Kassandra Juarez
Supervisor, CRM
Edinburg
Summary
Dependable and results-driven professional with strengths in relationship building, problem-solving, and continuous learning. Known for taking ownership, delivering high-quality work, and collaborating effectively across teams. Passionate about creating meaningful impact through strong communication, accountability, and adaptability.
Overview
10
10
years of professional experience
1
1
Language
Work History
Supervisor, CRM
Progressive
11.2024 - Current
- Manage daily workflow and team priorities to keep operations running smoothly and support business needs.
- Lead employee performance through goal setting, ongoing training, coaching, feedback, accountability conversations, and formal reviews.
- Monitor team performance and coach employees to consistently deliver on Customer Commitment standards and service expectations.
- Drive process improvements and support change management efforts by implementing new procedures, reinforcing expectations, and strengthening compliance and team results.
Consultant, Seguros Services
Progressive
08.2023 - 11.2024
- Handled policy changes, renewals, cancellations, reinstatements, and payments while delivering a strong customer experience.
- Provided accurate policy information and guidance by using the knowledge management system effectively.
- Maintained consistent availability to support call volume and meet service expectations.
Supervisor, Customer Service
Charter Communications
07.2020 - 02.2021
- Supported the company's commitment to industry-leading customer service through quality, teamwork, and a strong focus on the customer experience.
- Led a team of representatives and helped manage daily workflow to meet service expectations and support business needs.
- Coached and developed employees through ongoing feedback, training, and mentoring to improve performance and service quality.
- Applied company policies and procedures in daily operations to support consistency and a positive customer experience.
Supervisor Admin
Charter Communications
04.2020 - 07.2020
- Managed Escalated Customer Action Forms (ECAFs) by reviewing complaint details, researching account information, and determining appropriate resolutions aligned with company standards and regulatory expectations.
- Owned corporate escalations from review through resolution by assessing risk, gathering information, and meeting required turnaround expectations.
- Collaborated with internal teams to ensure accurate documentation, timely follow-up, and compliant handling of escalated customer concerns.
Facilitator
Charter Communications
12.2017 - 04.2020
- Facilitated onboarding and ongoing training to build employee readiness and support consistent performance.
- Identified development needs and recommended learning plans to improve performance and strengthen role effectiveness.
- Recommended training updates to keep curriculum aligned with changing processes, business needs, and service expectations.
Operations Supervisor
Teleperformance USA
01.2016 - 07.2017
- Delivered high productivity through effective team performance management to achieve client targets.
- Clarified priorities and focus areas for team members, ensuring consistent performance and enhancing customer experience.
Education
AAS - Business Management
South Texas College
McAllen, TX01-2018
Skills
- Team Leadership
- Performance Management
- Coaching and Development
- Written and Verbal Communication
- Relationship Building
- Process Improvement
- Strategic Thinking
- Attention to Detail
Accomplishments
- Supervisor of Distinction, Q3 2025
- Supervisor of Distinction, Q1 2026
Timeline
Supervisor, CRM
Progressive
11.2024 - Current
Consultant, Seguros Services
Progressive
08.2023 - 11.2024
Supervisor, Customer Service
Charter Communications
07.2020 - 02.2021
Supervisor Admin
Charter Communications
04.2020 - 07.2020
Facilitator
Charter Communications
12.2017 - 04.2020
Operations Supervisor
Teleperformance USA
01.2016 - 07.2017
AAS - Business Management
South Texas College