Kassi Cross Email & Phone Number

• Built/Developed the Market Manager Escalation team, managing agents, fielding questions in regards to bookings/systems and assist in resolving business critical issues and social media escalations.• Across multiple departments led and implemented best practices with agents on a regular basis and made myself an integral part of the knowledge resource system by building and managing good working relationships.• Multi-tasking abilities while preparing reports, assisting my agents with issues, resolving customer concerns and assisting with special projects.• Quality Monitoring and Personal Development of agents and leadership team• Liaison for communications in other departments and other points of contact within Hotels.com/Expedia.

Springfield,Mo

• I willingly shared my best practices with agents on a regular basis and made myself available as a lead to assist agents with questions.• Ambassador for Voyager Tools.

Springfield, Missouri Area

• SME Agent – Worked closely with agents and helped leadership as needed• Worked with customers by ensuring all of their needs and concerns were addressed and taken care of in a timely manner, going above and beyond for these premium customers

Springfield, Missouri Area

• Responsible for using my customer service skills to build relationships with clients and employees.• Managed and grew work orders submitted via clients such as Aldi & Anheuser Bush

Springfield, Missouri Area

• Recruitment of RN’s/LPN’s/CNA’s using phone skills to cold call, flyers and networking via word of mouth to recruit the best fitted applicants for families needing service• Leveraged policies and procedures within the company were being followed correctly and followed through with disciplinary action when necessary.• Effectively managed/created daily schedules for employees and clients.

•I work closely with customers by insuring all of their needs and concerns are addressed and taken care of in a timely manner.•I promote and sell/up-sell Verizon Wireless products and services to best service the individual account. •I continually meet and exceed personal and cooperate wide goals set by Verizon Wireless. This is done through calls per hour, quality monitoring, and customer evaluations.

Bachelor, Marketing

Activities and Societies: Zeta Tau Alpha

Bachelor Of Marketing, Marketing