Call Center Customer Service

Laura Cassarino

Cell 209-***-****, Email **********@***.***

Customer Support Specialist, Call Center Agent, End User Support Analyst

PROFESSIONAL SUMMARY

Accomplished Customer Service Specialist with over 25 years of experience in supporting customers.

Supervising expert ensuring all operational infrastructure was maintained, coached employees with new processes and served as an escalation point with day to day personnel activity.

Detail oriented with strong multi-tasking abilities, excellent interpersonal and communication skills and capable in independent operations and team dynamics.

Effective vendor manager, guiding vendors with assisting customers and company liaison for vendors to assist with notifications, and troubleshooting.

Proven record of successful streamlining, optimization of process and procedures for both vendors and customers.

History

Stanford Health Care, Newark, CA

Patient Access Call Center Agent (SPARC POD A) (November 2018 – Present)

Answer high call volume patient calls, assist patients with scheduling and canceling appointments. Create and route messages for patient, clinical staff, pharmacist, and others. Utilize call center applications, such as EPIC software application and spreadsheets with clinical contact and routing information.

Livermore Ford, Livermore, CA

Customer Service Representative (August 2016 – July 2018)

Provide customer support with account receivable tasks and cashiering for the Service and Parts department. Assist customers with billing questions, adjustments or research inquires regarding statement charges. Coordinate bank deposits for dealership, including recording activity in CDK software program. Manage credit card activity ensuring transfer of funds from vendor to dealership banking accounts.

Process all work orders and invoices generated from the Service and Parts departments. Ensure the correct billing information is documented on all work orders and invoices. Provide internal documentation for any warranty, recall and escalation activity to the correct analyst. Maintain loaner car, warranty and internal charges spreadsheets for dealership management.

Natus Medical INC, San Carlos, CA

Customer Service Representative (July 2015 – August 2016)

Process domestic customer purchase orders by fax, email or phone. In a call center environment ensure sales orders are processed and completed in a timely manner. Provide customer follow up when revised purchase orders are required. Customer liaison with shipping requests, issues or escalations. Department backup when required.

Nordstrom, Pleasanton, CA

Sales Associate (November 2014 – July 2015)

Provide retail support for store customers. Ensure department floor is clean, organized and daily chores are completed.

Hewlett-Packard. INC, Palo Alto, CA

IT OPERATIONS Support Analyst (October 2011 – July 2014)

Global customer support and escalation point of contact for over 185,000 subscribers, assisting customers with mobility devices, including purchase, troubleshooting, replacement and ongoing support.

Global vendor manager for mobility carriers including ongoing meetings, hardware and software compliance. Department finance contact which included operational finances, monthly projected costs, accruals and run rates.

Supervised 20 employees with day to day activity, new training, documentation, and any personnel occurrences.

TELECOM ANALYST, CONTINGENT EMPLOYEE (April 2010 – October 2011)

Herwlet Packard America’s VoIP transformation projects Voice Operations team lead including coordination of hardware installation, circuit installation and testing, incident tickets, request for changes, move to production and end-user training.

Liaison for Voice Operations support personnel and sub-contractors, aiding project request and development of support material. Provided remote operational support of telephony-related technology for contact center environments.

ITO SPECIALIST V, Palo Alto / Mountain View, CA, (September 1997 – October 2005)

Managed call centers for San Francisco Bay Area with 7 divisions with 75 supervisors and 1,650 agents including collaborating with internal organizations regarding all call center activities while handling complex call center issues and projects. Provided consulting expertise to ensure customers understand their call center environment and ensure the functionality meets Hewlett Packard standards. Provide technical assistance for HP trade pursuits such as consultation for AVAYA, Nortel, NEC PBXs and AVAYA Audix, Octel, Nortel Meridian Mail voice mail systems.

Education and Professional Development

Commissioned Notary

Foothill / DeAnza: Approximately 2 years of general education and information technology classes.

Certification of Nortel, Lucent (Avaya) and Voice Mail systems.

Abraham Lincoln High School, San Jose, CA, graduated with diploma.

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