Assist with preparing and serving food and beverages
- Trained new staff on expectations and general operation in a daily shift
- Organized various events and ensured that all items necessary for events were purchased accordingly
- Planned and met goals for budgets
- Coordinated with outside vendors to ensure that the scheduled times and places were available and completed successfully
- Instructed staff, that worked events, on timeline and activities required for the night
- Designed and directed 'Kids Can!' Club, to include children in the Country Club community
Education
High School Diploma -
North Davidson High School
Lexington, NCSkills
Customer and Personal Service
English Language
Speaking
Instructing
Personable and Mature
Social Perceptiveness
Critical Thinking
Coordination
Writing
Multitasking
Open Minded and Friendly
Ongoing client support
Notetaking and documentation
Program follow-up and assessment
Client advocacy
Telephone communication
Accurate recordkeeping
Proficiency in office programs
Goal setting
MS office expertise
Vehicle assessment
Handling customer complaints
Computer skills
Attention to detail
Multitasking and organization
Tech-Savvy
Strong work ethic
Service estimates
Work order interpretation
Reporting and documentation
Listening skills
Customer service
Client rapport
Warranty claims process management
Data entry
Call center operations
Excellent communication
Performance improvement
Physical stamina
Menu memorization
Active listening
Reservation management
Inventory management
Time management
Payment processing
Upselling techniques
Cash handling
Accurate money handling
Customer service expertise
Customer service support
Customer service and care
Friendly customer service
Call center customer service
Exceptional customer service
Timeline
Service Coordinator
Parkway Ford Lincoln
05.2023 - Current
CRC Representative
Flow Automotive
01.2023 - 04.2023
Service Advisor
Ilderton DJCRF
01.2022 - 11.2022
Service Advisor
Parkway Ford
06.2020 - 01.2022
Server
Sir Pizza
06.2018 - 12.2018
Server/Hostess/Coordinator
High Point Country Club
08.2015 - 12.2016
High School Diploma -
North Davidson High School
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