Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

Cassie Winfield

Clayton

Summary

Dynamic professional with a proven track record, excelling in team management and performance optimization. Adept at conflict resolution and staff training, I enhance service excellence and drive operational efficiency. Proficient in data analysis and Microsoft Office, I consistently deliver exceptional results in fast-paced environments.

Overview

16
16
years of professional experience

Work History

Certified Teacher

Johnston County Public School
Clayton
01.2018 - 06.2024
  • Designed and instituted age-appropriate lesson plans in accordance with state standards, focusing on the unique needs of students.
  • Adopted multiple teaching methodologies to cater to distinct learning styles, encompassing visual, auditory, and kinesthetic formats.
  • Reviewed and measured student advancement with formal and informal assessments, offering ongoing feedback to students and parents.
  • Utilized technology in lessons to enrich student engagement and strengthen understanding of key concepts.

Call Center Team Leader

JP Morgan Chase
San Antonio
11.2011 - 07.2017
  • Supervised a team of customer service representatives, ensuring high levels of performance, productivity, and morale.
  • Assessed team performance, delivering ongoing feedback, coaching, and support to elevate skills and achieve performance goals.
  • Developed and implemented training programs for new hires and ongoing development to improve customer service quality and operational efficiency.
  • Secured alignment with company policies and procedures, preserving uniform service standards and compliance with regulations.
  • Mitigated escalated customer issues, offering timely and efficient resolutions to complex challenges while ensuring customer satisfaction.
  • Monitored and analyzed key performance metrics, including call volume, response times, and customer satisfaction, while implementing strategies to enhance these metrics.
  • Assisted in recruitment and onboarding processes, including interviewing, hiring, and integrating new team members into the department.

Customer Service Representative

United Health Group
Frederick
11.2008 - 08.2011
  • Delivered exceptional customer service by addressing health insurance inquiries, offering clear guidance on coverage options, benefits, and claims procedures.
  • Thoroughly managed health insurance claims, ensuring prompt resolution and strict adherence to company policies and regulatory requirements.
  • Supported enrollment and renewal processes by assisting clients with application submissions, benefit selection, and policy modifications.
  • Maintained comprehensive and up-to-date customer records, documenting all interactions, claim activities, and resolutions for reporting and audit purposes.
  • Partnered cross-functionally with underwriting, billing, and claims teams to address complex customer issues and deliver seamless service experience.

Education

MBA -

Valar Institute
04-2026

Bachelor of Science -

East Carolina Universtiy
01.2022

Skills

  • Team management and leadership
  • Service excellence
  • Performance optimization
  • Conflict resolution
  • Staff training and development
  • Quality assurance
  • Data analysis
  • Process improvement
  • Communication skills
  • Microsoft Office proficiency

References

Available upon request

Accomplishments

  • Teacher of the Year – Recognized for outstanding teaching effectiveness, student engagement, and contributions to school improvement initiatives.
  • Magna Cum Laude – Graduated with high academic honors, reflecting consistent academic excellence and dedication.
  • Outstanding Graduate Award – Selected by faculty for exceptional academic performance, leadership, and community involvement among graduating peers.

Timeline

Certified Teacher

Johnston County Public School
01.2018 - 06.2024

Call Center Team Leader

JP Morgan Chase
11.2011 - 07.2017

Customer Service Representative

United Health Group
11.2008 - 08.2011

MBA -

Valar Institute

Bachelor of Science -

East Carolina Universtiy

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Cassie Winfield