Kassie Cook
Trinity
Summary
At NC811 Inc, as a Lead CSR, I excelled in guiding teams and enhancing service standards through effective problem-solving and proficient use of Microsoft Excel. Developed comprehensive training, ensuring seamless service delivery and employee development, while adeptly managing high call volumes and improving customer satisfaction.
Overview
13
13
years of professional experience
Work History
Lead CSR
NC811 Inc
04.2012 - Current
- Guided new employees through onboarding processes to enhance their understanding of job responsibilities.
- Reviewed and audited locate requests for quality assurance, maintaining service excellence.
- Developed and maintained CSR schedules to support seamless service delivery and team productivity.
- Managed a high influx of incoming calls in a call center, delivering prompt and effective customer support.
- Documented comprehensive training procedures to enhance team efficiency.
- Coordinated and maintained company incentive programs to enhance employee engagement.
- Created detailed training guides to support employee development and maintain high service standards.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
HS Diploma -
Britain Academy
Thomasville, NCSkills
- Problem-solving
- Time management
- Multitasking and organization
- Microsoft Excel
- Data entry
- Task prioritization
- Documentation
- Computer proficiency
Timeline
Lead CSR
NC811 Inc
04.2012 - Current
HS Diploma -
Britain Academy
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