Cassie Cook
Pea Ridge,AR
Summary
Dynamic manager with a proven track record at Walmart, excelling in process improvement and stakeholder management. Spearheaded initiatives that enhanced operational efficiency, defect resolution, and increased driver satisfaction. Adept at utilizing JIRA for issue resolution while fostering a collaborative team environment. Committed to delivering exceptional results through strategic leadership and effective communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager II
Walmart
Bentonville, AR
10.2022 - Current
- Created daily/weekly/monthly/quarterly/FY reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Ensured compliance with industry regulations and company policies.
- Developed and implemented strategies to increase driver/agent satisfaction and loyalty.
- Analyzed driver feedback data to develop action plans for improving services offered.
- Provided leadership during times of organizational change or crisis situations.
- Conducted regular meetings with team and stakeholders to discuss progress and identify areas of improvement.
- Led a team of 10 associates, ensuring high productivity and excellent defect mitigation.
- Developed and implemented strategic plans to achieve company objectives.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Increased pre-alerting for defects vs reactionary finds by 25% first Mission Control quarter
Manager I- Driver Experience
Wal-Mart Last Mile Delivery
San Bruno, CA
06.2021 - Current
- Knowledge Base
- Create and update KB articles for Spark initiatives
- Drove annual KB refresh of ~85 articles
- Engaged with +100 drivers to adjust knowledge gaps within articles
- Scrubbed social media to provide examples of agent misinformation training opportunities
- Worked with cross functional teams to maintain initiatives
- Trained newly onboarded Product Excellence manager in Spark KB
- Manual Payments
- Drove the decrease of the manual payment error rate with driver support
- Starting error rate was 36% and ended at 13%
- Audited manual payments weekly
- Weekly meetings with driver support management to discuss errors and opportunities
- Created action plans for error reduction
- Created a JIT for driver support agent education
- Implemented new hire training
- Engaged with product and engineering for future enhancements on manual payment tool
- JIRA
- Updated and sent weekly bug report detailing open engineering tickets to resolve within SLA
- Made biweekly pushes on tickets requesting follow-up
- Added examples to increase priority levels
- Indirectly managed/influenced TechPod (a team of 24 specialized agents in driver support) to notice app and system issues, create JIRA tickets, add examples, and drive resolution
- Created Zoom chat to allow TechPod and Spark managers/OAR/ENG to communicate during outages
- P1 POC for Spark outages for 911 calls and driver comms
- Made bulk payments for outages that impacted driver pay to ensure drivers were paid accurately and on time
- Created/drove resolution on +400 JIRA tickets FY22
- Special Projects within Spark
- Partnered to launch Branch transition for driver pay
- Stretch assignment for payments
- POC for all post offer acceptance payments
- Dispatcher improvement by leading and influencing future changes for agent success
- Weekly Dispatch Report
- Weekly Spark Bug Report
- Driver Support POC
- DNM POC
- DAAS support
- Oracle Issue/Issue Type POC
- Contact deep dives to reduce CPO
- 750+ store blocks a week to improve driver experience
- Weekly push notifications to drivers to reduce CPO
Resolution Specialist ll
Wal-Mart Home Office Call Center
Bentonville, AR
01.2019 - Current
- Providing SAP numbers for fixtures and 99 supplies to the stores when they are unable to locate them in GNFR.
- Assist in tracking orders that have previously been made on GNFR.
- Provide refunds for customers per the request of stores on grocery orders.
- Provide refunds and replacements per the request of stores on general merchandise orders on Walmart.com. Track GM orders.
- Walk stores through using GIF
- Dispatching Spark drivers for grocery deliveries
- Tech Pod for Spark Delivery. Observing issues with Spark Driver app and sensing trends, monitoring issues, troubleshooting, and creating JIRA tickets.
- Floorwalking as needed.
- Addressing and answering questions in driver support chat. Being able to help agents is a passion. Providing knowledge is a huge step to success for incoming agents.
- Nesting new training classes as they happen.
- Facilitated multiple Dispatch training classes with 100% positive feedback.
- Led payments and payment issues for Tech Pod.
- Provided feedback that implemented visuals to the price that the driver accepted the order for on Dispatcher. This can now be seen in Driver Search tab. This reduced the escalation rate from agents.
- Helped meet SLA standards
- Contributed in multiple stake holder meetings for technical issues.
- Proficiently uses Splunk, Confluence, Kibana and JIRA for tech issues.
Resolution Specialist l
Wal-Mart Home Office Call Center
Bentonville, AR
09.2018 - 01.2019
- Gave top notch customer service to all calls regarding their experiences in our stores, customer’s Savings Catcher questions and questions regarding operations in store.
- Provided first call resolution and implemented a positive attitude that deescalated the majority of the calls.
Payments and Risk Specialist I
Wal-Mart.com
Bentonville, AR
10.2017 - 01.2018
- Handled calls from customers regarding their .com orders
- Researched and evaluated trends in fraudulent payments
- Cancelled orders and provided reassurance to customers that were victims of fraudulent orders on their account
- Helped provide a fun and upbeat environment on my team
Director of Client Relations
Solidarity Tax and Financial Services
01.2016 - 09.2017
- Led a team of bookkeepers that provided help in keeping track of client finances.
- Provided top of the line customer service to past, present and future clients.
- Organized meetings and check ins with other companies regarding the client’s finances.
- Scheduled the CEO’s meetings and appearances.
- Helped develop a system that accurately reported financial losses.
- Created invoices and mailed them to clients.
Education
Business Operations -
Southern New Hampshire University
06-2027
Diploma - Honors, Gifted and Talented
Woodland High School
Fairfax, OKSkills
- JIRA
- Sprinklr
- Open Observe
- Process improvement
- Emergency response
- Stakeholder management
- Confluence
- Splunk
- Kibana
- Oracle
- Microsoft Office
- GSCOPE
- GIF
- CCA
- Customer service skills
- Self-reliant
- Self-motivated
- Team oriented
Awards
- Associate of the month multiple times
- Associate of the Quarter multiple times
- Chosen as Cultural Ambassador for every Team Manager I have been under
- Exceeds Expectations for FY 19-25 eval
- Lean Sigma Six White belt with plans to Yellow
- Made it to Level 6 in Rebel Quest with my Online Grocery for Customer Pick Path submission. Pitch Deck was sent to the Board of Disruptors but narrowly missed making it to Level 6. Pitch Deck can be provided upon request.
- Feedback from judges: 'With the proper investment calculations and resource discussion this would be a very attractive product'
- Making A Difference Award (Walmart achievement)
- Code Red Award (Spark 5 Year Anniversary achievement)
Certification
- Lean Six Sigma White Belt
References
References available upon request.
Timeline
Manager II
Walmart
10.2022 - Current
Manager I- Driver Experience
Wal-Mart Last Mile Delivery
06.2021 - Current
Resolution Specialist ll
Wal-Mart Home Office Call Center
01.2019 - Current
Resolution Specialist l
Wal-Mart Home Office Call Center
09.2018 - 01.2019
Payments and Risk Specialist I
Wal-Mart.com
10.2017 - 01.2018
Director of Client Relations
Solidarity Tax and Financial Services
01.2016 - 09.2017
Business Operations -
Southern New Hampshire University
Diploma - Honors, Gifted and Talented
Woodland High School