Cassandra Mays
Evington,VA
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Trainer
STARTEK
08.2024 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Facilitated team-building exercises to foster collaboration between department members.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Increased employee competency with creation of targeted skill development paths.
- Boosted training session effectiveness with integration of multimedia tools.
Sr Engagement Coach
Startek
11.2022 - 08.2024
- Supervising a team of 20 engagement specialists
- Completing 1 on 1 coaching with individual agents focusing on improvement to client specific KPI’s and Show Rate
- Observing live and recorded chat/call interactions, completing reviews with agents monitored to discuss areas of improvement and implementing plans for success
- Daily payroll audits and approvals
- Weekly team reviews with leadership teams outlining trends and performance in key areas
- Specifically focusing on outliers and their progress towards improvement
- Facilitated in training and development for agents
- Reviewing team KPI performance
- Assisting with bench strength through development of current team leads
Operations Manager
Startek
05.2018 - 11.2022
- Reviewed and maintained daily and monthly financials for the following campaign types: Billable hour, billable minute, and billable transaction
- Developed and implemented internal Support Desk System with analysis of performance
- Improving escalation resolution times
- Played an instrumental role in increasing customer satisfaction ratings by increasing voice of the customer scoring from 74.32% to 81.91%
- Exceeding client expectations of 80%
- Administered several site compensations and incentive programs helping improve Show Rate and Client based KPI performance
- Show Rate performance maintaining 92%-93% over the course of 2 quarters
- Facilitated development training for supervisors to assist with coaching, bankable leadership, and process improvement
- Analysis and development of reporting for center performance with new clients and existing
- Developed plans and assisted with various client launches
- Actively engaged with our client in center developments
- Review and maintained agent/coach schedules to insure proper coverage for all intervals
Engagement Coach
Startek
02.2013 - 05.2018
- Supervising a team of 15-20 engagement specialists through various clients
- Completing 1 on 1 coaching with individual agents focusing on improvement to client specific KPI’s and Show Rate
- Observing live and recorded chat/call interactions, completing reviews with agents monitored to discuss areas of improvement and implementing plans for success
- Daily payroll audits and approvals
- Weekly team reviews with leadership teams outlining trends and performance in key areas
- Creating initiatives to improve agent performance on a team level
- Facilitated in training and development for agents
- Reviewing team KPI performance
- Promoted to Engagement Manager
Engagement Specialist
Startek
08.2012 - 02.2013
- Assisted customers with troubleshooting surrounding phone, internet, and cable television
- Following quality guidelines to maintain excellent customer service and exceeding client goals of 85% Quality
- Assisting peers with difficult calls through SME participation
- Promoted to Engagement Coach
Education
General educational development diploma -
Brookville high school
08.1999
Skills
- Collaborative talent
- Computer proficiency
- Management Skills
- Communication Skills
- People Skills
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Train-the-trainer
- Group and individual instruction
- Course planning
- Lesson planning
- Subject matter expertise
Accomplishments
- Managed team of 200 staff members.
- Collaborated with team of 3 in the development of new contact start up/ new project.
Certification
Blast Certified Trainer, 2015
Timeline
Trainer
STARTEK
08.2024 - Current
Sr Engagement Coach
Startek
11.2022 - 08.2024
Operations Manager
Startek
05.2018 - 11.2022
Engagement Coach
Startek
02.2013 - 05.2018
Engagement Specialist
Startek
08.2012 - 02.2013
General educational development diploma -
Brookville high school
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