Cassandra Fernandez
Haltom City,TX
Summary
Seasoned Operations Manager and talented leader with 3 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
Work History
Operations Manager
Covered LLC
08.2020 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Created comprehensive test plans, test scripts, and use cases to support testing objectives.
- Tracked test reports and failures determined by root cause data trends.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
Corporate Internal Auditor
Liberty Loans
02.2020 - 08.2020
- Identified and reported audit issues.
- Recommended new methods to improve internal controls and operating efficiency.
- Produced audit reports.
- Documented recommendations to improve internal controls.
Customer Service Representative
RSVP Loans
12.2016 - 01.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
Customer Support Lead
1st Money Center
06.2015 - 12.2016
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Worked within task management system to receive, manage and close support requests.
- Partnered with sales, operations and field service teams to coordinate solutions.
Education
High School Diploma -
Saginaw High School
Saginaw, TX06.2010
Skills
- Performance Reporting
- Financial Management
- Program Administration
- Customer Service
Timeline
Operations Manager
Covered LLC
08.2020 - Current
Corporate Internal Auditor
Liberty Loans
02.2020 - 08.2020
Customer Service Representative
RSVP Loans
12.2016 - 01.2020
Customer Support Lead
1st Money Center
06.2015 - 12.2016
High School Diploma -
Saginaw High School