Cassandra Milano
@cassandramilano
Customer support specialist with expertise in trust & safety and high-volume SaaS platforms.
United StatesWhat I'm looking for
I am a dedicated customer support specialist with extensive remote experience across Trust & Safety, payroll, healthcare, and government contact centers. I have evaluated content moderation actions, handled high-volume orders and payroll accounts, and resolved complex taxpayer and patient issues while maintaining compliance and confidentiality.
My strengths include first-contact resolution, ticketing and queue management, and adherence to SLAs and KPIs. I am proficient with Zendesk, Slack, and Oracle, and I’ve coordinated with internal safety teams and external partners to escalate high-risk cases and streamline resolution workflows.
I bring a user-focused approach, strong written communication, and disciplined process adherence to reduce escalations and improve user outcomes. I’m seeking opportunities where I can apply trust & safety, customer experience, and multichannel support skills to protect users and enhance service quality.
Experience
Work history, roles, and key accomplishments
Evaluated content moderation actions for policy accuracy, reversing inappropriate penalties and coordinating with Trust & Safety and Child Safety teams to report high-risk content and escalate cases to NCMEC.
Customer Support Representative
Goldbelly
Nov 2022 - Feb 2024 (1 year 3 months)
Managed high-volume customer orders and exceeded response and accuracy KPIs while coordinating with logistics and restaurants to resolve shipping and delivery issues.
Contact Representative
Internal Revenue Service
May 2022 - Sep 2022 (4 months)
Investigated and resolved tax payment discrepancies, processed adjustments and refunds, and updated taxpayer accounts to prevent penalties and maintain compliance.
Call Center Representative
Sutter Health
Feb 2022 - May 2022 (3 months)
Managed medication refills, scheduled appointments, triaged urgent calls and initiated emergency services while adhering to HIPAA and COVID-19 protocols.
Administered payroll for 400+ clients, managed employee lifecycle tasks, trained clients on Paychex software, and generated compliance reports for federal and state guidelines.
Customer Service Representative
Internal Revenue Service
Jun 2020 - Apr 2021 (10 months)
Provided guidance on payment requirements, tracked and resolved lost or delayed payments, and educated taxpayers on self-service resources and forms.
Education
Degrees, certifications, and relevant coursework
Smyrna High School
High School Diploma, General Education
High School Diploma from Smyrna High School in Smyrna, Tennessee.
Availability
Location
United StatesAuthorized to work in
Job categories
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