Cassandra Poulin

• Directed integration of custody clients, designing and implementing new portal and onboarding workflow in JIRA, improving cross-departmental efficiency.
• Led ETF services integration project, enhancing operational alignment between IT, operations, and client-facing teams.
• Standardized assessment tools for process effectiveness, enabling consistent KPI tracking and optimization.

• Revitalized underperforming operations unit, enhancing productivity from 80% to 95% through process restructuring and staff training.
• Expanded team size from 18 to 27, incorporating in-house coaches and a tiered coaching strategy to manage 5–7% annual sales growth without SLA breaches.
• Decreased turnover rates from 50% to 5% by cultivating a transparent and empowering workplace culture, achieving an office vibe rating of 9.5/10.
• Collaborated with Customer Service, Sales, Marketing, Risk, and Compliance teams to align operational capacity with strategic product launches and campaigns.
• Executed detailed capacity modeling for each process type, identifying staffing gaps and process bottlenecks; redesigned workflows accordingly.

Conducted quality assurance for technical experts and Mastercard advisors to ensure customer service excellence.

Championed process improvements with internal and external partners to enhance operational efficiency.

Led enterprise-wide initiatives and project deployments, ensuring effective change management execution.

Developed training programs that improved employee skills and performance metrics.

Mentored specialists to meet performance objectives, promoting professional growth.

Facilitated Agile practices and delivered scrum workshops to enhance collaboration culture.

Analyzed performance data to pinpoint improvement areas for individuals and teams.

Provided subject matter expertise during senior leadership meetings on compliance and regulatory standards.

Delivered expert-level technical assistance to customer service representatives, enhancing issue resolution skills.

Managed escalations and supervisor transfers to ensure efficient complaint resolutions.

Collaborated with diverse coworkers to achieve goals and tackle product-related issues.

Promoted customer satisfaction through effective problem-solving and friendly service.

Transformed underperforming retail locations through coaching and alignment of sales processes.

Achieved turnaround of four stores from bottom quartile to top half within twelve months.

Reduced staff turnover by 35% via implementation of recognition programs and improved onboarding.

Facilitated training sessions to enhance employee skills and promote team collaboration.

Regularly reviewed performance metrics, providing recommendations for process enhancements.

Coached team members to elevate sales performance and achieve business goals.