Cassandra Walker Email & Phone Number

Irving, Tx, Us

Proactively expedited broad-based projects to accomplish company’s financial, strategic and operational goals. Managed multiple sales channels, including successful implementation of customer retention pilot to full rollout. Assumed leadership role in stabilizing workforce post Contact Center reconfiguration, resulting in shared best practices across multiple facilities while improving processes and overall communication. Led cross-functional teams through analytical projects focused on improved customer acquisitions, retention, and customer service. Key Accomplishments:• Decreased loss rate by 41% YOY through implementation of retention strategy initiatives. Led cross functional teams during implementation resulting in development of business rules and processes, streamlined reporting, KPIs goal-setting, and call routing strategy and implementation for LOB. • Improved acquisition close rate by 11% over 4 months through the creation of a dynamic acquisitions team, process improvements, and aligning internal support teams to meet business needs.• Developed improvements for managing service workforce outliers, resulting in a 20% reduction in training costs and 15% reduction in back-office workflow.

Global, Oo

Directed all contact center operations for multiple business units encompassing North, South, and Central America. Provided leadership and direction for dispersed teams focused on executing campaign strategies, BPO selection, new markets learning agendas, and data/results analyses. Managed partner call center operations including quality, performance, and resource management. Liaised with client team in producing high impact campaign strategies including data strategy and management, offer structure, scripting approach, program KPIs, and post campaign results analysis/interpretation. Delivered onsite team training and support to ensure compliance with global best practices and quality standards.Key Accomplishments:• Earned reputation as top performer in multiple markets; increasing financial metrics by 180% in Argentina within 1 month, and 21.53% in Canada within 3 months.• Implemented global best practices in Mexico operation, resulting in 143% increase in response rates.• Increased UK stick rate by 9% in 6 months through implementation of global QA platform. • Increased contact rate by 20% of high revenue generating customers, while maintaining marketing expenses.• Established company’s global standards for contact center best practices. Managed the implementation across seven (7) business units. • Established QA platform business cases for UK/Ireland, South Africa, and Thailand, skillfully orchestrating comprehensive launch plan and training based on local Business Unit needs.

Charlotte, Nc, Us

Held leadership and management accountability for internal and external call center operations, portfolio lead generation, and 3rd party service providers. Recruited, mentored, coached, and trained employee workforce. Performed vendor RFP and contract negotiations; coordinating initial set up, lead allocation, onsite support, training, phone observations, and quality assurance calibration. Traveled extensively to provide program and performance management at all sites. Established, monitored, and reported daily, weekly, monthly, and annual unit goals.Key Accomplishments:• Assumed full vendor responsibility of lead generation efforts within 1 year, after initial employment to direct a single campaign re-launch.• Spearheaded period of unprecedented company growth, successfully growing lead-generation efforts 230%.• Devised and deployed short and long-term strategies, script, training modules, and QA guidelines to maximize campaign results while achieving overall Lead Generation and sales team objectives.

Mahwah, New Jersey, Us

Oversaw all aspects of operations, with full decision-making authority for all operational functions, HR management, and expenditures. Standardized and benchmarked policies, procedures, and best practices. Conducted bilingual staff recruitment, development, supervision, and evaluation. Communicated extensively with executive leaders regarding operations and performance. Introduced best practice work processes to increase productivity and cost reduction.Key Accomplishments:• Promoted into Management Development Program within 3 months of employment in initial position as Telephone Sales Representative.• Orchestrated turnaround solutions to revitalize the Charleston, South Carolina facility; successfully transforming struggling office in 9 weeks.• Promoted to Call Center Manager in San Antonio, Texas; elevated revenue generation 33% over 11 months while maintaining high productivity and quality.• Propelled Dallas office to ‘top branch’ status within 1 month.• Selected by divisional Vice President to participate in major RFP project to facilitate new business generation.