Mike Cassettari

Enthusiastic with a passion for resolving customer issues and a commitment to enhancing their ultimate satisfaction with their experience. My problem solving skills, empathy, and ability to multitask will enable me to create a positive experience for customers.

Customer Service Representative - Home Depot

(2017-03)

• Assist walk-in customers with finding products and solutions for their home renovating projects.
• Greet every guest with friendliness and enthusiasm.
• Learn about customer home improvement projects in order to help them complete them successfully.
• Suggest relevant products and services offered by Home Depot.
• Fine tune conflict resolution skills by addressing customer complaints and escalate issues to management for timely resolution.
• Maintain store appearance and drive sales by ensuring endcaps and product displays are full.
• Initiate one stop shopping by walking customers through the steps of their project or repair.
• Fulfill OSA goal of 91% on a weekly basis.
• Proactively identify process improvements and make suggestions to management.
• Achieve daily goal standards on customer satisfaction surveys.

Customer Service Supervisor - Old Time Pottery

(2013-07 - 2026-03)

• Responsible for a staff of 10 employees.
• Assign projects to employees while at the same time ensuring good flow of customers at the register lines.
• Develop team work and utilize multi-tasking skills to complete projects while serving the needs of customers.
• Resourcefully resolve customer problems and complaints both over-the-phone and in-person.
• Process cash and credit transactions while following company SOP for the return of merchandise.
• Balance cash drawers at the end of the business day.
• Perform cycle counts of inventory.
• Process incoming freight while maintaining and organizing receiving in order to eliminate shrink.

Bachelor of Arts - Augustana College (1991-08 - 1995-06)