Cassie Mulloy

WORK HISTORY

EDUCATION

SKILLS

ABOUT CASSIE MULLOY

Results-driven contact center leader, learning and development strategist and operations manager. Strong business acumen and demonstrated track record of success spearheading business process re-engineering. Over 20 years of progressive leadership and management experience, flourishing in competitive environments. Manages large global groups by developing cohesive and cross-functional teams using leadership and organizational skills. Maintains focus on customer service to drive strong brand loyalty. Builds relationships with internal and external stakeholders. Strategic leader who hires, develops, mentors, and trains high-performing teams. Effectively leads business development initiatives, workforce development strategies, and operational leadership in support of meeting goals. Change agent and thought leader who maximizes resources and minimizes business costs. Drives process improvements, issue resolution, risk mitigation, project management, and strategy development and execution. Introduces workflow efficiency improvement to increase productivity. Analytical, attentive to details, and organized, with strong negotiation skills. Oversees budgets and ensures adherence with regulatory compliance. Strong communication skills.Skills • Contact Center Management• Process Improvement• Performance Management • Change Management • Business Forecasting • Coaching & Mentoring• Training & Development • Project & Program Management• Data Analysis & Reporting• Balanced Score Cards • Team Building • Service Level Agreements (SLAs)• Request For Proposal (RFP)• Operations Management• Strategic Planning • Business Goals Development • Team Leadership• Leadership Development & Training• Recruiting & Succession Planning• Customer Relations • Regulatory Compliance• Site Performance Management• Needs Analysis & Issue Resolution• Budgets & Finance Management• Processes & Procedures • Business Planning & Cost Projections• Metrics Reporting