Kassie Madson

Customer Support and Billing Professional with experience resolving billing discrepancies, handling high-volume inbound calls, and keeping accurate account records. Combines call center and front desk experience with recent remote work as a virtual assistant and AI quality reviewer; a clear written communicator comfortable with Google Workspace and Microsoft 365.

AI Trainer Assistant - Outlier/Upwork - Remote

(2025-12 - 2026-06)

• Reviewed AI-generated technical responses for accuracy and guideline compliance, flagged errors, and provided corrective feedback to boost model output quality.
• Followed detailed instructions and maintained a consistent standard across high-volume tasks.
• Built teams and scheduled AI testing appointments with them before releasing updates within the platform; writing all feedback in a journal for the AI Trainer to follow up with.

Virtual Assistant - Upwork - Remote

(2025-09 - 2025-11)

• Managed Facebook Marketplace listings for 4 clients and screened inquiries
• Forwarded qualified leads while maintaining accurate records in Google Sheets.
• Created and kept up with an organized email account for clients’ businesses
• Made appointments for clients with other professionals or leads generated from marketplace listings

Self-Employed Nail Technician - Nails By Kass - Fountain, CO

(2023-07 - 2025)

• Built a client base through referrals by offering last-minuite appointments at competitive prices
• Handled scheduling, bookings, and payments independently; using Google sheets to track all business and personal finances
• Followed strict hygiene and safety protocols

Nail Technicial - Posh Nail Bar - Colorado Springs, CO

(2022-12 - 2023-06)

• Provided nail services in a salon team setting, following high hygiene standards
• Marketed services/salon on social media to get new clients or repeat clients to return
• Attended trainings and confrences to keep experience and skills up to date at all times
• Resolved client concerns promptly and efficiently

Billing Representative - Spectrum - Colorado Springs, CO

(2022-01 - 2022-06)

• Handled inbound calls to reconcile delinquent accounts and coordinated with intermediaries to secure payments
• Resolved billing discrepancies and entered payment data in a high-volume call center [200+ payments weekly]
• Compared billing systems against account history to find payment conflicts, escalating unresolved cases to senior support
• Ran quality checks on bills and kept detailed account documentation

Warehouse Associate - Amazon - Colorado Springs, CO

(2021-07 - 2022-01)

• Maintained inventory accuracy with hand-held scanners and corrected discrepencies
• Inspected shipments for damage and met productivity and safety standards

Front Desk Receptionist - Holiday Inn Properties - Colorado Springs, CO

(2019-04 - 2021-07)

• Provided coordinated guest services for 50+ reservations each week and increased return bookings through excellent service.
• Managed multi-line phone systems by routing guest requests to housekeeping, maintenance, and management teams to resolve issues quickly.

Bachelor of Science - Computer Science - Western Governors University (2028-2029)

Nail Technician Licensing - Paul Mitchell The School (2022-06 - 2022-12)