Teri Cassada

Operations Manager

• Oversaw daily fulfillment operations, managing and developing 30 to 130 warehouse associates through effective communication, recognition and standard audits in a high-volume distribution environment .
• Monitored operational KPIs, productivity metrics, and quality standards, implementing process improvements to remove barriers and achieve performance goals.
• Optimized workforce planning to maximize staffing and meet fluctuating operational demands while maintaining flexibility to support employee needs.
• Improved adherence to corporate policies and safety standards through consistent communication, targeted coaching, behavioral audits and disciplinary action.
• Executed and oversaw physical inventory processes, including material movement and transport using pallet jacks and tote tanks.

• Oversaw the hiring, onboarding, and professional development of the Customer Service Training team.
• Coordinated and fulfilled all customer service training requests to ensure timely and effective delivery.
• Maintained up-to-date knowledge of new products, tools, processes, and policies to ensure training content was effective and sustained accuracy and relevance.
• Monitored and reported training performance metrics, including participant successful completion rate and adherence to training schedules.
• Leveraged critical thinking and creative problem-solving skills to identify barriers and implement successful resolutions.

• Facilitated the hiring, onboarding, and development of Quality Auditors, Trainers, and Workforce Management Analysts within Senior Markets, ensuring consistent performance and operational excellence across all areas.
• Oversaw the development, analysis, and delivery of performance reports to drive data‑informed decision‑making.
• Upheld CMS compliance standards by monitoring regulatory requirements and enforcing adherence across workflows.
• Stayed up‑to‑date on new products, tools, processes, and policies to ensure the team operated with accurate and current information.
• Supported internal audit initiatives and ensured customer service practices aligned with organizational and regulatory expectations

• Monitored and analyzed call‑center performance metrics, providing accurate reporting to ensure full compliance with CMS standards, including average handle time and average speed of answer requirements.
• Analyzed industry trends and regulatory changes to assess operational impacts and produce accurate, data‑driven call volume forecasts.
• Maintained up-to-date knowledge of new tools, processes, and policies and communicated performance expectations to ensure operational alignment and compliance
• Managed capacity planning operations by anticipating workload fluctuations and effectively allocating resources to ensure service-level targets were met.

• Responded to incoming calls for the medical triage center, providing efficient, calm and professional assistance to patients.
• Accurately input and updated patient information within the electronic medical record system.
• Assessed the urgency of patient concerns and directed callers to the appropriate level of care ranging from communication with a triage nurse to dispatching emergency services when necessary.

• Retention Specialist 2010-2014: Built customer loyalty

by resolving complex issues, diffusing escalated customer interactions and providing excellent customer service. My customer interaction was highlighted in the Regional onboarding of new hires as an example of excellent customer service.

• Special Project/Trainer 2009-2010: Oversaw the

training and development of the Technical Associate role due to vacancies left by corporate buy-out retirement.

• Sales Associate 2007-2009: Answered incoming

customer calls with the purpose of resolving initial call reason then upselling customer using cues and clues from interaction to make product recommendations based on need while maintaining excellent customer service

• Supervisor/Coach 2004-2007: Coached and developed a

team of 15–25 sales and service representatives using recognition and accountability to ensure success. Recognized as one of the top sales team in the region and awarded an all expense paid trip to Las Vegas, NV.

• Sales Mgr. Assistant 2002-2004: Accountable for

creating and executing sales contests, managing incentive tracking, and driving engagement to exceed daily sales targets.

• Technical Associate 1998 - 2002: Managed the

scheduling of staff work hours and vacation time, generated call analytics reports, performed a wide range of administrative duties and developed a real‑time monitoring process to evaluate call behavior.

• Customer Service Representative 1995-1998: Handled

inquiries of current and prospective customers, recommended products based on customer needs to consistently meet daily sales goals and delivered exceptional customer service while efficiently multi-tasking to resolve customer’s needs.