Cassie Kline
Jacksonville,FL
Summary
Dedicated project management professional with a strong commitment to delivering project excellence. Demonstrated success in managing complex projects effectively and ensuring timely delivery. Recognized for exceptional team collaboration skills and the ability to adapt to evolving project requirements. Proficient in strategic planning, resource allocation, and effective communication.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Workforce Management Consultant/BPO Management
SimplyIOA/Insurance Office of America
12.2020 - 12.2024
- Primary point of contact on workforce management policies
- SME on workforce optimization issues partnering with WFM software vendor and IT department to improve use of WFM technology
- Ensure partnership expectations and SLAs are met, maintain the right headcount, calculate call volume capacity, forecasting and scheduling
- Reporting data management activities around employee scheduling
- Gather data and BI, analyze data trends, root causes, and provide information to team members and senior leadership
- Optimized workforce efficiency by utilizing the ACD Workforce Management tool to forecast, schedule, and analyze staffing requirements across multiple channels
- Provided training and support to teams on how to leverage ACD system and PowerBI functionalities, enhancing user adoption and increasing overall operational efficiency
- Compile/Analyze historical volume, production, staffing, attrition, and Key Performance Indicator data to be used for creating capacity plans/staffing models
- Continually update data to include actual performance, ensuring accuracy for strategic planning initiatives
- Improve processes and increase efficiency of operations by recommending necessary changes
- Undertake majority of call forecasting and agent scheduling for the contact center
- Manages and adjusts call routing when unusual call patterns exist to ensure service levels are met
- Monitors and reacts to fluctuations in call volume as they occur to restore service levels as quickly as possible
- Schedules off-phone activities when call volume projections are down
- Schedules activities around forecasted call patterns
- Work to optimize call mapping, call flows, routing, IVRs, Campaign management, etc
- Integral part of planning and implementation for new partners and vendor
- Conduct thorough testing to ensure user requirements are met and are free of bugs
- This involves creating test plans, executing test cases, and providing detailed reports on findings
- Collaborate with end-users to validate production criteria meets needs and expectations
- Manage BPO real time team
- Communicates and works regularly with radial organization including but not limited to, Marketing, Supervisors, HR, Senior Leadership, and Data Team
- Led cross-functional teams to improve operational efficiency, streamline processes, and enhance customer service quality
- Coordinating with key stakeholders to identify project requirements, establishing timelines, and overseeing resource allocation
- Managed end-to-end project delivery, ensuring adherence to budgets, timelines, and quality standards
- By implementing performance metrics and optimizing workflows, I contributed to increased customer satisfaction and reduced call handling time
- Additionally, developed training programs and conducted performance reviews to strengthen team skills and improve overall productivity
- Successful execution of multiple projects in a high-volume, fast-paced call center environment
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Conducted thorough assessments of clients'' operational structures, recommending actionable steps for improvement.
- Increased employee satisfaction and motivation through training classes, meetings and special workshops.
- Helped develop proactive and successful business policies to meet changing demands.
Workforce Management/Junior Business Analyst
Insurance Office of America
07.2020 - 12.2022
- Developed and maintained accurate demand forecasts by analyzing historical data, seasonal trends, and business factors to predict call volumes, service requests, or customer interactions
- Utilized forecasting tools and methodologies to predict staffing needs for different channels (calls, emails, chats, etc.), improving service levels and agent productivity
- Software systems business requirement analysis and understanding core systems and applications
- Creating quality User Stories and Acceptance Criteria
- Produce timely and high-quality work product requirements including specifications, process flows and mockups
- Work with clients and team members to identify, gather and define requirements
- Manage requirements and ensure they are stored in automated systems
- Scrum Master, hold daily standups or weekly standups to track project timeline
- Host meetings, set agendas, set meeting cadences, and ensure target audience is kept minimal to keep confusion low
- Hands-on experience with IEX NICE WFM tools, including forecasting, scheduling, intraday management, and reporting
- Work closely with the organization management to identify needs and establish ways upon which said needs can be met for their maximum benefit and satisfaction
Workforce Optimization Analyst
One Call Medical, Inc.
06.2019 - 01.2021
- Leadership role between IT development and business
- Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable systems and industry requirements
- Monitored and adjusted schedules in real-time to account for absenteeism, call volume spikes, or unplanned events, ensuring coverage without compromising on service levels
- Managed agent schedules and time-off requests, ensuring fairness, accuracy, and compliance with company policies using workforce management tools like IEX NICE, Aspect, or Genesys
- Devise and/or modify procedures to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results
- Analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications
- Influences business partners and service providers regarding priorities, hardware/software selection and/or vendor selection
- Analyzes marketplace, industry, company, technology trends and best practices, vendor products and services, etc
- Identifies and documents business strategies, objectives, and drivers
- Analyze and document business processes and metrics to identify improvement opportunities
- Validate with other BA’s the costs and benefits of alternative actions or solutions to establish viability/ROI
- Strong proficiency in workforce optimization techniques using IEX NICE to enhance productivity, reduce costs, and improve service levels
- Provides input to the business to help re-engineer processes to deliver greater effectiveness and efficiency
- Identifies/documents how applications and systems interact to support business processes
- Assess, apply, and project the impact of system changes on users and internal and external clients or stakeholders
- Use knowledge of systems and industry requirements to develop or modify complex information systems
- May either write or assist in creation of test plans and test cases to ensure changes which are made to the application meet client needs and that application integrity is maintained
- Conducts tests using client data to ensure certain client needs will be met
- Verifies through testing that changes made by programmers to one part of the application do not impact other parts
- Reports and reviews testing results
- Trains internal employees or external clients on changes, new systems or new procedures
- May mentor, guide, advise and or check the work of less experienced Systems Analysts
- Considers the business implications of the application of technology to the current business environment
- Performs other related duties as required
Care Coordinator Senior
One Call Medical, Inc.
09.2016 - 06.2019
- Responsible for taking medical supply orders, procuring authorization for all supplies shipped/ordered, referral intake, price negotiation with non-contracted providers and/or non-contracted payors, QA, integral role in payor/provider relations, provide leadership to teams and mentoring less experienced associates
Bill Production Specialist
One Call Care, Inc.
- Implementing the fastest and most efficient methods to improve medical billing and coding through attention to detail while complying with each state and insurance carrier guideline
- Compliance Liaison, QA over 3000 invoices daily, responsible for daily printing both paper and electronic billing for Home Health, Transportation and Translation and Durable Medical Equipment
Customer Service Specialist
AON Hewitt
09.2015 - 02.2016
- Company Overview: Puerto Rico
- Human Resource representative, point of contact for over 500 employees worldwide with Bank of America, Sears, Sodexo and Home Depot, assisting employees with open enrollment, benefits, payroll, PTO, disability, high volume call center
- Puerto Rico
Accounts Receivable Specialist
One Call Medical, Inc.
11.2009 - 07.2015
- Collect outstanding balances for top insurance carriers i.e.: Broadspire, Liberty Mutual and Sedgwick, responsible for building rapport with payors, utilize and create various AR reports to target aged balances to meet and maintain KPI’s
- Consistently improving process accuracy by creating and maintaining data reporting, evaluate denials and partials to determine if further reimbursement is valid and properly appeal within relative state workman’s compensation guidelines to facilitate payment from customers
Education
Bachelor’s degree - Business Administration
Western Michigan University
04.2003
Skills
- 70WPM
- ACD Systems
- Avaya
- AWS
- NICE
- Cisco WebXCC
- CRM
- SalesForce
- InsuredMine
- HCFA’s/ICD10/CPT
- Microsoft Office
- Project Management
- Agile Business Analysis
- SharePoint
- Six Sigma
- SmartSheet
- Workers Compensation Industry
- Communication
- Lean Six Sigma Green Belt
- Contact Center Management
- Campaign Building
- Implementations
- Monitoring
- Standardizing
- Optimizing
- Process validation
- Process improvement
- Priority management
- Data analytics
- Production scheduling
- Six sigma methodologies
- Workflow management
- Schedule development
- ISO standards
- Workforce management
- Remote workforce management
- Workforce optimization
- Structural optimization
- Workforce forecasting
Certification
- Contact Center Management Benchmark Portal 2021
- Six Sigma Certification
Timeline
Workforce Management Consultant/BPO Management
SimplyIOA/Insurance Office of America
12.2020 - 12.2024
Workforce Management/Junior Business Analyst
Insurance Office of America
07.2020 - 12.2022
Workforce Optimization Analyst
One Call Medical, Inc.
06.2019 - 01.2021
Care Coordinator Senior
One Call Medical, Inc.
09.2016 - 06.2019
Customer Service Specialist
AON Hewitt
09.2015 - 02.2016
Accounts Receivable Specialist
One Call Medical, Inc.
11.2009 - 07.2015
Bill Production Specialist
One Call Care, Inc.
Bachelor’s degree - Business Administration
Western Michigan University
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