Customer Service Specialist
Resume:
CL
Cassandra Lang
Professional Summary
Dynamic and adaptable professional with a proven track record in health coaching and customer service excellence. My career journey began in vacation sales and hospitality, where I excelled in motivating clients and building strong relationships. Driven by a passion for wellness, I transitioned to health coaching, a role that offered the flexibility needed while raising a young child. I am now eagerly seeking a role in a robust organization that offers opportunities for growth and professional development as well as the potential to contribute meaningfully to a team. Work History
Self-employeed - Health Coach
Apex, NC
03/2019 - Current
Heights Physical Therapy - Medical Receptionist
Gunnison, CO
02/2014 - 01/2015
Mountain Surfaces - Flooring Design Associate
Gunnison, CO
02/2013 - 02/2014
Guided clients in setting realistic goals, implementing effective action plans, and monitoring progress for long-term success.
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Implemented stress-reduction techniques into coaching sessions for improved mental well-being among clients.
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Maintained records of clients' health progress and compared to health goals.
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Maintained thorough documentation of client interactions to ensure continuity of care and track progress effectively.
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Coordinated patient scheduling, check-in, check-out and payments for billing.
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Checked patient insurance, demographic, and health history to keep information current.
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● Helped patients complete necessary medical forms and documentation. Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
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****.******@*****.***
APEX, NC 27502-6738
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Skills
● Coaching
● Holistic Wellness Approach
● Goal Setting Abilities
● Health Education
● Active listening techniques
● Client Motivation Methods
● HIPAA compliant
● Research abilities
● Problem-Solving
● Attention to Detail
● Excellent Communication
● Organizational Skills
● Active Listening
● Relationship Building
● Interpersonal Skills
● Professionalism
● Adaptability
Education
College of The Atlantic
Bar Harbor, ME
Bachelor Of Arts: Human Ecology
Completed marketing internship with
Prescott College Community Supported
Agriculture
Wrote senior thesis The Edible Backyard, a
field guide to wild food plants of Mt.
Desert Island
The Inn At Crested Butte - Assistant Manager
Crested Butte, CO
02/2009 - 04/2011
Crested Butte Vacations - Reservation Agent
Crested Butte, CO
12/2007 - 03/2009
Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
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Developed and implemented strategies to increase customer satisfaction and engagement.
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Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
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Established strong relationships with customers, designers and installers, facilitating effective communication between those groups.
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Supervised day-to-day operations to meet performance, quality and service expectations.
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Developed strong working relationships with staff, fostering a positive work environment.
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Improved guest satisfaction by addressing and resolving complaints promptly.
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Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
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● Generated repeat business through exceptional guest service. Collaborated with the management team to develop strategic plans for business growth and improvement.
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Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
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Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
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Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
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Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
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Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
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Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
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● Handled billing information over phone.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
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Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
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Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the
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Certifications
Integrative Nutrition Health Coach, 2019
reservations department.
Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
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