Kassie Lassiter
New Columbia
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Receptions/Customer Service Representative
Geisinger Medical Center
09.2020 - 08.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Cashier/Food Service Team Member/Catering Assistant
Bucknell University
10.2018 - 09.2021
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Distributed food during busy peak periods to drive customer satisfaction.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Learned other teammates' work tasks to train as backup.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
CNA
Home Helpers
02.2018 - 12.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
Cash Officer/CSR
Marshalls & HomeGoods
07.2016 - 01.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Stocked, tagged and displayed merchandise as required.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
CNA
Private Care
03.2014 - 01.2018
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Documented patient information and care activities in electronic health record.
- Helped patients complete range of motion exercises to prevent loss of function during care.
Concierge/Receptions/Customer Service Representative
Purdential Center
01.2011 - 01.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Ramp Agent
Worldwide Flight Services
07.2005 - 12.2009
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over [Number] daily flights.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Operated equipment while observing standard safety procedures.
- Helped train new employees in safe practices and warehouse procedures.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Strapped items down over protective padding to secure throughout transportation.
Material Handler
Cargo Force Inc
09.2007 - 07.2009
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Transported inventory items to appropriate locations.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Packed items into appropriate containers for shipment.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Unloaded incoming shipments to verify accuracy of deliveries and check possible damages.
Education
High School Diploma -
Irvington High School
Irvington, NJ01.2005
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Lotus Notes
- Report Creation
- Order Fulfillment
- Credit Card Payment Processing
- Stocking and Replenishing
- Active Listening
- Retail Sales Customer Service
- Customer Relations
- Refund Processing
- Time Management
- Retail Materials Management
- Money Handling Abilities
Timeline
Receptions/Customer Service Representative
Geisinger Medical Center
09.2020 - 08.2022
Cashier/Food Service Team Member/Catering Assistant
Bucknell University
10.2018 - 09.2021
CNA
Home Helpers
02.2018 - 12.2019
Cash Officer/CSR
Marshalls & HomeGoods
07.2016 - 01.2018
CNA
Private Care
03.2014 - 01.2018
Concierge/Receptions/Customer Service Representative
Purdential Center
01.2011 - 01.2018
Material Handler
Cargo Force Inc
09.2007 - 07.2009
Ramp Agent
Worldwide Flight Services
07.2005 - 12.2009
High School Diploma -
Irvington High School
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