High-Performance Team Building | Operational Streamlining | Negotiations | Customer Retention | Succession Planning | CoachingOne of the keys to success throughout my career has been building strong, mutually beneficial relationships. I welcome the opportunity to share advice & guidance with others in the LinkedIn community. Please reach out for a chat involving high-stakes project management, KPI improvement, quality assurance, and learning-culture cultivation.➨ Maximizing profitability, quality, & operational efficiencies by leading end-to-end implementation projects, launching stringent KPIs, applying in-depth analyses to assess knowledge, and leveraging technology & data-driven insights ➨ Steering professional development and managing end-to-end implementation of career advancement initiatives including self-paced options, mentoring programs, & knowledge-sharing platforms ➨ Gaining organizational effectiveness by applying robust KPIs & post-training assessments to bridge knowledge gaps and improve go-forward educational materials ➨ Driving organizational performance by pinpointing deficiencies in employee skill-sets, driving training initiatives on conflict resolution, and implementing leadership development programs ➨ Maintaining on-time delivery by overseeing project lifecycles, tracking launch dates, and monitoring performance & audience responses ➨ Fostering trust & building sustainable business relationships by communicating clearly while applying a hands-on approach in leading groups to organizational goal attainmentIt's always helpful to interact with other open-minded professionals both in and outside personal areas of industry expertise. Please reach out via LinkedIn or at ingram.y1.cassandra@gmail.com should you also see a benefit in professional networking and exchange.
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Senior Manager Learning DevelopmentVerizon Apr 2019 - Jun 2023Atlanta, Georgia, United StatesHelping ten managers unlock their full potential, I oversaw the complete lifecycle of virtual and in-person training initiatives.Ensuring training programs were aligned with long-term objectives, I evaluated the success of skill development and career development options, mentoring programs, and self-paced learning. I am proud to say that the team achieved a 94% effectiveness rating! A crucial achievement was providing immersive leadership training geared toward the next generation of leaders, which resulted in a 10% reduction in customer disconnects. Contributing to multiple committees and receiving numerous awards and recognition, including the Brandon Hall Group Excellence Award and the 2021 Gold Organization Chief Learning Officer Award, has elevated the success and dedication of the program. -
Funnel Manager (Project Role)Verizon Jan 2022 - Jul 2022Atlanta, Georgia, United StatesAs the go-to manager for 125 associates, my team handled 20 pilot programs and the 5G strategy every week. Partnering with global learning and development managers and technical administrators, we met stringent timelines and maintained 100% on-time delivery, particularly in areas like consumer customer service and vendor partner channels!Our commitment to identifying and resolving tier-one learning and reporting issues achieved 90% productivity. Furthermore, ensuring timely sales training for over 2,000 front-line associates spurred a 20% revenue boost. -
Senior Manager - Customer ServiceVerizon Apr 2017 - Apr 2019Atlanta, Georgia, United StatesUnder the guidance of the director of customer service, I revitalized the hiring program.Building the best-in-class customer contact center and assisting in onboarding over 1,000 team members resulted in a 35% improvement in service capacity.Our training initiatives led to a 25% improvement in employee performance, and exceeding the expectations of internal customers drove an 11% boost in retention! I was honored to be recognized as the top-performing senior leader, and my work record earned a selection for the director’s club. -
Associate Director - Customer ServiceVerizon Mar 2015 - Jun 2017Atlanta, Georgia, United StatesFocused on exceeding divisional benchmarks, I fostered a high-performance culture.Managing various aspects of talent acquisition, leadership development, and new-hire programs, I provided daily feedback and real-time call monitoring to align business activities to the company vision.To reduce call durations and accelerate single calls, I assembled a task force that drove a consistent 92% customer satisfaction result. Scrutinizing results and relevant data garnered a 12% spike in performance. -
Transition Supervisor, Customer Service Supervisor, & Internet Response Team SupervisorVerizon Oct 2009 - Apr 2014Atlanta, Georgia, United StatesTransition Supervisor (2013-2014), Customer Service Supervisor (2013), & Internet Response Team Supervisor (2009-2013)In addition to ensuring all associates were paid accurately and timely, I led training for new hires and seasoned staff.Managing the issue escalation process via calls, emails, and chats, my department was ranked #1 in the northeast region for exceeding quality objectives by 10%, in part due to real-time monitoring and skill-building coaching.I was privileged to work with an incredible team. Through targeted training programs and taking an active role in their professional growth, 60% of the support coach staff were promoted into customer service roles. -
Quality, Efficiency And Statistic SupervisorVerizon Jan 2008 - Jan 2009Columbia, South Carolina, United StatesImproved the effectiveness of the call center by scrutinizing trends that had an immediate effect on internal processes. Provided data-driven insights, we capitalized on opportunities and outsourced functions. Close monitoring processes and demanding the same level of quality from the external partners, we attained an 85% operational capacity.
Cassandra Ingram Education Details
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Management Information Systems, General -
Business Administration And Management, General
Frequently Asked Questions about Cassandra Ingram
What is Cassandra Ingram's role at the current company?
Cassandra Ingram's current role is Strategy & Development Leader – Leading end-to-end implementation projects, Launching stringent KPI’s, Advancing staff development & performance.
What schools did Cassandra Ingram attend?
Cassandra Ingram attended Webster University, University Of South Carolina, University Of South Carolina.
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