Cassandra Mack Email & Phone Number

• Monitor customer service operations, assess agent performance, and provide constructive feedback for improvement.• Analyze call center trends to identify opportunities for process enhancement and align strategies with desired outcomes.• Manage a team of 15-20 direct reports, including recruitment, hiring, and onboarding processes.• Lead and motivate specialists to deliver exceptional support experiences to both customers and runners.• Conduct coaching sessions for… Show more • Monitor customer service operations, assess agent performance, and provide constructive feedback for improvement.• Analyze call center trends to identify opportunities for process enhancement and align strategies with desired outcomes.• Manage a team of 15-20 direct reports, including recruitment, hiring, and onboarding processes.• Lead and motivate specialists to deliver exceptional support experiences to both customers and runners.• Conduct coaching sessions for underperforming specialists, monitor their progress, and implement improvement plans.• Achieve and sustain key performance indicators (KPIs) through effective goal setting, delegation, and leadership strategies.• Maintain accountability for team performance metrics such as productivity, quality assurance, adherence, SLAs, and customer satisfaction.Key Accomplishments o Increased team productivity by 20% through targeted coaching and performance improvement strategies.o Achieved a 95% customer satisfaction rate by implementing process enhancements and enhancing service quality. Show less

Remote

• Adhered to quality standards in handling inbound phone and chat correspondence in a time-sensitive call center environment.• Monitored interactions between employees and customers to evaluate service quality and identify areas for improvement.• Provided constructive feedback to team members based on monitored call quality to enhance overall performance.• Conducted training sessions on performance metrics and customer behavior for team members.• Implemented Monthly Performance… Show more • Adhered to quality standards in handling inbound phone and chat correspondence in a time-sensitive call center environment.• Monitored interactions between employees and customers to evaluate service quality and identify areas for improvement.• Provided constructive feedback to team members based on monitored call quality to enhance overall performance.• Conducted training sessions on performance metrics and customer behavior for team members.• Implemented Monthly Performance Plans to identify production gaps and improve operational efficiency.• Established and supervised performance targets for call center associates to ensure alignment with organizational goals.• Collected, analyzed, and utilized call center metrics such as CSAT, AHT, QA, and Missed Rate for performance evaluation.Key Accomplishments o Successfully reduced average call handling time by 20% through process optimization and coaching strategies.o Improved team performance metrics, including first-call resolution rates, by 25% within six months. Show less

Dallas-Fort Worth Metroplex

Coordinated with participating vendors during event planning.Established working relationships with clients by organizing various events.Launched social media campaign to promote Type services.Performed face-to-face meetings to finalize contract for services and event details. Performed event coordination for larger parties and gatherings.Corresponded with clients to answer questions and resolve issues.Arranged equipment, transportation and other day-of-event needs.

North Richland Hills, Texas, United States

• Supervised and mentored a team of customer service representatives to ensure exceptional service delivery.• Coordinated training sessions and provide ongoing support to ensure team members meet performance targets.• Achieved service level targets by managing call guidelines, handle time effectively, and enhancing productivity.• Provided tailored support and recommendations to meet customer needs promptly and effectively.• Enhanced customer experience by addressing concerns… Show more • Supervised and mentored a team of customer service representatives to ensure exceptional service delivery.• Coordinated training sessions and provide ongoing support to ensure team members meet performance targets.• Achieved service level targets by managing call guidelines, handle time effectively, and enhancing productivity.• Provided tailored support and recommendations to meet customer needs promptly and effectively.• Enhanced customer experience by addressing concerns with empathy, swift resolution, and proactive problem-solving.Key Accomplishmentso Consistently exceeded service level targets by 15%, optimizing call handling efficiency and customer satisfaction.o Led a team training initiative that improved response times, enhancing overall service quality and performance. Show less

Bedford, Texas, United States

• Supervised and mentored a team of customer service representatives to ensure exceptional service delivery.• Coordinated training sessions and provide ongoing support to ensure team members meet performance targets.• Achieved service level targets by managing call guidelines, handle time effectively, and enhancing productivity.• Provided tailored support and recommendations to meet customer needs promptly and effectively.• Enhanced customer experience by addressing concerns… Show more • Supervised and mentored a team of customer service representatives to ensure exceptional service delivery.• Coordinated training sessions and provide ongoing support to ensure team members meet performance targets.• Achieved service level targets by managing call guidelines, handle time effectively, and enhancing productivity.• Provided tailored support and recommendations to meet customer needs promptly and effectively.• Enhanced customer experience by addressing concerns with empathy, swift resolution, and proactive problem-solving.Key Accomplishmentso Consistently exceeded service level targets by 15%, optimizing call handling efficiency and customer satisfaction.o Led a team training initiative that improved response times, enhancing overall service quality and performance. Show less

Arlington, Texas, United States

• Assisted in triaging, investigating, and resolving potential fraud issues to maintain claims integrity and compliance.• Managed phone and written inquiries regarding pre-approvals, reconsiderations, and appeals for claims processing and resolution.• Applied medical necessity guidelines, verified coverage eligibility, identified discrepancies, and implemented cost containment measures.Key Accomplishmentso Achieved consistent accuracy and compliance in claim adjudication… Show more • Assisted in triaging, investigating, and resolving potential fraud issues to maintain claims integrity and compliance.• Managed phone and written inquiries regarding pre-approvals, reconsiderations, and appeals for claims processing and resolution.• Applied medical necessity guidelines, verified coverage eligibility, identified discrepancies, and implemented cost containment measures.Key Accomplishmentso Achieved consistent accuracy and compliance in claim adjudication, resulting in reduced errors and improved claims processing efficiency. Show less

Richardson, Texas, United States

• Processed medical claims accurately and efficiently for Medicare members among Texas Retirees' health coverage.• Managed various types of claim adjustments, from complex cases to denials, ensuring accurate processing.• Communicated with providers to explain claim adjudication discrepancies and guide them on relevant policies.• Provided clear and concise information to help providers understand and navigate claim adjudication procedures.Key Accomplishmentso Successfully… Show more • Processed medical claims accurately and efficiently for Medicare members among Texas Retirees' health coverage.• Managed various types of claim adjustments, from complex cases to denials, ensuring accurate processing.• Communicated with providers to explain claim adjudication discrepancies and guide them on relevant policies.• Provided clear and concise information to help providers understand and navigate claim adjudication procedures.Key Accomplishmentso Successfully resolved complex claim adjustments, leading to increased provider satisfaction and improved reimbursement processes. Show less

Criminal Justice

Associate'S Degree, Criminal Justice