Customer Care Specialist with High Retention Focus

CASSANDRA “Cassy” FUQUA

214-***-**** *************@*****.***

Skills

Customer Retention

CRM Systems

Call Resolution

Conflict De-escalation

Multitasking

Client Satisfaction

Product Expertise

Cross-functional Support

Order Fulfillment

Problem-Solving

Active Listening

Time Efficiency

Professional Experience

Customer Care Specialist (Contract)

Wisteria Furniture Company, Remote – April 2024 to Present

Deliver high-touch support via phone, email, and chat for order placement, tracking, returns, and billing.

Maintain a high volume of client interactions while resolving inquiries related to shipping issues, product availability, and refunds.

Collaborate with operations, buying, and support teams to ensure prompt issue resolution and customer satisfaction.

Utilize internal systems (e.g., Gorgias, Shopify, NetSuite) to manage tickets and follow up on complex cases.

Consistently rated 5 stars in customer satisfaction surveys and recognized for exceeding performance metrics such as First Contact Resolution and Average Handle Time.

AE Customer Service Representative (Temporary)

Empyrean Benefit Solutions, Houston, TX – Sept 2021 to Dec 2021

Provided accurate information on employee benefits plans such as deductible, co-pays and pharmacy benefits through inbound calls and emails.

Resolved client concerns with empathy and professionalism; escalated complex cases as needed.

Maintained detailed records of customer interactions and supported process improvements across benefit platforms.

Customer Service Ambassador (Temporary)

Activus Connect (In-Bound Call Center), Remote – Orlando, FL – Mar 2021 to Sept 2021

Acted as first point of contact for small business clients applying for California state-funded loans.

Collected and processed detailed qualification data, ensuring accuracy in all records.

Delivered high-volume, client-centered service while navigating evolving loan program guidelines.

Handled sensitive customer data with discretion, ensuring compliance with privacy policies and fraud prevention protocols.

Contact Tracer (Temporary)

Professional Research Consultants – Omaha, NE – Dec 2020 to Mar 2021

Contacted and interviewed individuals exposed to COVID-19, collecting symptom and exposure data.

Educated affected individuals on quarantine protocols and recorded information using secure platforms.

Provided compassionate communication during sensitive health-related outreach.

Facilitated patient interviews to evaluate close contacts and support public health surveillance protocols.

Patient Care Aide

Valley Hope of Grapevine – Grapevine, TX – Feb 2019 to Jul 2019

Supported patients in a substance use recovery center by recording vitals and documenting behavioral changes.

Responded to medical and emotional concerns with professionalism, collaborating closely with medical staff.

Maintained electronic and physical charts, monitored patient safety, and reinforced recovery guidelines.

Senior Residential Assistant

Nexus Recovery Center – Dallas, TX – Jan 2012 to Apr 2018

Oversaw dorm safety and enforced policy in a women’s residential recovery program.

Facilitated group meetings, documented incidents, and addressed resident concerns with empathy and clarity.

Acted as a liaison between residents and clinical teams, supporting behavioral health needs and crisis responses.

Education

Associate of Applied Science in Counseling, Dallas County Community College

Technical Skills

Microsoft Office Suite, Google Suite, Adobe, Gorgias, Shopify, NetSuite, SharePoint

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