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 covering four geographic territories (Chicago Metropolitan, Central & Southern Illinois and Indiana). Vendor management included facilitating quarterly performance reviews. Managed a department with three functional teams (Check-In, Dispatch and Quality Control), five supervisors and 10 front line team members. • 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• Improved customer satisfaction by implementing and managing 72-hour install & service follow-up calls• Managed Chicago Market implementation of Performance Development Program• Managed procedures and training of technician end of day check-in of completed work • Managed vendor accountability and adherence to contractual statement of work• Reviewed, audited and approved vendor install and service invoices valued at $500 Million annually • Successfully achieved and exceeded established monthly key performance indicators for technician’s productivity • Successfully established culture of service delivery and engaged vendors as members of the Comcast family

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 structure of six supervisors with a team of 67 dispatchers. • 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• Implemented service delivery expectations and quality measurements for inbound and outbound call activity• Managed inbound and outbound center operations, agent productivity and schedules• Managed staffing to include recruitment, hiring, training, coaching and leadership development• Partnered with cross functional leaders (Customer Service, Sales and Technical Operations)• Successfully achieved operational productivity goals and key performance indicators (KPI’s)

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 leadership call calibration sessions, evaluating sales skills with promoting products & services to increase revenue and achieve sales goals. • 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• Identified gaps in sales process and coached agents on sales strategy for improvement• Implemented quality management solution software (Witness)• Improved call quality results and sales performance• Increased sales revenue by 20% with developed and implemented specialized effective selling training• Managed and reviewed all quality reports and measured performance results• Partnered with key business stakeholders (Call Center Managers, Supervisors, and Human Resources)

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• Partnered with department managers to plan and execute union avoidance strategy