Cassidy Pace Email and Phone Number

Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in 30 -70 surveys a monthProvided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team and managed amentor bay with over 150 new hiresManaged a high volume of incoming calls and emails, consistently meeting 80% - 100% TNPS monthly. Exceeding the average TNPS of at least 75% a month.Quickly became a SME (subject-matter expert) and constantly up-trained to learn more skills to better be able to do my job without backend T2 helpPromoted to Team Lead, managing a team to ensure adherence to all company policies and call flows.Coached agents to enhance their call handling behaviors, providing constructive feedback and encouragement for improvement.Developed comprehensive reports to monitor key metrics such as TNPS, NTT, NHT, issue resolutions, survey pitches, confidence, and average talk time.Conducted monthly one-on-one sessions with agents, followed by weekly check-ins to discuss performance, behaviors, and strategies for improvement based on report data.Efficiently resolved agent time issues, troubleshot technical problems, submitted time adjustments, and maintained active engagement with the teamchannel.Utilized tools such as Slack, Teams, Qlink reports, QoS reports, VOC survey reports in Salesforce, Amazon Connect phone tool, Outlook, SharePoint,OneNote, and all Microsoft 365 apps to perform daily job duties.Performed daily call monitoring to identify policy non-compliance or time theft, implementing necessary disciplinary actions to uphold company integrity.

• Design logos using Adobe software, ensuring client satisfaction and timely delivery, enhancing brand identity.• Collaborate with clients to understand their needs, resulting in custom designs that meet deadlines.• Utilize Adobe tools to create unique logos, consistently meeting client expectations and project timelines.