Cassie Lin

Austin, TX *****

adz5ld@r.postjobfree.com

+1-510-***-****

Authorized to work in the US for any employer

Work Experience

Stay at Home Mom

May 2021 to Present

I am currently a stay at home mom caring for my 3 children. I was not able to find sufficient childcare and now that I have reliable, safe child care, I am ready to go back to work. Call Center Representative

T-Mobile - Remote

January 2018 to April 2021

• Manage large amounts of inbound and outbound calls in a timely manner

• Follow communication “scripts” when handling different topics

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

• Seize opportunities to upsell products when they arise

• Build sustainable relationships and engage customers by taking the extra mile

• Keep records of all conversations in our call center database in a comprehensible way

• Frequently attend educational seminars to improve knowledge and performance level

• Meet personal/team qualitative and quantitative targets

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Made reasonable procedure exceptions to accommodate unusual customer requests.

• Provided accurate and appropriate information in response to customer inquiries.

• Demonstrated mastery of customer service call script within specified timeframes.

• Addressed the customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.

• Developed effective relationships with all call center departments through clear communication.

• Ran reports and supplied data to fulfill customer report requirements.

• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

• Built customer loyalty by placing follow-up calls for customers who reported product issues. Sales Consultant

FedEx Office - Birmingham, MI

June 2016 to December 2017

• Follows instructions of supervisors and assists other team members in performing store functions

• Assists in the training of store team members

• Demonstrates consultative behaviors in a retail environment to understand each customer’s individualized need

• Provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate FedEx Office products and services

• Provides an outstanding customer service experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs

• Ensures all customer problems are resolved quickly and to the satisfaction of the customer

• Takes complex customer orders using order systems and provides accurate pricing information

• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels

• Sets up and operates printing, binding, and other related equipment using customer supplied original media and documents

• Maintains a safe, clean and orderly retail Store

• Ensures confidentiality of customer data and careful handling of documents, media, and packages

• Processes financial transactions using a Point of Sale terminal (POS),including handling cash and making change

• Cleans, repairs, and stocks all retail store printing and shipping equipment and supplies to provide optimal performance and availability

• Stays current on retail Store merchandising materials and ensures proper display of all retail area product and signage

• Takes preemptive action to prevent errors and waste

• Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits

• Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety, customer service and security policies and procedures

• Performs multiple tasks at the same time

• Looks for opportunities to improve knowledge and skills within the retail Store

• Able to operate with minimal supervision

• Adheres to all FedEx Office team member and retail store standards, as outlined in the team member handbook

• All other duties as needed or required

Non-Certified Nursing Assistant

Cherrywood Nursing & Living Center - Macomb County, MI September 2014 to June 2016

Participate in patient care assessments.

1. Assist patients in maintaining optimum nutritional status. 2. Assist patients in maintaining optimum bowel and bladder functions. 3. Assist patients in participating in therapeutic activities. 4. Assist in development of patient treatment plans. 5. Provide direct patient care in accordance with treatment supervisor/Nurse manager. 6. Demonstrate understanding of and utilize proper infection control policies/practices. 7. Accompany patients as needed to various activities and functions. 8. Complete required documentation accurately and in a timely manner. 9. Participate in the restorative nursing program. 10. Maintain a clean, safe and secure environment for patients. 11. Act in compliance with all corporate, state, federal and other regulatory standards. 12. Attend meetings and in-service sessions as directed. 13. Access continuing education opportunities as appropriate to discipline in order to maintain clinical currency.

14. Participate in the quality improvement process by responding appropriately to results of medical records audits, patient satisfaction requirements. 15. Participate in the quality improvement committee/activities as requested and promote quality improvement.

16. Will participate in the facility safety program and assist in promoting the awareness of safety issues. 17. Will participate in the Facility Safety Committee, as requested. 18. Perform other duties as assigned.

Education

Associate of Applied Science

Oklahoma State University-Main Campus - Oklahoma City, OK August 2021 to Present

High school diploma

Wright Career College - Wichita, KS

Skills

• Microsoft Office (2 years)

• Computer Skills (5 years)

• Sales Experience (5 years)

• Shipping & Receiving (Less than 1 year)

• Customer Service (5 years)

• Retail (5 years)

• Cash Handling (5 years)

• Phone Etiquette (5 years)

• Typing (5 years)

• Nursing Home Experience

• Patient Care

• Vital Signs

• Caregiving

• Technical support

• Medical terminology

• Sales

• Retail sales

• Customer support

• Microsoft Word

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