Cassandra Scott
Albany,GA
Summary
Productive Operations Supervisor practiced in business and employee management. Bringing many years of experience overseeing day-to-day activities and production of goods. Decisive leader and strategic problem solver with excellent communication and planning abilities.
Overview
11
11
years of professional experience
Work History
Operations Supervisor
BroadPath Healthcare Solutions
03.2023 - Current
- Managed staffing needs through recruitment and onboarding and support staff to meet company needs
- Lead a team of agents through training and production
- Conducted regular team meetings and 1:1's for development in leadership
- Spearheaded a daily performance review with leadership to review all KPI metrics and drive scorecard performance
- Monitored and maintained SaaS applications to ensure optimal performance, security, and compliance with industry standards
Quality Supervisor
BroadPath Healthcare Solutions
09.2017 - 03.2023
- Trained, coached and mentored Quality Analysts to foster a highly productive work environment
- Utilized problem-solving skills to resolve customer service issues quickly and efficiently
- Monitored calls
- Managed a team of 20 Quality Analysts focusing on KPI metrics such as CSAT, adherence, average handle time, and quality performance.
- Conducted regular performance reviews and provided feedback to team members.
Quality Analyst
Arise Virtual Solutions Inc.
01.2015 - 03.2017
- Assisted in the development of Quality Assurance procedures and protocols.
- Maintained quality assurance procedure documentation.
- Monitored and scored calls
- Provided feedback and coached agents
Customer Account Supervisor
Arise Virtual Solutions Inc.
02.2013 - 01.2015
- Provided training to new team members on technical support best practices
- Weekly team meetings to discuss outlying process issues
- Weekly 1:1s to discuss metrics and overall performance
- Maintained my skills by taking phone calls on an as needed basis
- Resolved ongoing issues with equipment failure and delayed service calls
Education
Certified Nursing Assistant
Fast Track Career Prep
10-2023
Cosmetology
Albany Technical College
Albany, GA01-2010
Skills
- Microsoft Power BI
- Remote Call Center operations Management
- Performance Monitoring
- Process Improvement
- Training and Development
- SaaS Implementation and deployment
- Salesforce
- Quality Assurance
- Salesforce CRM platform
- Analytical Thinking
Timeline
Operations Supervisor
BroadPath Healthcare Solutions
03.2023 - Current
Quality Supervisor
BroadPath Healthcare Solutions
09.2017 - 03.2023
Quality Analyst
Arise Virtual Solutions Inc.
01.2015 - 03.2017
Customer Account Supervisor
Arise Virtual Solutions Inc.
02.2013 - 01.2015
Certified Nursing Assistant
Fast Track Career Prep
Cosmetology
Albany Technical College
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