Cassidy Peil
Tucson
Summary
Results-oriented leader with expertise in customer service, operations management, and team development. Skilled in leading teams, enhancing customer relationships, and driving process improvements that boost efficiency and satisfaction. Communicates effectively, collaborates across teams, and excels in both remote and corporate settings.
Overview
13
13
years of professional experience
Work History
Store Manager
EZCorp Corporate Office
Tucson, AZ
05.2017 - Current
- Directed the daily operations of a multi-million-dollar retail location, consistently meeting or exceeding sales, profitability, and operational goals.
- Managed full profit and loss (P&L) responsibility, ensuring effective budgeting, expense control, inventory management, and financial reporting.
- Successfully achieved sales targets, operational benchmarks, and customer satisfaction metrics in a high-volume retail environment.
- Led, coached, and developed a high-performing team through hiring, onboarding, training, performance management, and succession planning.
- Oversaw inventory control, loss prevention initiatives, merchandising, and stock management to maximize profitability.
- Analyzed sales trends, KPIs, and operational metrics to identify opportunities and implement strategies that increased revenue and productivity.
- Delivered exceptional customer service by resolving escalated concerns and implementing customer-focused solutions.
- Coordinated cross-functional initiatives and collaborated with district leadership to execute company programs, aligning efforts with business objectives.
- Maintained compliance with company policies, safety regulations, and audit standards while ensuring operational excellence.
- Managed scheduling, payroll, labor allocation, and staffing to optimize productivity while controlling labor costs.
- Led change management initiatives, including new process implementation, system rollouts, and operational improvements.
- Fostered positive, accountable workplace culture to enhance employee engagement and drive performance improvements.
Customer Service Manager
C3 Customer Contact Channels
Las Vegas, NV
01.2014 - 05.2017
- Led customer service team to enhance service delivery standards and improve customer satisfaction.
- Implemented training programs to develop staff skills and boost team performance.
- Analyzed customer feedback to identify trends and drive process improvements.
- Developed strategic initiatives to streamline operations and reduce response times.Led and supported a team of Customer Service Representatives by providing coaching, guidance, and daily operational support.
- Assisted with onboarding, training, and development of new employees to ensure service quality and company standards were met.
- Monitored team performance metrics, customer satisfaction scores, response times, and productivity goals.
- Resolved complex customer issues and escalations while maintaining professionalism and improving customer retention.
- Served as a point of contact between frontline representatives and management to communicate updates, policies, and process changes.
- Provided real-time support and troubleshooting assistance to team members handling challenging customer interactions.
- Identified opportunities to improve workflows, reduce inefficiencies, and enhance the overall customer experience.
- Maintained accurate customer records and ensured compliance with company procedures and documentation standards.
- Assisted with quality assurance reviews, call evaluations, and performance feedback to improve team effectiveness.
- Managed high-volume customer inquiries through phone, email, chat, and other communication channels.
- Collaborated with internal departments to resolve customer concerns and improve service delivery.
- Helped create a positive team environment focused on accountability, collaboration, and continuous improvement.
- Tracked daily operations and prepared performance updates and reports for leadership.
- Supported the implementation of new systems, procedures, and customer service initiatives.
Education
No Degree - Business Administration
University of Arizona
Tucson, AZ05-2027
Skills
- Leadership & Management
- Retail operations
- Operations Management
- P&L management
- Budget Management
- Staff Scheduling & Workforce Planning
- Employee Engagement
- Performance Management
- Team Leadership & Development Business & Operations
- Employee Coaching & Training
- Cross-Functional Collaboration
- Change Management
- Process Improvement
- KPI reporting
- Data analysis
- Sales Analytics
- Compliance & Quality Assurance
- CRM management Customer Experience
- Customer Success
- Client management
- Customer Relationship Management
- Service Excellence
- Escalation Resolution
- Account Support
- Customer Support Remote & Corporate Skills
- On-Site Team Coordination
- Remote Communication
- In-Store Communication
- Organization & Prioritization
- Documentation
- Sales Reporting
- Adaptability
- Point-of-Sale (POS) Systems Technology Skills (include only what applies)
- CRM Software
- Microsoft Office Suite
- Google Workspace
- Scheduling Software
- Inventory Management Systems
- Data entry systems
- Conflict Resolution
Timeline
Store Manager
EZCorp Corporate Office
05.2017 - Current
Customer Service Manager
C3 Customer Contact Channels
01.2014 - 05.2017
No Degree - Business Administration
University of Arizona