Cassandra Allen
Papillion
Summary
Accomplished professional with extensive experience in client relations, customer service, and contact center management. Excelled in building and maintaining strong client partnerships, optimizing service delivery, and driving customer satisfaction. Demonstrated expertise in business analysis and training, focusing on enhancing operational efficiencies and developing robust training programs for contact center staff. Successfully led high-performing teams, managed complex customer care programs, and collaborated with cross-functional stakeholders to align service strategies with business goals as a Senior Manager of Customer Care. Known for fostering a customer-centric culture, driving continuous improvement, and delivering exceptional results in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Senior Manager, Customer Care
Toast
08.2019 - 09.2024
- Responsible for leading and managing up to 11 frontline managers who were responsible for managing their team of 10-12 agents.
- Direct oversight of multiple different customer-facing campaigns within the POS and Payroll departments.
- Oversee and manage the Order Operations team of one manager and seven analysts – responsible for Gift Cards, RMAs and Upsells, and other back-office work
- Regular cross-calibration with other internal teams (enablement, QA, R&D, product, sales), senior leadership and peers in other campaigns to drive performance within Customer Care.
- Responsible for producing and presenting weekly business reviews and monthly business reviews to senior leadership.
Senior Customer Care, Program Manager
Toast
11.2021 - 11.2023
- Assisted in successfully launching this new product offering from a Customer Care lens.
- Collaborated with the R&D team to identify and address product improvements and optimize processes for the Toast Pay Card program
- Partnered with the Enablement team to design and launch comprehensive and ongoing training for the Customer Care team to equip them with the skills and knowledge needed to support the Pay Card product
- Responsible for managing the processor relationship with Galileo and partnering with them for 3rd party support of the Toast Pay Card, including agent productivity and vendor compliance.
- Acted as a liaison between Care and Product teams to identify product issues or gaps and get them resolved.
Manager Contact Center
First Data Corporation
12.2017 - 08.2019
- Oversee day to day operations of team managers, team leads, and quality analysts by providing them with direction, support and career development
- Demonstrate innovation by working with other internal teams to create and enhance processes to meet client needs and make the frontline job easier and efficient
- Calibrate directly with clients to assess their needs and review performance of the queue
Training Specialist
First Data Corporation
04.2015 - 12.2017
- Training POD leader for Bank Services
- Responsible for conducting customer service skills and process training for new hire agents within the CCO organization
- Act in a managerial role to agents throughout the training program
- Develop training materials and programs using adult learning methodologies
Business Analyst II
First Data Corporation
02.2014 - 04.2015
- Maintain and ensure accuracy of the STAR interchange pricing system with the IRS (Interchange Reporting System) application as required by Network mandates
- Review, research, analyze, and participate in testing and provide validation of system changes for day to day problems and implemented projects
- Attend and participate in project calls, understanding the impact of projects and writing project requirements
Senior Client Service Analyst
First Data Corporation
04.2011 - 01.2014
- Maintain a strong business relationship with assigned clients/ISOs
- Actively engage in portfolio management: assessing trends, opportunities, and risk points
- Manage operational projects including chargebacks, settlement, collections, downgrades and reporting while resolving day-to-day issues
Client Relations Manager
Meta Payment Systems
03.2008 - 02.2011
- Act as a liaison between the client, processors, associations, and other external entities
- Work with all parties toward program development and implementation including Visa, MasterCard, Discover and numerous load networks
- Contribute to ongoing proactive communication with program managers regarding existing and developing prepaid products and programs
Relationship Manager
First Data Corporation
08.2001 - 02.2008
- Maintain a strong business relationship with assigned clients
- Actively engage in portfolio management: assessing trends, opportunities, and risk points
- Manage operational projects including chargebacks, settlement, collections, downgrades and reporting while resolving day-to-day issues
Education
Bachelor of Science - Business Management
Bellevue University
Bellevue, NE01.2009
Skills
- Building a team from the ground up
- Cross-functional collaboration
- Data-driven decision making
- De-escalation management
- Documentation and reporting
- Manager coaching and mentoring
- Operations management
- Troubleshooting and problem resolution
- Strategic planning
Accomplishments
- Supervised team of 150+ staff members, including managers and agents.
- Actively involved in the hiring processes for multiple positions.
- Collaborated with product, R&D, enablement, and care teams in preparation of launching the Toast Pay Card.
- Assisted in onboarding and launching our first vendor partner within the Payroll team.
Timeline
Senior Customer Care, Program Manager
Toast
11.2021 - 11.2023
Senior Manager, Customer Care
Toast
08.2019 - 09.2024
Manager Contact Center
First Data Corporation
12.2017 - 08.2019
Training Specialist
First Data Corporation
04.2015 - 12.2017
Business Analyst II
First Data Corporation
02.2014 - 04.2015
Senior Client Service Analyst
First Data Corporation
04.2011 - 01.2014
Client Relations Manager
Meta Payment Systems
03.2008 - 02.2011
Relationship Manager
First Data Corporation
08.2001 - 02.2008
Bachelor of Science - Business Management
Bellevue University
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