Kassandra Casillas

Promoted from technical support advisor II to Quality Analyst.

• Develop testing reports on multiple projects
• Collaborated with management to discuss data reports and evaluate the action plans that succeed and those that need to be redesigned.
• Gather information by monitoring calls to assist in improvement on advisors performance

Provided technical support for leading technology provider.

• Handled inbound calls providing technical support for multiple apple operating system devices.
• Monitored my adherence and KPIs to ensure I was high performing Advisor.
• Promoted to Bridge Mentor.

Promoted from technical support advisor role to team Bridge Mentor.

• Provided coaching and leadership to team of up to 20+ Technical Support Advisors.
• Partnered with TMs weekly to review quality drivers, discuss action plans on improved KPIs and discussed policy and process changes.
• Conducted One-on-One coaching sessions with each Advisor reviewing live calls, and discuss improvement on open departmental programs (Screen sharing esp.).

Promoted from care and sales representative to team care and sales mentor.

• Worked alongside sales reps to ensure they were following proper procedures (peer to peer).
• Collected and aggregated data and sale reports and then delivered to appropriate departments.
• Partnered with training to create action plans to improve on the floor sales.

Promoted from account manager role to negotiation specialist.

• Worked alongside account managers to ensure they were following proper procedures (peer to peer).
• Collected and aggregated data for floor managers.
• Partnered with training to create action plans to improve on the floor collections and hardships.

-Introduction to business course