Heather Cass Email & Phone Number

Winchester, Kentucky

Winchester Ky

I am currently serving the internal and external customers of Amazon.com as a Resolution Lead. In my current role I support our internal customers by assisting our Customer Service Associates with issues they are facing in real time, to ensure the satisfaction of our external customers. Along with assisting CSA's with real time issues I also provide coaching and feedback to improve their performance as well as reviewing contacts from customer feedback. In addition, I take calls from escalated customers that are dissatisfied with associates and/or internal processes to provide additional options and/or exceptions on a case by case basis, while keeping frugality in mind. To better serve our internal customers (CSA's) I monitor real time and historical metrics on a network, site, and team wide comparison weekly to ensure the issue is resolved on the first contact and to also drive their own leadership skills and help prepare them to move forward in their own careers. Most recently, I have accepted the opportunity to be a part of process improvement in which I have built a completely new process for how Resolution Leads do process improvement. With my hard work and determination I feel I will be able to inspire and motivate our teams, to develop their resources to be more effective contributors, to understand how their work fits in to the bigger picture, and to be able to make the tough decisions when necessary.

Provide resolutions for associates and customers, aiding associates through hard customer contacts while guiding the associate to resolution through a chat forum, handles escalations, monitoring queue levels, identify and resolve customer pain-points, Assisting CSA’s with difficult issues (real time), Provide feedback to CSA’s coaching lead and/or manager, Review contacts from customer feedback, Take calls from dissatisfied and agitated customers, Monitor real time and historical metrics, Project Leader (reduce customer contacts), Work with assigned team to drive down DART contacts

I advocated for the rights of the clients in the program, schedule and plan outings, run daily/weekly/monthly objectives, support and encourage community involvement and communication, encourage and teach how to self-advocate properly and with respect of person, American Sign Language, organize calendar, reflective monthly notes on all individuals in the program, First Aide/CPR certified, Medication and Administration, Restraint certified

hiring/firing, monthly inventory, scheduling, payroll, spreadsheets (excel), employee meetings, hourly/daily/weekly/monthly sales reports, monthly labor cost, and monthly paper cost

My responsibilities included organization and filing, answering phone calls, scheduling appointments, accepting payments, creating and completing legal documents (affidavits, decrees, wills, property deeds, etc.), and submitting payroll.

Diploma, Various

Education record