Cassandra Hendricks Email & Phone Number

United States

Amarillo, Texas Area

Responsibilities include planning, implementing and managing strategic initiatives. Including multi-level program initiatives, monthly metrics, staffing models, risk managment and process standardization. Trending business volumes to budget adherence with robust reporting. Managing the expectations of all levels of management which includes assessing and communicating business and technical risks.Management oversight of 1 Operations business analysts. Business Continuity Planning for a 1000+ seat site, performing end to end annuity operations processing. Maintaining Risk and Business Impact analysis documents. Manage three phase business continuity coverage strategy, work from home, local alternate site critical seating and sister site work redirection. Promoting monthly and quarterly testing with issue resolution where required.

Amarillo, Texas Area

Responsibilities include planning, implementing and managing moderate to complex projects. Developing project objectives, defining the scope of effort required to meet the objective by defining activities, sequence of events, dependencies and duration of tasks required to complete the project. Managing the expectations of all levels of management which includes assessing and communicating business and technical risks.Management oversight of 5 Operations business analysts. Business Continuity Planning for a 1000+ seat site, performing end to end annuity operations processing. Maintaining Risk and Business Impact analysis documents. Manage three phase business continuity coverage strategy, work from home, local alternate site critical seating and sister site work redirection. Promoting monthly and quarterly testing with issue resolution where required.

Amarillo, Texas Area

Responsibilities include leadership of day to day operations for various functions areas within an Annuity department including a staff of 30, 3 Managers and 27 team members. Led the project to mainstream the functions within the operations organization aligning the teams into three functional areas of client care center, processing and OBS.

Amarillo, Texas Area

Management of various team sizes ranging from 12-19 staff members representing several functions areas within the organization and multiple lines of business. Policy Owner Services, Client Care Center, Distributions NIGO. Responsible to monitor queue and call volumes to meet daily production service levels. Communication goals and expectations. Managing individual performance and production.

Amarillo, Texas Area

Responsible to research and resolve Operations and Tax Control mainframe system service request and production problems. Role included facilitating meetings with management to gather information regarding submitted service request, answer outstanding questions, provide feedback, and write clear Business Requirement Documentation for the Information Technology department to utilize in addressing the service request. Testing the programming specifications of the service request at multiple levels to insure that the desired resolution has been met. Presenting test results with required documentation to the department leadership team(s) for approval.

Amarillo, Texas Area

Performed policy owner processing duties for multiple lines of business in addition to responding to client correspondence and complaints. Was a member of the specialty tax project team awarded the GAAB (Going Above And Beyond) award in July 2003. Awarded Circle of Excellence in October 2004 which recognized individual performance and quality.