Cassie Dean
Herriman
Summary
Strategic and customer-obsessed Contact Center Leader with 21+ years of progressive leadership experience spanning sales, customer service, fraud prevention, and contact center operations. Demonstrated expertise in Salesforce CRM, AI-driven optimization, workforce planning, and change management. Adept at leading large, cross-functional teams through digital transformation while consistently exceeding revenue, efficiency, and customer satisfaction targets. Seeking a Director-level role to drive innovation, scalability, and performance excellence in a growth-focused environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Director
Musician’s Friend / Guitar Center
Draper
08.2020 - Current
- Lead 120–180 agents across 2–4 managers and up to 12 supervisors in a high-volume, omnichannel sales contact center.
- Exceeded annual revenue targets by implementing Salesforce-driven sales strategies and AI-based performance coaching tools (e.g., Cresta).
- Oversaw remote team transition and now managing hybrid return-to-office planning with emphasis on employee engagement and operational alignment.
- Partnered with IT and operations to enhance Salesforce data flows, increasing sales pipeline visibility and reducing lead response time by 23%.
- Drove improvements in CSAT and agent productivity using AI-powered customer sentiment analysis and real-time coaching.
Sales Manager
01.2011 - 08.2020
- Directed 60–80 agents across four sales teams, routinely surpassing monthly sales goals and increasing average order value.
- Designed and deployed Salesforce-based reporting dashboards to monitor agent performance and close rate.
- Rolled out new incentive programs based on AI-generated performance insights, improving top-performer retention by 19%.
Verifications Fraud Supervisor
04.2009 - 01.2011
- Supervised up to 45 agents and 3 supervisors, implementing fraud detection protocols and AI-based rule sets, reducing false positives and saving over $500K in fraud-related costs.
- Collaborated with data science teams to develop predictive fraud models, contributing to best-in-class fraud mitigation results.
Education
High School Diploma -
Riverton High School
Riverton, UT01.2002
Veterinary Technician - Veterinary Medicine (Vocational)
Jordan Academy for Technology
West Jordan, UT01.2002
Skills
- Contact Center Strategy & Operations
- Operational alignment
- Salesforce CRM & Analytics
- Conversational & Predictive AI Solutions
- Sales & Customer Retention Strategies
- Remote & Hybrid Team Leadership
- KPI Management & Performance Optimization
- Workforce Management (WFM) & Quality Assurance
- Fraud Prevention & Risk Mitigation
- Change Management & Culture Building
- Cross-functional Collaboration
- CRM Platforms
- AI Tools
- Contact Center Tools
- Productivity
Awards Recognition
- Leadership of the Year, 2005, 2010, 2013
- Contact Center Associate of the Year, 2011
- Management Spotlight Award, 2015, 2016, 2018
Leadership Highlights
- 20+ years managing diverse teams (15–180 FTEs) in remote and on-site models
- Champion of employee development, retention, and DEI-based culture initiatives
- Designed internal leadership pipeline resulting in 80% of frontline supervisors promoted from within
Affiliations
In my spare time I enjoy anything outdoorsy; hiking with my dogs, camping, and riding dirt bikes.
I volunteer as a Team Manager for a Youth Comp Soccer team.
Accomplishments
· Leadership of the Year: 2005, 2010, 2013
· Contact Center Associate of the Year: 2011
· Management Spotlight Award: 2015, 2016, 2018
Certification
- Effective communication strategies
- Harrassment Training
Timeline
Sales Director
Musician’s Friend / Guitar Center
08.2020 - Current
Sales Manager
01.2011 - 08.2020
Verifications Fraud Supervisor
04.2009 - 01.2011
High School Diploma -
Riverton High School
Veterinary Technician - Veterinary Medicine (Vocational)
Jordan Academy for Technology
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