Cassie O.

Cassie O. has extensive work experience in the call center industry. Cassie currently serves as the Director of Call Center Operations at Travel Insured International, where they lead a team of Customer Care Representatives and drives positive change and innovation to support the business. Cassie'sresponsibilities include managing a dynamic team, hiring and onboarding new employees, and implementing a quality program for all call centers.

Prior to their current role, Cassie worked at Verizon for several years in various positions. As a Loyalty & Retention Consultant, they were responsible for reducing churn in regional call centers by improving coaching practices, providing education and training, and analyzing KPI data. Cassie also hosted interactive calls and created presentations to keep the team informed about policy and product updates.

Cassie's experience at Verizon also includes roles as an Operations Consultant, Customer Service Supervisor, and Transition Coordinator. In these positions, they focused on leader development, managing surveys and analyzing results, coaching and supporting individual employees, and coordinating the onboarding process for new hires.

Overall, Cassie O. has demonstrated expertise in call center operations, leadership, team management, and customer service throughout their career.

Cassie O.'s education history begins in 2015 when they enrolled in Strayer University to pursue a degree in Business Management. However, their studies were still in progress by the end of the academic year in 2016. In 2021, they decided to continue their education and joined Western Governors University, where they pursued a Bachelor of Business Administration (BBA) degree with a focus on Business Administration and Management. This program lasted until 2023. Following their successful completion of the BBA program, Cassie O. pursued a Master of Business Administration (MBA) degree at Western Governors University, specializing in Business Administration, Management, and Operations. Cassie completed their MBA studies in 2024.