Customer Support & Guest Service Manager

@ embed.fbsbx.com

Meta Al

CASSIDY CARTWRIGHT

*******************@*****.*** +609-***-**** - Augusta, Georgia

PROFESSIONAL SUMMARY

Detail-oriented customer service professional with 2+ years resolving complex customer inquiries, managing

high-volume communications, and maintaining meticulous records. Proven ability to de-escalate issues through written

and verbal communication, process orders and billing with 100% accuracy, and adapt quickly to new systems. Seeking

a remote customer support role to deliver exceptional service, drive customer retention, and contribute to team success

in fast-paced digital and physical environments.

PROFESSIONAL EXPERIENCE

Guest Service Manager

+ Resolved 50+ daily customer inquiries and complaints via in-person and written communication, utilizing conflict

de-escalation and empathy to achieve high satisfaction and retention rates

+ Managed order processing, billing inquiries, and invoicing using POS and data management systems, maintaining 100%

accuracy in customer records and financial documentation

* Created clear written procedures and trained team members on customer service protocols, improving team efficiency

and service consistency across digital and physical workflows

+ Processed sensitive payroll and cash reconciliation data for multiple accounts, demonstrating strong attention to detail

and confidentiality

+ Documented customer interactions and maintained detailed logs to ensure compliance with company standards and

support quality assurance

+ Increased customer retention through strategic communication and upselling of complementary products based on

customer needs

+ Adapted to fast-paced, high-volume digital and physical environments while prioritizing tasks independently and meeting

strict deadlines

* Collaborated cross-functionally with team members and management to streamline operations and improve customer

experience workflows

EDUCATION

High School Diploma

CORE COMPETENCIES

Written Communication & Email Etiqu@tstomer De-escalation & Retention Data Entry & Documentation

CRM & Ticketing Systems Order & Billing Management Conflict Resolution

Microsoft Excel & Google Sheets Time Management & Self-Motivation Attention to Detail

Remote Collaboration Tools Problem Solving & Critical Thinking Adaptability

Loss Prevention & Compliance Typing Speed: 45+ WPM Multi-tasking in High-Volume Settings

Technical Proficiencies: Microsoft Office Suite, Google Workspace, POS Systems, Data Management, Windows OS

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