Cassandra Bell Email & Phone Number

Cincinnati, Oh, Us

Cincinnati, Ohio, Us

• Create project plans and own delivery milestones and deliverables; communicate and mitigate risks.• Establish and update project and program plans with actual and forecasted measurements and manage deviations from plan and project parameters.• Oversee project delivery process with key contributors to help manage scope and change management.• Lead Workfront "Center of Excellence" to manage governance across the whole organization.• Utilize team and roadmap metrics to drive a continuous feedback cycle that is used to lead all process evolution.• Ensure all program and project requirements and/or objectives are properly documented and vigorously pursued to deliver the final product.• Provide leadership for project managers and stakeholders, create mitigation plans, and apply conflict resolution skills to resolve program and project issues by establishing appropriate resolution paths.

Cincinnati, Ohio, Us

• Set the strategy and goals for the way SurePoint interacted with its customers and built brand loyalty.• Partnered with executive teams to align the customer success department strategy and systems with the company’s objectives.• Developed systems and programs to implement the new vision for customer success and customer experience teams.• Responsible for developing, implementing and maintaining operational processes and policies that aligned to the strategies and objectives of the business.• Collaborated with product managers to ensure projects and initiatives drove improvements that aligned to the aggressive growth strategy.

Boston, Massachusetts, Us

• Responsible for creating and driving the strategies, policies and processes for ShopPremiumOutlets.com that will ensure a superior customer experience while driving growth and profitability, maximizing service and optimizing site operations. • Define and bring to life the vision for Customer Experience as the champion for a holistic end-to-end experience for customers with clear line of sight to business outcomes. Lead a global multi-faceted customer insights program responsible for understanding what matters to our customers and bringing these insights into various teams to create customer-centric experiences.• Partner with cross-functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Fraud, Operations and IT) to ensure that business and customer experience requirements are understood and appropriate execution and support strategies are implemented.• Drive operational effectiveness, efficiency and evolution in response to our customer and business needs resulting in a 10% increase in revenue and 20% reduction in operational costs.• Measure program effectiveness through sales, customer satisfaction, expense reduction and other key performance indicators; ensure that results contribute to overall company sales, profitability and customer experience goals.• Experiment constantly with new programs, creating a test-and-learn methodology where the organization is consistently learning and improving.• Build and develop trusted relationships with our retail partners while managing the onboarding process and run the business initiatives.

Indianapolis, In, Us

• Designed, produced and implemented the inaugural Simon Property Group customer service team which supported all Simon platforms (ShopPremiumOutlets.com, Premium Outlets and Simon Malls & Mills) across all channels.• Implemented and oversaw the customer experience measurement and management system (i.e. Medallia) for all Simon platforms, including collection of surveys, experience data and our global closed loop processes.• Acted as liaison between business, sales and IT teams to refine the product and incorporate features based on market demands.• Created and maintained the solution vision, roadmap, and backlog of work through the project's life cycle.• Identified key drivers of customer loyalty and satisfaction and the root cause of customer pain points across the entire customer journey, utilizing, among others the Net Promoter System (NPS) framework and customer support contact data, resulting in a 35% improvement of customer experience scores.• Demonstrated the ability to provide viable solutions to operational challenges by conducting root cause analysis and integrating improvements throughout all necessary process, policy and system components resulting in 1MM of sales during the first year of launch.

Milan, Italy, It

• Strategized and led the execution of all customer experience aspects including brand NPS Champion, user experience, contact center and fulfillment management for Sunglass Hut stores and SunglassHut.com.• Created and conducted monthly Voice of the Customer/NPS Steering Committee meetings with Executive Leadership Team to discuss results, voice of the customer data analysis and created action plans that resulted in the reduction of customer pain points and improved customer experience scores by 45%.• Utilized a mix of qualitative and quantitative analysis techniques to identify and prioritize opportunities to create exceptional customer experiences and inspire loyalty throughout the customer journey. • Led a team of associates on all day-to-day operational aspects of the website and managed website 3rd party vendors including development agencies, customer analytics providers, rating and review provider, customer experience survey providers, payment processors, credit and fraud providers, etc. • Increased operational efficiencies and impacts, streamlined data collection, controlled processes and improved documentation of all operational and customer experience processes.• Managed the insourcing transition project to move third party contact center, credit team and fulfillment provider in-house with an extremely aggressive timeline in preparation of upcoming merger. • Formulated and executed strategic site redesign to improve brand messaging, engage new users, and improve conversion, resulting in 19% increase in AOV, 25% increase in visit duration and 18% decrease in abandonment rate.

Cincinnati, Ohio, Us

• Maximized customer experience by overseeing the Customer Service Contact Center performance, advised agents on processes and operations and ensured the quality of customer experience.• Owned and managed vendor relations (i.e. technical, creative, paid search, SEO agencies, etc.) to achieve E-Commerce strategies and deliver end-to-end content management.• Collected data and strategic information and synthesized the data into insights in order to influence shifts in digital marketing strategies.• Onsite Project and Operations Manager for all new projects, including redesigns and regular maintenance for the following e-commerce sites: US eStore, Fekkai, SK-II, The Art of Shaving.• Balanced business goals while driving brand strategies and brand equity with holistic consumer usability across all marketing activities.

Seattle, Washington, Us

• Developed and managed project scope, schedules and budgets for internal projects.• Created and interpreted effective analyses to support marketing recommendations.• Led the implementation and management of quality assurance procedures in accordance with company methodology to ensure profitable and successful execution of project goals and client satisfaction.

Cincinnati, Ohio, Us

Fairfield, Oh, Us

Bachelor Of Science - Bs, Marketing

Bachelor Of Science - Bs, Management Information Systems

Customer Experience Management Certification