Cassandra Chaplin

**** ****** ***** ****** *****

(c.) 615-***-**** (e) adu1v8@r.postjobfree.com

Overview

Energetic employee with a strong background in customer success, customer service and support, retail sales, merchandising and technical support. Excellent technology and computer skills. Ten years + experience in retail sales. Has worked a wide variety of jobs with extensive knowledge in electronics, audio, video, modern technology. Very high energy person with a particular talent for building strong customer relationships.

Very knowledgeable about different industries from customer service to pipeline inspection. Pallet jack, order-picker, and forklift certified. Wave and cherry picker certified. Experience in merchandising, inventory, operations lead in warehouse for 1+years.

Strong background in customer success, multiple years experience in customer support, success and client facing with expertise in renewals and contracts.

Passionate about cyber security and very aware of new challenges being faced during new and more common online processes. Strong background in prevention and awareness of cyber threats.

Experience in API and coding. Proficient in MJ Freeway, POSabit, Flowhub, Treez, Leaf Logix point of sale system. Proficient in Postman and PG Admin- BioTrack.

Experience

Jane Technologies Inc.

Partner Success, Technical Support

4/2022-12/2022

Technical support representative to partners. Built and grew relationships with partners through technical assistance. Part of a very small team to very large territory (all of USA/ Canadian partners). Answered questions and provided answers to errors, incorrect images, prices, information, or products for their websites. High volume queue handling for incoming requests from partners or colleagues.

Very customer facing and energetic role with focus on partners as well as their end users. Provided friendly, easy to understand answers. Extended self for any additional questions or concerns from partners. Regular use of Zendesk for end user requests, zoom and Gmail.

oProficient in MJ Freeway, POSabit, Flowhub, Treez, and Leaf Logix point of sale system to review API code for errors.

oContinued use of Salesforce, excel, word, shared files/folders for customer satisfaction.

Blackbaud

Customer Success, Renewals Staff 11/2019-4/2022

Worked as liaison between clients and Blackbaud. Served as the main point of contact through process of renewal of software solutions. Answered questions regarding contracts, renewals, sales, discounts, and different options. Worked in high volume territory with focus on Nonprofit organizations. Very detail driven position and very organized to ensure all notes and conversations with clients are logged and saved for future conversations.

Familiar with and participated in everyday use of CPQ, Gainsight, Qlik, Salesforce, Excel, Word, Outlook, Webex and zoom. Customer focused role with specifics in maintaining positive experience for client through renewal and cancellation process. Customer delight focused role ensuring client has information needed to make decisions moving forward regarding contracts of solutions sold and maintained by Blackbaud.

Role also very technical and operational. Worked with the largest territory in organization and handled high volume shared inbox as well as personal.

Training and onboarding specialist for new Renewal team employees. Trained and mentored 8+ new team members in 2021. Continued to be a mentor to new team as well as assist with any issues or workloads for other team members after ramp up.

Participated in pilot program for new supplier price increase release and was very present for all of training while still working full time in contract renewal role. Also participated in internal process changes with new contract creation program CPQ. Have excelled in trainings, sat in on demos of products, has knowledge of solutions and empathy of issues from prior role. Very good at managing time and keeping client information safe and secured and provided when asked.

Also served on Cyber Security Insiders team within Blackbaud to train, inform and assist other employees and clients on safe cyber activities. Served 3+ years on team. Has helped with virtual cyber security escape rooms, cyber awareness month activities and phishing simulations. Very excited and passionate about cyber security. Invites and urges team members to remain cyber aware at all times. Uses knowledge of topic in personal and professional life.

Customer Support Analyst 06/2017-11/2019

Worked with clients to assist with fundraising and grant making software. Provided excellent customer service to ensure client requests and needs were met by assisting with issues, errors received, and giving steps to further ensure client-associate interaction is positive and issues are resolved. Very knowledgeable about software and computer programs used within and in association with Blackbaud. Very quick to resolve issues or inform clients if additional testing or troubleshooting is required. Received many perfect customer satisfaction surveys while in this role.

Strives to continue to learn additional programs and software. Enjoys working with clients and with technology. Works with SQL software. Familiar with DNS, IP addresses and self and hosted servers.

Has worked with programs such as: Raiser’s Edge fundraising software, eTapestry fundraising and mass communicating software, Grantmaking (MicroEdge) Gifts Online grant production and retrieving software, and is trained in Blackbaud Merchant Services dealing with client banking and confidential information.

Very knowledgeable about malware, cyber threats and phishing attempts. Completed multiple optional cyber security training programs and continues to study topic in all aspects of life. Enjoys providing support to ensure clients are not harmed by malicious cyber threats. Very aware of importance of protecting client information and encourages clients to be knowledgeable of protecting confidential information.

Best Buy

Merchandising Lead/SWAT specialist 04/2015-04/2017

First to arrive in store. Inventory management lead for store. In charge of receiving and sending orders to customers and to store. Knowledge of customer purchase history and order management. Merchandising for entire store including building furniture, endcaps, shelving, hooks and entire department facings. Power equipment certified. Filed all paperwork dealing with vendors and in store representatives. High knowledge of safety hazards around store. Installer of televisions, sound equipment, receivers, lighting, pipes and shelves.

Magnolia Home Theater Specialist 09/2014-04/2015

Sales associate of highest quality equipment sold by Magnolia A/V and BestBuy. Trained in high end advanced audio and sound installation as well as different brand stories. Exceeds in knowledge of technology and quality items hand selected to be in Magnolia brand locations.

Experience includes working with elite customers with higher quality taste and higher end products. Lead sales associate for store. Sales expand to entire district and region brand A/V.

Specific certifications for elite brands such as Bowers and Wilkins, Martin Logan, Samsung, Lg, Sony, Marantz, Denon, Yamaha, Pioneer, Definitive Technology, etc. Brand representation for these specific partners.

IGR Rentals

Pipeline Inspector 05/2013- 06/2014

First to arrive, last to leave on job site for natural gas pipeline. Personally inspected all pipes delivered to area of work. Very dangerous job, trained to react in emergency situations that are possible in industry. Did all paperwork and books for every job including every receipt, every bill, every picture and drawings of all field work. Worked with survey crew, Xray trucks and welding trucks to lay miles of FBE and ARO pipes (average 40 foot long).

Best Buy

Home Theater Sales Specialist 08/2009- 05/2013

Worked as home theater sales associate in busy location. Knowledgeable on products carried by company. Exceeds knowledge to describe use and operation of merchandise to customers. Placed special merchandise orders for customers. Created strategies to develop and expand existing customer sales. Received and processed cash and credit payments for in-store purchases. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments. Shared product knowledge with customers while making personal recommendations.

Demonstrated that customers come first by serving them with a sense of urgency. Had many regular and returning customers due to customer base and great attitude towards work and customers. Maintained friendly and professional customer interactions. Worked as a team member to provide the highest level of service to customers. Verified that all merchandising standards were maintained on a daily basis.

HHGregg

Home Theater/ Appliance Sales Specialist 01/2006- 08/2009

100% commissioned based job in fast paced work environment. Did many special order sales. Helped customers make decisions of home entertainment needs and appliance needs. Focused on package deals and vendor suggestions. Served customers quickly and efficiently. Shared product knowledge with customers while making personal recommendations. Received and processed cash and credit payments for in-store purchases. Described use and operation of merchandise to customers.

Lowe’s Home Improvement

Appliance Sales Specialist 01/2003- 01/2006

Worked as appliance sales specialist, dealing with special orders, special deliveries, in home small appliances and large home remodels. Assisted customers with all appliance and appliance accessory questions and concerns. Paid hourly plus occasional spiffs from vendors. High end appliance sales knowledge proficiency.

Delivery and install certification for all major appliances focusing on high end elite customer ordering.

Trained in other areas of store such as hardware, paint mixing/ color match, key/ re-keying, outdoor lawn equipment, kitchen cabinetry and flooring. Well-rounded employee with excessive knowledge of all aspects of store, location of items and use of products.

Victoria’s Secret

Customer Sales Associate 01/2001- 01/2004

Received and processed cash and credit payments for in-store purchases. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments. Exceeded targeted sales goals daily by making additional needed sales. Worked as a team member to provide the highest level of service to customers. Maintained friendly and professional customer interactions. Verified that all merchandising standards were maintained on a daily basis. Cleanup, restocking and ordering of new products.

Experience in management. Detailed and perfected orderly and well-manicured store.

Extracurricular Activities

Toastmasters Club member (2+years)

Board Member/ Volunteer/ Event Planner for Montego Bay Animal Haven Nonprofit 501c3 local SC chapter 5+ years

Member of Cyber Security Insiders (CSI) Team at Blackbaud 2+ years

Part Time Volunteer -multiple locations and roles- monthly 5+hours/month

Education

College: Middle Tennessee State University 2004-2012

Major in Mass Communications

Minor in Audio/Video Production

Equal studies in Medical field, Medical Technology, Microbiology, Theater

Recipient of Tennessee Hope Scholarship

Recipient of Microbiology Scholarship

Worked for MTSU television station MT10 local station

Produced 2 shows, acted on 3, worked on news and "Good Morning Murfreesboro" as camera crew/ set

Coursework in Marketing and Advertising

High School: Blackman High School 2000-2004

Graduated 2004

General studies with Advanced Honors placement in Biology, History and English Literature (4 years)

Perfect attendance for all four years of high school

French Club (4 years)

Drama Club (4 years)

Art Club (4 years)

Wrote for school paper for four years

Worked on yearbook staff 1 year

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