Cassandra Jackson
Kitchener,ON
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in improved process flow, call center operations, retail, client relationships and sales operations. Driven in achieving client success through transparency and problem resolution. Well versed in both B2C and B2B client relationships. A strong leader with a focus to motivate and encourage team members' own success. Completed BA in Psychology with a minor in Neuroscience and Mental Health at Carleton University. Excellent time management and organizational skills. Incredibly adaptable and works effectively under pressure. Hardworking and dedicated individual, who enjoys working as part of a team, but can easily work autonomously. Enjoys taking on new challenges and not afraid to ask questions to ensure full understanding of all expectations.
Overview
8
8
years of professional experience
Work History
Director of Operations
Grant Synergy
10.2021 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw full-cycle recruitment from interviewing to onboarding and training
- Developed and mentored new employees
- Engaged with key stakeholders, including non-profits, SMEs, educational institutions, and government agencies, to understand their needs and tailor services accordingly.
- Ensured compliance with all regulatory and grant-specific requirements, facilitating accurate and timely reporting to stakeholders and funding agencies.
- Maintained and nurtured client relationships, leading to a 80% increase in repeat business and client referrals.
- Led a multidisciplinary team of grant writers, editors, and support staff, fostering a collaborative environment that boosted productivity and morale.
- Wrote and edited applications, increasing success rate to 90%
Director of Client Success
Entuitive Compliance, Prev. Crawford Compliance
06.2020 - 09.2021
- Identified and maximized sales opportunities, and increased customer retention rates
- Organized and implemented job roles and functions among employees
- Answered all escalated customer queries with friendliness and expertise
- Organized training and product workshops
- Led process and product improvement initiatives
- Lead and conducted in depth analysis of business performance versus business goals
- Tracked performance and identified business improvement trends
- Led recruitment efforts and training of new employees.
Team Lead
Crawford & Company Canada
01.2020 - 06.2020
- Oversaw two teams of 5-7 employees (First notice of loss claims CSR's, Compliance CSR's)
- Set and monitored agents performance to achieve overall corporate objectives
- Held weekly one-on-ones with agents for coaching and development
- Managed workforce to ensure SLA's were met.
Customer Service Representative
Crawford & Company Canada
05.2019 - 01.2020
- Handled overflow and after-hours claim intake calls
- Processed first notice of loss reports for insurer clients
- Trained new employees on all areas of compliance
- Acted as an Out of Office for Team Lead (handled day to day operations and touch point calls with clients)
- Managed support email inbox
- Updated contractor files and assisted with the completion of their compliance profiles
- Collaborated with TL to create and implement more efficient processes to better serve clients.
Assistant Manager
Call it Spring
09.2016 - 01.2019
- Supervised employees, coached sales techniques with extensive product knowledge
- Accountable to achieving sales targets
- Ensured KPI's were met
- Processed payments, returns/exchanges, handled bank deposits
- Inventory management
- Dealt with store POS system, Opening/Closing operations (balancing till, facing store, nightly deposit)
- Visual Merchandising.
Education
Bachelor of Arts - Psychology, Neuroscience And Behaviour
Carleton University
Ottawa, ON04.2019
Skills
- Problem Solving
- Time Management
- Leadership
- Communication
- Customer Service
- Fast Learner
- Microsoft Office
- Computer Skills
- Operational Efficiency
- Strategic Planning
- Process Improvements
Spin Instructor at Cyclone Spin Studio
As a passionate and energetic Spin Instructor, I have led dynamic indoor cycling classes, encouraging a motivating and inclusive environment for participants of all fitness levels. With a strong focus on proper technique, endurance building, and cardiovascular health, I have developed and delivered engaging workout routines that drive results and enhance overall fitness. My ability to inspire and encourage participants has consistently resulted in high attendance rates and positive feedback, reflecting my commitment to helping individuals achieve their health and wellness goals.
Hobbies and Interests
- Working out
- Softball
- Volleyball
- Golf
- Hiking
- Travel
- Fashion
- Acting
- Trying new cuisine
Volunteer Experience
- Rexall One Walk to Conqour Cancer, Toronto
- Pride Stables Developmental Riding Program, Cambridge
- Mental Health Champions, Ottawa
- Choreographer for community play
- Dog walker at Savannah's Pet Services
Timeline
Director of Operations
Grant Synergy
10.2021 - Current
Director of Client Success
Entuitive Compliance, Prev. Crawford Compliance
06.2020 - 09.2021
Team Lead
Crawford & Company Canada
01.2020 - 06.2020
Customer Service Representative
Crawford & Company Canada
05.2019 - 01.2020
Assistant Manager
Call it Spring
09.2016 - 01.2019
Bachelor of Arts - Psychology, Neuroscience And Behaviour
Carleton University