Cassandra Downs: Customer Service Operations Support Specialist in Fallbrook, CA

• Internet Data Exchange (IDX) Product Specialist • Effectively manage the growth, improvement and trouble shooting of IDX product • Decreased IDX paperwork backlog by 200 clients, 125%, in 5 months • Excelled in meticulous analysis of IDX backlog strategies tested and executed • Efficiently train and educate new and existing customer service and sales employees on IDX product and marketing production process (over 150 total trained) • Maintain website compliance and up to date records with over 150 real estate boards • Facilitate domain purchases, renewals, transfers, and modifications to completion • Troubleshoot domain problems • Effectively communicate the domain transfer and modification process to clients • Collaborate with various departments to ensure quality and timely service • Effectively manage quality assurance of customer service team’s work and performance to ensure quality of service • Meticulously complete graphic design upgrades and edits to website utilizing adobe tools and basic html coding • Improve functioning of products by running quality tests to locate bugs • Assist developers in fixing bugs by providing extremely detailed descriptions and examples of product issues • Better the customer experience by running tests to ensure issues are resolved once bug fixes are live Software Systems Used: • Microsoft Excel, Power Point, Outlook and Office • Netsuite Customer Resource Management System • OpenSRS • Adobe Acrobat and Photoshop • Unfuddled Quality Assurance System

Internet Marketing Consultant • Business to business sales of social media and mobile marketing solutions • Prospecting and lead generation with strong success of cold call conversion • Conducted over 150 cold calls daily to generate qualified leads and extend sales pipeline • Effectively and powerfully presented daily online product presentations

• Administered billing up to fifteen jobs at one time • Developed bids for million dollar jobs using Intuit QuickBooks • Analyzed blueprints to determine materials needed • Coordinated work plans with multiple contractors