Customer and Client Satisfaction Specialist, Customer Service

Cassandra S. Hawkins

**** *. ******* *** • Beeville, TX • 78102

CELL 361-***-****• E-MAIL *****************@*****.*** PROFILE A motivated self-starter and creative mind equipped with myriad skills, I am seeking a long-term professional “home” in which I can employ my various strengths to ensure mutual success for my employer, as well as myself. Having an educational and professional background in psychology has polished my communication skills and afforded me the ability to create rapport and establish beneficial working relationships with individuals from all backgrounds, and in varying circumstances. Balancing a creative and open mind with critical thinking and problem solving skills allows me to adapt to any situation with a calm, confident demeanor, and willingness to take on any professional challenge that may present itself. I take pride in my dedication to excellence, ability to learn quickly and more than efficiently, and combine experience with malleability. Have faith in my words, which you'll come to find are proven via my work. EDUCATION Bachelor of Arts May 2014

Texas A&M University – Corpus Christi, Texas - Psychology SKILLS Effective Communication Business Management MS Suite Personal/Professional Assistant Attention to Detail Superb E-Mail and Phone Etiquette Customer/Client Satisfaction De-Escalation of High- Stress Situations Scheduling Public Relations HIPAA/Secure Handling of Sensitive Information Copywriting Google Suite Adobe Acrobat Client Retention Building Rapport Creative and Content Writing SEO Social Media Management & Marketing Research

Proven Success in Remote Work Editing/Proofreading Problem Solving Independent, Self-Starter Typing Time Management

EXPERIENCE Founder/CEO & Lead Writer January 2002 - Current Eloquent Edits

• Freelance writer/editor/proofreader servicing individuals (grade school through executive), authors, publications and businesses in achieving their writing goals and improving their works, from graded papers to websites and articles, with attention to detail and dedication to excellence Private tutoring services for grade school through graduate student level courses such as Language Arts, English, Composition, Literature, etc.

• Clients range from private clients seeking creative writing for short stories, works to be made into audiobooks, copywriting, and more, to professional corporate clients in need of social media content to engage, entertain and educate readers.

Remote Manager and Professional/Personal Assistant 2020 - 2022 On Point Transport, LLC.

• Fully remote position; quickly learned the “ins and outs” of, and simultaneously managed, all aspects of the independent car hauling business. Within weeks, the additional role of professional/personal assistant to Founder/Owner/Operator was offered and eagerly accepted. Dedication to establishing a presence on social media, learning and utilizing SEO methods, and pioneering the social media marketing journey for the LLC were top priority; innate skill and self- taught methods of social media marketing were combined to result in great success, as the company achieved its highest grossing fiscal year during my employment. Daily duties ranged from client acquisition and retention, to taking charge of all e-mail and phone communications, scheduling personal and professional meetings, appointments, etc. and ensuring zero scheduling conflicts between calendars. Additionally, a daily routine was established and adhered to, that included: managing finances, mapping routes for pick-ups and drops, marketing promotion development, building and maintaining rapport and effective communication with potential and existing clients (resulting in a 96% client retention rate), and varying other tasks, upon assignment. Adhered to open availability policy in an on- call capacity.

Psychosocial Rehabilitation Therapist 2014-2018

TWG

• Provided intensive psychotherapy of various kinds to high-need, top- tier level of care mental health patients (two or more serious psychological illnesses diagnosed by MD). Emphasis on proper coping skills and substance addiction/abuse care and recovery. HIPAA adherence, proper handling of sensitive information, consistent practice of confidentiality regarding client information and other highly sensitive information made privy to as a mental health professional. Thorough documentation was completed on a daily basis from personal, to corporate, and state-level standards. Event and function planning and execution to encourage outreach, community involvement, and making mental health a topic that could be comfortably addressed with care and respect. Budget management, interviewing/hiring, supervising, training new hires, keeping up with current methods and practices in the mental health field, and entering into uncertain, and potentially dangerous, situations involving clients in crisis were additional, regular tasks required in this role.

Bartender/Event Planner 2003-2012

Party Stars LLC

• Founding member of staff; began in the role of bartender, where tasks included: adherence to TABC laws at all times, verifying IDs, cash handling, preparing and serving alcoholic/non-alcoholic drinks, setting up and “tearing down” bar for events, recruiting new talent/”temps” as needed, communicating effectively and in a timely manner with guests and clients, keeping current on TABC laws and procedures, and popular cocktails/shots, prepping fresh garnishes/occasional food handling (certification req’d), and maintaining up-to-date inventory of all items and ingredients necessary to run a successful bar for each event was mandatory and required near-exact precision and attention to detail whilst also ensuring customer satisfaction and interacting with guests in a pleasant and professional manner. Prior to being promoted, responsibilities such as managing tip-outs, creative design regarding bartender attire to integrate with event theme/colors, etc., and reporting directly to Lead Planner with summary of the night’s events, revenue, performances, bar profits, and more, as it was asked of me.

• Promoted to Event Planner within first year. Duties included meeting with potential clients and explaining/selling services offered by Party Stars LLC., upselling services and packages, presentation of sample set-ups, menus, entertainment, etc. to clients, establishing/maintaining solid relationships with venues, talent pools, suppliers, and clients. Social media (namely Facebook) had just become “big”, at this time, and I was asked to take on the duties of what we now commonly refer to as a Social Media Marketer, Advertising Specialist, or Manager. Creative marketing concepts, scripting ads for print and audio/visual, creative writing for marketing purposes, and keeping current with Social Media trends were imperative tasks that I eagerly took on, and considered a chance to learn about a whole new (at the time) side of Advertising, Marketing and even Public Relations. 1311 N Madison A • Beeville, TX • 78102• CELL 361-***-**** • E-MAIL *****************@*****.***