Cassie Elson Email & Phone Number

Cassie Elson is a Customer Experience Training Specialist at JEA. She possess expertise in cc&b, training and development, training manuals, training facilitation, employee training and 29 more skills. She is proficient in English.

Listed skills include Cc&B, Training And Development, Training Manuals, Training Facilitation, and 30 others.

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  Customer Experience Training Specialist

  Jea

  Jun 1999 - Present - Jacksonville, Florida Area

  My current position with JEA is an Operational Trainer. I facilitate a wide range of classes from 15 minute huddles which are quick hits of information that have a high impact to customer satisfaction. To a 7 week class of new hires teaching our rules, regulations, policies, and procedures. Which includes use of CC&B an Oracle product. The courses that I develop and facilitate range from paper facilitation lead to online interactive courses. Workshops and huddles conducted require training materials to be researched, designed and developed, and verified by processes owners before delivery. Online interactive lessons are developed with Articulate 360; Rise and Storyline. Post class/huddles are conducted to gain lessons learned. Tracking is measured in 30/60/90 day progression charts. Team building and partnership is essential in this fast paced operational training environment. I started with JEA Working and spent 7 years in a high volume in bound call center. Completed and canceled work request. Started and stopped electric and water service using People Soft tool.From Oct 2006 to June 2010 worked in Quality Assurance doing daily monitoring of both record calls from a high volume call center and in person live quality monitering of payment tellers in branch locations.Provided positive and effective coaching techniques to encourage improvement in consultants.Worked in branch locations as back office specialist. Collected daily cash drops prepared by consultants. Balanced tills for nightly closure. Prepared large bank deposits for pickup by armored vehicle.June 2010 to April 2013 I was a supervisor in a high volume call center. Daily coaching for a team of 32 or more consultants. Answered questions about billing and start/stop utility accounts. Completed spread sheets in Excel for tracking trends. Coaching was recorded in Impact 360. Encourged positive working enviroment with team challenges and entertaining interactions.

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  Florida State College At Jacksonville

  Business Administration And Management, General