Cassandra Shepherd Email & Phone Number

Pasadena, California

- Project manager for internal AT&T construction and engineering projects from initiation to delivery.- Effectively managed scope, quality, schedule, budget, resources and risks to meet project requirements - Ensured adherences to quality standards and project deliverables.

Orange County, California Area

- Developed and successfully implemented strategies designed to successfully meet business unit service, productivity and quality goals. Was recognized as a Top 10 Area Manager within state and for two consecutive years and served as primary designated backfill for Director. Lead organization of 250 members consisting of first line managers, residential, small and large business field technicians to provision and maintain copper, fiber and data line services.- Directed performance management activities in accordance to standards.- Established and maintained a respectful relationship with Union leadership to resolve personnel or working condition grievances at all actionable steps. Active participant in company/union partnership meetings to define, change or communicate workplace issues that affect employee working conditions at District level.- Received Key Contributor Award for Top 10 statewide results

Pasadena, California

- Center responsibility for dispatch and load control for 420+ mass market technicians working in the greater Los Angeles, Orange and Riverside counties.- Accurately forecasted daily work items to correlate with available force resources to provide optimal service to internal and external customer base, achieve productivity targets and satisfy regulatory requirements.- Worked closely within hierarchy and inter-departments to manage end-to-end work flow. Identified and resolved load pressures associated with process breakdowns, increases in work volumes from seasonal spikes, weather conditions or product promotions.- Represented District Manager's organization on Southern California Market Area cross-functional service improvement team.

Pasadena, California

- Led and directed employees in a call center environment whose functions include management of facility assignment, prioritization and processing of fall-out items, maintaining database integrity to achieve flow-through improvements, resolution of jeopardies and regulatory compliance.- Achieved significant productivity improvement and reduced Automatic Call Distribution wait times.- Successful implementation of voluntary and involuntary surplus force reduction programs in accordance with contractual language.- Worked in concert with HR support to resolve EEO complaints and ADA accommodation requests.

Bachelor'S Degree, Business Administration And Management

Activities and Societies: Departmental Honors, Dean's List

Human Resources Certification, College Of A Extended Education