Cassandra Antoun
Harrisburg,PA
Summary
Enthusiastic Client Services Representative with many years of experience as a Store Manager in a fast-paced, team-based environment, focused on customer satisfaction. Adept at identifying and addressing customer concerns & driving process improvements. Effectively motivates and coaches employees to perform at a level of excellence and fosters a team environment focused on group success. Passionate about empowering employees to deliver exceptional service. I am aiming to use these proven skills to fill the Customer Service Quality Analyst role at Availity!
Overview
15
15
years of professional experience
Work History
Client Services Technical Support Specialist I
Availity
05.2023 - Current
- Maintained commitment to customer satisfaction by efficiently resolving technical issues.
- Enhanced productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company products and services to provide accurate solutions to client inquiries.
- Maintained 98.9% Quality Audit Score in 2023 and was placed on Quarterly Exception.
- Highlights of Quality Audit Reports include: strong documentation skills, effective troubleshooting, adherence to security protocols, quality research.
Store Manager
Rite Aid
12.2008 - 05.2024
- Built long-term customer relationships and advised customers on purchases.
- Communicated all store incentives and promotions to customers to generate return business.
- Maintained a superior customer experience by addressing customer concerns, demonstrating prudence,empathy and resolving problems on the spot.
- Ensured compliance by performing thorough daily store audits.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance & opportunities for growth.
- Organized workflow and delegated tasks effectively to ensure the needs of the store were met.
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
- Optimized labor scheduling according to store needs for a team of 40+ while adhering to budget constraints, maximizing productivity without compromising service quality.
Education
High School Diploma -
Central Dauphin High School
Harrisburg, PA2008
Skills
- Adherence to high customer service standards
- Effective problem solver
- Exceptional time management skills
- Performs duties with a strong sense of purpose and urgency
- Highly dependable with a flexible schedule
- Excellent attention to detail
- Strong leader
- Outstanding comprehension and retention skills
- Strong knowledge base
- Exceptional digital communication & documentation skills
Timeline
Client Services Technical Support Specialist I
Availity
05.2023 - Current
Store Manager
Rite Aid
12.2008 - 05.2024
High School Diploma -
Central Dauphin High School
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