Cassandra Hardmond
About Cassandra Hardmond
Cassandra Hardmond is a Manager of the Contact Center at Epiq, where she has worked since 2018. With a background in customer service and management, she has extensive experience in call center operations and training.
Current Role at Epiq
Cassandra Hardmond serves as the Manager of the Contact Center at Epiq, a position she has held since 2018. In this role, she is responsible for overseeing the operations of the contact center in the Charlotte, North Carolina area. Her duties include configuring and monitoring the usability of interactive voice response (IVR) systems and developing strategies for their optimal use. Additionally, she establishes escalation procedures and workflows tailored to litigation needs, ensuring efficient management of call center engagements.
Previous Experience at Shutterfly, Inc.
Prior to her current position, Cassandra worked at Shutterfly, Inc. as a Customer Service Supervisor in the Call Center from 2009 to 2018. During her nine years in Fort Mill, South Carolina, she conducted monthly revenue recognition for all call center engagements. She also played a key role in training new Claimant Call Center supervisors and leads, contributing to the development of the customer service team.
Background in Retail Management
Cassandra began her career in retail management at Walmart, where she served as an Assistant Store Manager from 2004 to 2009 in the Charlotte, North Carolina area. Her experience in this role provided her with foundational skills in customer service and team leadership, which she later applied in her call center management positions.
Educational Qualifications
Cassandra Hardmond holds a Bachelor's degree in Criminal Justice/Law Enforcement Administration from the University of Phoenix, which she completed from 2011 to 2015. She also earned an Associate's degree in Business Administration and Management from Central Piedmont Community College, studying from 2000 to 2002. Her educational background supports her management roles and enhances her understanding of operational procedures.
Key Responsibilities and Skills
In her managerial role, Cassandra is responsible for organizing and delegating translation and interpretation activities related to the Claimant Call Center. She demonstrates strong leadership skills and a focus on operational efficiency, ensuring that the contact center meets its objectives effectively. Her expertise in revenue recognition and IVR system management further highlights her capabilities in overseeing complex call center operations.