Cassandra Fritz
Clermont,FL
Summary
Proven leader in operational excellence and strategic planning, with a track record of enhancing individual and team performance and driving revenue growth. Adept at leveraging marketing knowledge and sales expertise to exceed goals. Demonstrate exceptional problem solving abilities and a commitment to achieving results.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Monitoring Center Team Lead
Allied Universal Electronic Monitoring
Odessa, FL
06.2022 - Current
- Support Law Enforcement Officers to troubleshoot hardware and resolve offender alarms.
- Maintain full working knowledge of all electronic monitoring products and software.
- Resolve alarms through interaction with offenders.
- Monitor server and device status and software systems.
- Proactively lead team to provide exceptional service.
Call Center Manager
Arcadia Resorts LLC
Largo, FL
09.2019 - 06.2022
- Increased productivity by 25% through identifying operational areas needing immediate improvement.
- Increased efficiency through implementing new package sale processes.
- Reduced average handle time by developing comprehensive agent scripts and troubleshooting guidelines.
- Resolved escalated customer issues promptly to maintain satisfaction.
- Provided real-time coaching, guidance, and feedback with agents to achieve targeted goals.
Retail Store Manager
AAA Club Alliance
Edison , NJ
05.2014 - 07.2019
- Increased year over year revenue by 31%, net operating income by 59%, membership sales by 30%, and credit card applications by 35%.
- Enhanced team productivity through delegating tasks effectively and overseeing daily workflow.
- Exceeded targeted goals with preferred travel vendors, through collaboration with business develop managers and staff.
- Controlled finances to lower cost allowing business to operate within budget.
- Achieved 5 Star member service ratings through online surveys.
- Awarded Annual Retail Trip Incentive Recognition 2017 & 2018, Top Performing Store Manager - AAA Club Alliance.
Owner / Designer
Meeker's Florist
Westfield , NJ
09.2012 - 07.2014
- Successfully managed day-to-day business operations producing over $250,000 annually with 3 employees.
- Streamlined product ordering and usage creating less than 5% product loss.
- Developed and maintained strong relationships with businesses and clients to result repeat business and referrals.
- Managed financial aspects of business, including budgeting, financial reporting, and tax preparation.
- Evaluated suppliers to maintain cost controls and improve operations.
Travel Call Center Supervisor
AAA Auto Club Group
Tampa, FL
12.2010 - 08.2012
- Successfully lead over 25 agents selling Domestic and International travel.
- Collaborated with vendors and other departments for seamless vacation plan delivery.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality for coaching to enhance performance and discuss opportunities.
Call Center Manager
Empire Marketing
Clearwater, FL
08.2005 - 12.2010
- Developed and implemented in-house telephone dialer system phone scripts, imported leads, and generated reports.
- Directed over 40 call center agents specializing in timeshare tour appointment setting.
- Created customer confirmation process to increase show rate and volume per guest.
Operations / Welcome Center Manager
Island One Resorts
Orlando, FL
12.2001 - 08.2005
- Negotiated, developed, and maintained relationships with external vendors.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Oversaw Resort Welcome Center staff checking in up to 60 families per day.
- Guided Resort Services team to ensure a seamless guest experience.
Senior Sales and Marketing Manager
Marriott Vacation Club International
Orlando , FL
08.1996 - 12.2001
- Lead regional team of 130 Vacation Planners and Marketing Managers planning vacations for 6 MVCI Resorts.
- Streamlined sales processes to improve efficiency and revenue generation.
- Collaborated with revenue management to maximize hotel room occupancy at preferred locations.
- Surpassed volume per guest goal of $2,700 consistently.
- Exceeded tour flow goals set at each resort.
Education
Associate of Applied Science - Travel and Tourism
Schenectady County Community College
Scotia, NYSkills
- Trend tracking
- Performance improvement
- Production Monitoring
- Marketing knowledge
- Key Performance Indicators
- Sales Expertise
Certification
Certified Travel Agent (CTA) - AAA Club Alliance
Timeline
Monitoring Center Team Lead
Allied Universal Electronic Monitoring
06.2022 - Current
Call Center Manager
Arcadia Resorts LLC
09.2019 - 06.2022
Retail Store Manager
AAA Club Alliance
05.2014 - 07.2019
Owner / Designer
Meeker's Florist
09.2012 - 07.2014
Travel Call Center Supervisor
AAA Auto Club Group
12.2010 - 08.2012
Call Center Manager
Empire Marketing
08.2005 - 12.2010
Operations / Welcome Center Manager
Island One Resorts
12.2001 - 08.2005
Senior Sales and Marketing Manager
Marriott Vacation Club International
08.1996 - 12.2001
Associate of Applied Science - Travel and Tourism
Schenectady County Community College
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