Cassi Kaske Email & Phone Number

-Provide quantitative and qualitative data reporting concerning contact center metrics-Analyze contact center activities to find patterns and to create short/long-term forecasts.-Provide feedback to improve business efficiency and performance while also providing input for future training needs-Report and analyze data for customer contacts which range from inbound/outbound calls, chats, emails, and social media-Reporting on advisors and the Contact Center department as a whole regarding metrics related to performance and efficiency -including but not limited to contacts handled, handle times, ACW times, available time, unavailable time, and any other departmental KPIs-Help automate a trend discovery process so the work being requested is scalable-Use reporting insights to help enhance the efficiency of the contact center operations

-Responsible for forecasting, scheduling, and providing analysis of quantitative and qualitative data from internal and external data sources in support of the Digital Care team-Minute-to-minute live management and on-the-spot problem-solving-Forecasting Contact Volumes for Digital Care (i.e., Chats, Emails, PMs, and SMS)-Collaborate effectively with key stakeholders to review the forecast and staffing plan; identify actions to maintain or improve service levels, and adjust based on the needs of the business.-Analyze trends including contact volumes, contact patterns, staff productivity, staff capacity, and resources, and use the analysis results to make decisions regarding contact center staffing

-Produce email/chat/social media comment forecasts on a daily, weekly, monthly, and annual basis-Generate and evaluate staffing schedules-Analyze contact center activities to find patterns and create short/long-term forecasts.-Provide daily/intra-day performance reports to leadership-Compare results to forecast and identify opportunities for improvement

-Respond to emails, chats, and all reasonable social media interactions -Monitor all social media mentions of the USCCA through listening software and respond accordingly-Assist online sales and ordering involving other sales channels only when needed-Handle and resolve customer issues with empathy and attention to detail-Follow up with our customers as needed to ensure the best possible service-Assists in the training of new hires via live coaching

West Bend, Wi

-Respond to all reasonable social media interactions with all current USCCA social platforms and moderate comments (Facebook and Twitter are primary) Instagram, Pinterest, Vine, and others in the future)-Regulate and moderate conversation threads using established guidelines for content on the company page.-Help create and curate content with the Marketing and Member Services Team.-Send appropriate contact to the inside sales team or member services team-Monitor and respond to any reasonable direct messages sent to all USCCA social platforms-Monitor all social media mentions of the USCCA for Twitter and Facebook through Visible Intelligence and respond accordingly-Respond to customer inquiries with knowledgeable, well-thought-out, and proofread answers-Adheres to established social media policy guidelines for responses and what is allowed to be displayed and responded to on our pages-Research required information using available resources.-Handle and resolve customer issues with little guidance and ensure issues are resolved.-Provide customers with product and service information while staying highly upbeat and positive.-Identify and escalate priority issues with the proper information and detail.

Milwaukee, Wisconsin

+ Manage digital campaigns for our client - Hyundai+ Manage Google and Bing ads for multiple dealerships on a day-to-day basis+ Create and manage 725+ Facebook ads for client+ Work with team to complete goals, but also individually to meet personal goals+ Communicate to client performance of campaigns+ Participate in weekly podcasts and monthly webinars to expand digital knowledge

Grafton, Wi

Sales Associate• Answer all questions that customers may have• Maintain store organization and cleanliness• Work on register- handle money• Collaborate with a team to ensure customers come first

Saukville, Wi

Crew Chief- managerial support with anything that store management needs, relaying information to the crew from the managers and running the shiftCrew Trainer – responsible for teaching new employees the different areas of the store and how to do the job effectively; ensuring all employee questions are addressed timely. Crew Member • Work on grills• Provide customer service taking food orders• Food delivery • Work with computers.

Work At Home

Familiarity with work at home processes and equipment set upEffectively answer and addres all customer inquiries via a phone queue Efficiently provide customer support by working in the customer database in Amazon system

Whitewater, Wi

• Served as a university ambassador in charge of informing alumni and friends and encouraging them to financially support then Annual Loyalty Fund, which serves as the foundation for all basic operations of the University• Worked within a team to provide outgoing calls• Developed strong interpersonal skills by relating to alumni of all ages, parents, and friends of the college

Bachelor'S, Digital Marketing

Activities and Societies: Alpha Sigma, AMAAlumnae Chair for Alpha Sigma Sorority House President for Alpha Sigma Sorority

High School