Cassandra Wright-Castro Email & Phone Number

Carol Stream, IL, US

United States

United States

United States

Referral Manager, as a Call Center Manager, I directed call center operations with a staff of 3 supervisors 5 team leads and 40 frontline representatives handling 9000 calls per month.

• COMCAST CABLE COMMUNICATIONS, HOMEWOOD, IL 2001 – 2006 & 2009 – 2018Technical Operations Resource Manager, Responsibilities included strategic resource management for six contracted vendors with 587 technician’s.
• Conducted customer premise equipment audits to evaluate reconciliation procedures and policy compliance
• Conducted vendor site visits, field ride outs for job observations of service and install appointments
• Developed and implemented audit procedures of vendor charge backs
• Implemented and trained vendors on Voice of the Customer to include expectations and goals
• Implemented and launched Net Promoter Score (NPS) and conducted training with all contractors

• Dispatch Manager, this role included territory dispatch management for the entire City of Chicago area with 700 technicians. Managed three functional teams (Dispatch, Quota and Routing) which included a direct report.
• Achieved $1 Million annual cost savings with implementation of pre-call program and reducing truck rolls
• Assigned pending work and successfully scheduled technician’s daily routes
• Developed and conducted technical troubleshooting training for dispatchers
• Developed and conducted training on dispatch, quota management and routing functions and procedures
• Developed strategic plans, new initiatives and process improvements

Oakbrook, IL

• this position reported directly to the customer service Director of the sales center with 300 agents. Responsibilities included monitoring inbound sales calls for compliance and customer satisfaction, conducting.
• Achieved reduction in data entry errors of scheduled install and service work orders
• Coached and developed agents to achieve quality, productivity and sales performance goals
• Developed and implemented customer service call quality program to include training materials
• Developed and implemented sales training to increase revenue and improve sales close rate
• Facilitated leadership and agent customer service call quality training

Greater Chicago Area

• Certified Train the Trainer for all market regional trainers
• Conducted 5-6 new hire training classes per year (length of 6-weeks per class)
• Designed training courses (employment law, performance management, quality, sales and team building)
• Developed and facilitated leadership training courses for supervisors, managers and directors
• Facilitated learning & development training for customer service, operations and technical trainers
• Managed time allocation with 60% in-class room facilitation, 20% course design and 20% administrative functions

Greater Chicago Area

• Collaborated with leaders on coaching, conflict resolution and performance management techniques
• Developed and launched employee engagement and continuous improvement programs
• Managed design and implementation of employee recognition program for the Chicagoland region
• Managed investigations of employee grievances for resolution to include EEOC complaints
• Organized and promoted employee relations engagement days for 3,000 Chicago Market employees
• Managed recruitment efforts, conducted interviews and hired employees for entry level and leadership positions