100% Remote Data Entry Clerk,Administrative Assistant

Contact

**.*********.*****@*****.**

m

www.linkedin.com/in/casscillacosby

(LinkedIn)

Top Skills

Avaya CMS

Salesforce.com

SharePoint

Casscilla Cosby

Customer Service Rep Customer Success Operations Data Entry

CRM & Ticketing Specialist (Salesforce, Zoom, Google Calendar, Zendesk) Billing & Workflow Coordination Process Improvement & Reporting

Atlanta, Georgia, United States

Summary

Customer Success Operations professional with 8+ years of experience supporting high-volume SaaS-style environments through CRM systems, ticketing platforms, billing coordination, and operational reporting. I specialize in managing customer workflows across Salesforce and Zendesk, including ticket triage, queue management, backlog prioritization, SLA tracking, and CRM data accuracy. I bring a strong operational mindset focused on improving efficiency, maintaining data integrity, and supporting seamless customer lifecycle processes. Throughout my career, I’ve supported key Customer Success functions including onboarding coordination, renewal support, billing issue resolution, and cross- functional collaboration with Finance and Support teams. I’ve also contributed to reporting dashboards and process improvements that have increased operational efficiency by up to 30%. I am now focused on growing within Customer Success Operations in a SaaS environment, where I can contribute to scalable workflows, process optimization, and data-driven operational support that improves both team performance and customer experience.

Experience

TSYS

Customer Service Representative

January 2024 - Present (2 years 5 months)

United States

Operated within remote work and virtual team environment. Handled high-volume inbound customer calls, resolving a wide range of account, billing, and service-related inquiries with professionalism and efficiency.

Processed secure card payments accurately while maintaining compliance with company policies and data security standards. Page 1 of 3

Built and maintained strong customer relationships by delivering empathetic, solution-focused support and ensuring positive customer experiences. Managed customer complaints by documenting issues, resolving concerns promptly, and escalating complex cases to the appropriate departments when necessary.

Maintained up-to-date knowledge of company policies, procedures, and system updates through ongoing training and internal resources. Identified recurring customer issues and proactively communicated potential operational concerns to management and cross-functional teams to support process improvements.

TRC Talent Solutions

2 years 5 months

Data Entry Operator

August 2021 - December 2023 (2 years 5 months)

United States

• Exceeded performance metrics for speed, accuracy, and quality.

• Processed high volume of forms 8850,9061 WOTC under deadlines high attention to detail.

MS Access and SharePoint

• Able to work with limited supervision.

Solid web research capabilities.

Strong time management and reliability

• Review data for deficiencies or errors, take corrective actions Data Entry Clerk

August 2021 - December 2023 (2 years 5 months)

Exceeded performance metrics for speed, accuracy, and quality. Processed high volume of forms 8850,9061 WOTC under deadlines high attention to detail. MS Access and SharePoint. Able to work with limited supervision. Solid web research capabilities. Strong time management and reliability. Review data for deficiencies or errors, take corrective actions. TruGreen Commercial

Commercial Account Specialist

December 2017 - July 2021 (3 years 8 months)

Managed CRM operations for 300+ customer records monthly with 100% data accuracy

Supported customer lifecycle workflows including onboarding, account updates, and service coordination

Page 2 of 3

Coordinated cross-functional communication between internal teams and external vendors to ensure service accuracy and timely execution Improved onboarding workflow efficiency, reducing processing time by 30% Supported billing accuracy and invoice validation, reducing errors by 20% Executed customer engagement and outreach campaigns, increasing engagement by 25%

Tracked KPIs and operational performance metrics for leadership reporting First Step Staffing

Administrative Assistant

May 2015 - November 2017 (2 years 7 months)

Atlanta, GA

• Coordinated communication with clients to identify staffing needs and fill positions efficiently.

• Ensured timely transportation arrangements to job sites, enhancing operational efficiency.

• Managed background check requests and assisted with drug test procedures, ensuring compliance with company policies.

• Facilitated paycard requests to Payroll, streamlining the payment process for employees.

Education

Athens High School

High School Diploma · (August 1990 - May 1994)

Strayer University

Bachelor of Business Administration, Business Administration and Management, General

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