Cassie O. Email & Phone Number

• Responsible for leading a customer service organization while influencing operational strategies for all call center teams within TII.Director of Call Center Operations | Glastonbury, CT | 2021 - Current
• Lead and develop a dynamic team of ~50; inbound call-taking representatives, team leads, supervisors, WFM team, and trainer.
• Scaled up department by 61% in 2023 while maintaining industry-low attrition of 9%.
• Independently developed and deployed a call center quality program including audit form, leadership calibration, front-line training, launch strategy, and technology build to support current business initiatives and.
• Championed change in culture from a service center to a profit center with existing staff, resulting in increased team revenue generation of 8% from 2023 to 2024 (YTD).
• Point of contact and SME for transition, build, training, launch, and ongoing support of call center systems such as Verint and ProNavigator.

Manager of Customer Care– April 2019 – March 2021Responsible for leading a customer service team and driving positive change and innovation to support the business.- Supported and developed a team of 25 inbound call taking representatives – transitioned from in office to fully remote. - Standardized internal business practices within the customer service.

Wallingford, CT

Responsible for reducing churn in 9 regional call centers (3,500+ Representatives and 400+ Leaders) through elevating coaching practices, education & training and proactive KPI/Data analysis. Hosted weekly interactive call for 50+ core members. Created custom presentations including educational/training documents on policy/product updates, industry.

Wallingford, CT

Responsible for policy & product launches, Customer Survey processes and continued Leader development for a center of 450+ Representatives and 30+ Leaders. Managed Net Promoter Score and After-Call surveys; including calibrating Leaders to QA standards, analyzing results for multiple work groups, creating presentations for Leadership and monitoring.

Wallingford, CT

• Operated with a “leader first, manager second” mentality while developing employees to meet or exceed performance targets and unmeasurable traits such as ambition, autonomy, confidence, and team cohesiveness.
• Tailored support and coaching to individual employees based on unique needs, focusing on team members as people before employees.
• Utilized Verint systems such as Witness and Speech Analytics to analyze team performance to categorize opportunities and target development.
• Investigated and resolved complex customer inquiries and complaints, using advanced decision-making skills and following through to increase customer satisfaction and retention rates.

• Managed the preparation of incoming new hires including seating configuration, supply ordering, system access and performance tracking database.
• Scheduled support and contingency plan based on forecasted call volume and service level.
• Completed classroom training on over 100 programs, processes and regulations including visuals, interactive learning and group work.
• Maintained training schedule including training, practical application of new knowledge, and networking events with support partners from all facets of the business.

Wallingford, Connecticut

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Business Administration - Bba, Business Administration And Management, General

In Progress Of Business Management