Kassi Cross
About Kassi Cross
Kassi Cross is a Senior Customer Experience Specialist/Ops Manager I at Expedia Group, with a background in operations and customer service across various companies.
Current Role at Expedia Group
Kassi Cross serves as a Senior Customer Experience Specialist/Ops Manager I at Expedia Group, a position she has held since 2022. In this role, Kassi is responsible for managing customer experience operations, ensuring that service delivery meets the company’s standards, and potentially improving operational efficiencies. Her role demands a robust understanding of customer needs, advanced problem-solving skills, and the ability to lead a team.
Experience in Operations and Team Leadership
From 2015 to 2022, Kassi Cross worked at Expedia Group as the Global Op's Improvement and Escalation Team Leader. During her seven-year tenure, she led efforts to enhance global operations and handle escalations efficiently. Prior to that, she served as a Lead Agent at Expedia GCO from 2013 to 2015, and as a FIVESTAR Agent at Expedia GCO - Hotels.com from 2012 to 2013, both in Springfield, MO.
Earlier Career in Customer Service and Sales
Before her roles at Expedia, Kassi worked at Magellan Transport Logistics in Operations & Sales from 2011 to 2012 and as a Recruiter at Maxim Healthcare Services from 2010 to 2011, both in Springfield, Missouri Area. She began her professional career at Verizon Wireless as a Customer Service Specialist, where she worked from 2006 to 2009. These roles helped her develop extensive skills in customer service, sales, and recruitment.
Educational Background in Marketing
Kassi Cross studied Marketing at Missouri State University, where she obtained a Bachelor of Marketing in 2009. Her academic background in marketing provided her with foundational knowledge that has supported her career in customer service and operational management. She completed her degree in a span of three years, from 2006 to 2009.