Open to opportunities

Rashuan Ceasar

@rashuanceasar

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Customer service professional leveraging CRM expertise and data analytics coursework to resolve complex issues.

United States

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What I'm looking for

I’m looking for a fast-paced role where I can apply my customer service, accuracy, and process-management strengths. I want to learn order entry systems quickly, maintain quality metrics, and collaborate with internal teams to deliver smooth, compliant outcomes.

I’m a detail-oriented customer service professional who thrives in high-volume, fast-paced environments where accuracy and empathy both matter. I’ve delivered strong customer support through phone, email, and chat while keeping quality, compliance, and response-time standards consistently on track.

In my current role, I handle high-volume customer support, averaging 85 interactions per day while maintaining high CSAT scores. I troubleshoot policy, billing, and technical issues, document cases in CRM and internal systems, and escalate when needed to ensure fast, correct resolutions. I also educate customers on complex insurance products and digital platforms, clearly explaining technical processes with a white-glove service mindset.

Earlier experience at Walt Disney World Resort strengthened my ability to manage sensitive information and produce reliable documentation under strict standards. As a Security Officer, I ensured incident documentation accuracy, prepared detailed compliance reports for tracking and trend analysis, and maintained confidentiality while following security protocols.

I’ve also worked as an Emergency Medical Technician (EMT), where I maintained accurate patient records and coordinated smooth transitions with hospitals and medical providers. Alongside my operational experience, I’m building analytical capability through my BS in Business Administration coursework (including Statistical Analysis, Data Visualization, SQL Databases, Data Mining, and Business Analytics) and an in-progress Google Data Analytics Certification.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Progressive Corporation

Apr 2024 - Present (2 years 2 months)

Provided high-volume customer support via phone, email, and chat (avg. 85 interactions/day) while maintaining high CSAT. Troubleshot policy, billing, and technical issues, documenting cases in CRM to track resolutions and escalations.

Customer Service Call Center Operations Email Support Chat Support Phone Support Technical Troubleshooting Escalation Management

Sales and Solutions Specialist

Walt Disney World Resort

Apr 2024 - Jun 2025 (1 year 2 months)

Handled high-volume inbound calls for account inquiries, troubleshooting, and issue resolution with a professional, empathetic customer approach. Documented interactions in CRM systems to improve service efficiency and provided feedback on common customer issues to enhance support processes.

Inbound Call Support Customer Account Support Technical Troubleshooting Customer Service Conflict Resolution

Security Officer

Walt Disney World Resort

Jul 2016 - Apr 2024 (7 years 9 months)

Ensured accurate incident documentation to support legal and HR departments. Prepared compliance reports for tracking and trend analysis while maintaining strict security protocols for confidential data.

Incident Reports Compliance Reporting Security Protocols Report Writing

Attractions Host

Walt Disney World Resort

Aug 2022 - Dec 2023 (1 year 4 months)

Used visitor data to guide guests and enhance park experiences. Conducted operational checks and helped optimize guest traffic flows through day-to-day on-site support.

Visitor Data Use Crowd Traffic Flow Support Customer Service Time Management

Emergency Medical Technician

American Ambulance

Dec 2021 - Apr 2022 (4 months)

Maintained accurate patient records for regulatory compliance and coordinated with hospitals and medical providers to support smooth patient transitions. Applied data analytics to support rapid decision-making in high-pressure environments.

Regulatory Compliance Data Informed Decision Making Documentation

Education

Degrees, certifications, and relevant coursework

Southern New Hampshire University

Bachelor of Science, Business Administration

Activities and societies: Coursework: Statistical Analysis, Data Visualization, SQL Databases, Data Mining, Business Analytics

Currently enrolled in a Bachelor of Science in Business Administration, covering coursework in statistical analysis, data visualization, SQL databases, data mining, and business analytics.