Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Timeline
CustomerServiceRepresentative
Open To Work

Cassandra Daly

Oviedo,FL

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Customer Support ManagerOperations ManagerCall Center Operations ManagerTeam Leader

Work Type

Full Time

Location Preference

HybridRemote
Location: Oviedo, FL
Open to relocation: No

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsPaid time off

Summary

Results-oriented Customer Operations Leader skilled in optimizing support ecosystems and managing high-value client portfolios. Utilize AI automation and SaaS platforms to enhance team capacity and eliminate bottlenecks. Transform performance metrics into strategies that boost customer satisfaction and drive contract renewals. Lead cross-functional initiatives to strengthen client relationships and foster high-performing teams.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Manager, Partnerships

Partnerize
Remote, FL
12.2024 - Current
  • Oversee the US region, including a managed book of 75 publishers, promoting open communication and improving budget offerings in the affiliate space, while continuously onboarding new partnerships to the ecosystem.
  • Leverage AI systems to implement solutions and process optimizations, enhancing departmental contributions.
  • Facilitated new hire onboarding and training to confirm competencies and delivered honest, constructive feedback to peers.
  • Led process enhancements and developed technical ideas for increased customer satisfaction.
  • Directed project management for 2 well-defined internal projects, coordinated resource allocation, and informed stakeholders about progress and needs. Advanced usage of Asana to assist in these efforts.

Customer Support Team Lead, AMR

Partnerize
Remote, FL
02.2022 - 12.2024
  • Managed newly developed customer support team for SaaS platform and the US region within the global organization.
  • Team focus on multi touch support - including email and chat.
  • Enhanced customer experience by applying customer feedback and CSAT results to develop process improvements and support long term business goals. Increased CSAT scores by 12% YOY and Average reply time reduced by 18 hours YOY.
  • Project manager for successful migration of key product offering from Salesforce to Zendesk, along with management of all aspects of support migration for this product offering.
  • Built and developed a high-performing team of customer support agents across the US, improving efficiency and productivity to consistently meet KPI targets.
  • Developed an internal LMS for onboarding employees, resulting in improved knowledge retention and readiness for key responsibilities.
  • Contributor to public facing knowledge base articles and internal Confluence guides to assist client training and support.
  • Enhanced customer experience by leveraging customer feedback and CSAT results to implement process improvements aligned with long-term business goals.

Supervisor, Call Center Operations

Healthfirst Insurance
Lake Mary, FL
08.2016 - 10.2020
  • Led a team of 30 employees in call center operations to enhance customer service quality and efficiency.
  • Fostered collaboration, empathy and paramount responsibility for providing excellent customer service to callers requiring assistance for state issued insurance and benefit related issues.
  • Managed performance metrics and team deliverables, ensuring above-average KPI achievement.
  • Promoted 5 team members into leadership positions.
  • Developed and implemented strategic initiatives to improve call handling processes, including process controls and metrics for daily call center management, improving operational oversight.
  • Assisted business leaders with key decision making and operational planning with tangible reporting and client insights.
  • Facilitated inter-departmental communication, improving client experience through streamlined collaboration.

Territory Sales Engineer

Uretek Holdings
Boston, MA
03.2014 - 10.2014
  • Developed cost estimates and bid documents from customer RFPs in collaboration with project managers
  • Oversaw technical integration processes, provided customer support, and coordinated program management activities.
  • Identified resale opportunities and facilitated support to meet sales plans

Department Manager

Nordstrom
Burlington, MA
10.2009 - 03.2014
  • Managed a team of 8 sales professionals within a commission-based compensation structure.
  • Managed multiple departments such as fine jewelry, mens, lingerie, and personal stylists with a total volume exceeding $12M.
  • Responsible for onboarding new teams and promoting 6 salespeople into management positions.
  • Analyzed performance data to meet financial objectives, enhancing operations based on current business conditions and forecasting needs.
  • Balanced employee workloads to align with individual and team objectives, fostering a fair work environment.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.

Education

Bachelors Degree - Architecture

Wentworth Institute of Technology
Boston, MA
08-2009

Skills

  • Client and project management: Asana, Zendesk, Salesforce CRM, Jira, Tableau, Superset, Confluence, BI Analytics
  • Staff development and training: Lattice, ADP, Workday, WFM Systems, Dialer phones, Google meets, zoom platforms
  • Professional skills: Complex problem solving, Time management, Professional relationship builder, Performance monitoring and coaching, Client advocacy, Resource planning and allocation

Certification

Certified customer success manager

Obtained from SuccessHacker, January 2024

Languages

Spanish
Limited Working

Websites

Timeline

Manager, Partnerships

Partnerize
12.2024 - Current

Customer Support Team Lead, AMR

Partnerize
02.2022 - 12.2024

Supervisor, Call Center Operations

Healthfirst Insurance
08.2016 - 10.2020

Territory Sales Engineer

Uretek Holdings
03.2014 - 10.2014

Department Manager

Nordstrom
10.2009 - 03.2014

Bachelors Degree - Architecture

Wentworth Institute of Technology

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