Kassandra Gurule
Longmont
Summary
Professional client services leader with strong background in managing and optimizing client relationships. Adept at team collaboration, problem-solving, and achieving results in fast-paced environments. Skilled in customer relationship management, team leadership, and process improvement. Dependable and adaptable with focus on delivering high-quality outcomes.
Overview
25
25
years of professional experience
Work History
Gig Work
Amazon Flex, Instacart, DoorDash
Colorado
03.2024 - Current
- Self-motivated, with a strong sense of personal responsibility. 1099 contractor with a focus on efficiently delivering packages and goods in a timely manner. Maintained top tier status with efficiently delivering packages and goods safely and on-time.
Client Services Supervisor
Travel Outlook
Santa Fe, NM
01.2015 - 03.2024
- Supervised a team of Client Services Representatives, ensuring adherence to company policies and procedures; conducted regular performance evaluations for Client Services agents while identifying areas for improvement and providing constructive feedback to enhance client relationships and communication; assisted in scheduling and ensuring constant coverage for the Client Services department, created resources for Client Services and call center agents to assist customers and clients accurately and timely; conducted peer reviews for Client Services team members to ensure accurate communication with clients; enhanced client satisfaction by efficiently resolving system issues and effectively addressing concerns promptly through evaluation and research of agent calls, booking systems, and databases; communicated call concerns with clients while ensuring the availability of accurate information to over 200 call center agents; reviewed call center agent calls and provided feedback to promote productivity and customer retention; worked directly with client onboarding to obtain the needed information to ensure accuracy with call center agent resources; performed booking system and website audits and updates; developed strategies to improve customer retention rates through proactive engagement and targeted outreach efforts; knowledge and proficiency in locating and reviewing calls from multiple databases containing thousands of calls; proficiency in all booking system platforms used by call center agents for multiple property groups and hundreds of properties.
Team Lead - Barista
Brewing Market Coffee
Longmont, CO
10.2010 - 10.2012
- Shift lead, coffee and tea maestro, and barista. Preformed managerial duties including maintaining orders and inventory, employee scheduling, fully trained barista, and maintained all operations including maintenance to essential machine functionality. Trained new team members by relaying information on company procedures and safety requirements. Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives. Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times. Coached team members in techniques necessary to complete job tasks.
Customer Service Representative - Manifest
Mile Hi Skydiving
Longmont, CO
04.2010 - 10.2012
- Manifested tandem skydive instructors, videographers, and Accelerated Freefall instructors with guests. Manifested fun-jump skydivers to plane loads, checked in all guests and ensured requirements and company protocols are always met, directed and monitored air traffic for the drop zone pilots, relayed wind speed and direction to pilots to ensure jumpers safely exit the aircraft and land in the intended landing area at the airport, edited skydiving videos of tandem jumps and Accelerated Freefall students, and monitored the jump sign off logs of instructors to students.
Hotel Manager
Sandy Point Inn
Boulder, CO
01.2000 - 01.2008
- Hotel manager, customer service representative, financial management and bookkeeping assistant, sales and marketing strategies, front desk clerk, concierge, maintenance and repair, and housekeeping. Hired and trained new employees, demonstrating the best methods for serving clients and guests. Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback. Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings. Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Education
Bachelor of Arts - Astrophysical And Planetary Sciences - Astronomy
University of Colorado
Boulder, CO05-2023
Associate of Science -
Front Range Community College
Longmont, CO05-2013
Skills
- Ability to think critically, analyze concerns, and formulate solutions
- Work well and collaborate with team members to complete tasks in an orderly and timely manner
- Ability to effectively and professionally communicate with written and verbal communications
- Ability to work independently with minimal supervision in a task-based environment
- Ability to preform tasks efficiently and on-time
- Highly developed level of understanding with Office 365 applications including Word, PowerPoint, Excel, Drive Documents, OneNote Documents, Outlook emails, Outlook and Teams calendar and scheduling, Zoom, and Teams chat
- Knowledge with coding programs including Anaconda, Python, Jupyter Notebook, Spyder, C, R Notebook, HTML, and JavaScript
- Website auditing, debugging, and user enhancement
- Customer relations
- Training and mentoring
- Team building
- Schedule management
- Self starter with a can-do attitude
Timeline
Gig Work
Amazon Flex, Instacart, DoorDash
03.2024 - Current
Client Services Supervisor
Travel Outlook
01.2015 - 03.2024
Team Lead - Barista
Brewing Market Coffee
10.2010 - 10.2012
Customer Service Representative - Manifest
Mile Hi Skydiving
04.2010 - 10.2012
Hotel Manager
Sandy Point Inn
01.2000 - 01.2008
Bachelor of Arts - Astrophysical And Planetary Sciences - Astronomy
University of Colorado
Associate of Science -
Front Range Community College
Similar Profiles
Marisa RayMarisa Ray
Delivery Driver at Uber Drivers, Shipt, DoorDash, Amazon Flex, Roadie, Point Pickup, InstacartDelivery Driver at Uber Drivers, Shipt, DoorDash, Amazon Flex, Roadie, Point Pickup, Instacart
Patamawan LiPatamawan Li
Food and Grocery Delivery at Uber Eats, Doordash, Instacart, Amazon FlexFood and Grocery Delivery at Uber Eats, Doordash, Instacart, Amazon Flex
Lula TillmanLula Tillman
Independent Contractor / Side Gigs at Instacart / Uber / Amazon FlexIndependent Contractor / Side Gigs at Instacart / Uber / Amazon Flex
Hailey DonahueHailey Donahue
Junior Instructor at The Movement ProjectJunior Instructor at The Movement Project
Juan HuizarJuan Huizar
Warehouse Worker at AmazonWarehouse Worker at Amazon