Kassandra J.

Background

About Kassandra J.

With over 15 years of experience in contact center operations, quality assurance, and client services within Financial Services and Customer Care, I have developed the ability to balance the customer engagement needs of Fortune 100 and 500 companies while driving the achievement of organizational objectives as a BPO - a true partner and extension of the business, focused on providing a world-class customer experience. My expertise is in a diverse range of industries, including: telecommunications, toll authorities, government, and utilities, with experience in areas such as technical support, retention, fraud prevention, new customer onboarding, pre-collections, and third-party collections. As Client Operations Manager, one of my primary responsibilities was to build and maintain strong relationships between our clients and the organization, developing tailored solutions to address the specific needs of clients that accounted for over 65% of the company’s revenue. Additionally, I worked closely with the Operations team to review performance metrics, identify areas for improvement, and implement effective strategies to ensure SLAs were consistently achieved. Alongside my role in Client Operations, I also served as Jr. Contact Center Director for six U.S-based locations. In this capacity, I ensured the delivery of exceptional customer service, drove process improvements, and ensured compliance with our contractual commitments. Let’s Connect! 🤝