Open to opportunities

Cassandra Daly

@cassandradaly

Message

Operations and customer support leader using AI automation to optimize health insurance service at scale.

United States

Message

What I'm looking for

I’m looking to lead support operations where I can scale AI-enabled workflows, build KPI frameworks, and strengthen quality assurance—especially in health insurance or healthcare—while driving measurable improvements to member experience and operational efficiency.

I’m a strategic support operations leader with 15+ years of experience specializing in Health Insurance operations, Customer Support Management, and AI-enabled process optimization. I’m known for scaling support infrastructure in high-growth environments by implementing AI Automation and advanced data analysis to reduce administrative waste.

In my most recent role as Manager, Partnerships, I manage a strategic ecosystem of 75+ partners and drive affiliate growth through automated workflows. I also scale resource allocation and capacity modeling for high-priority initiatives using Asana, while designing strategic reporting and performance metrics for stakeholders.

Earlier, as Customer Support Team Lead, I led the migration of support operations from Salesforce to Zendesk and built a KPI framework and Performance Metrics dashboard that increased CSAT scores by 12% YOY and improved Member Experience response times. I’ve also automated workforce management with Intercom and chat channels and built an internal LMS to strengthen knowledge management, quality assurance, and onboarding readiness.

Experience

Work history, roles, and key accomplishments

Current

Manager, Partnerships

Current

Partnerize

Dec 2024 - Present (1 year 7 months)

Managed a strategic ecosystem of 75+ partners to drive affiliate growth and improve partnership scalability via automated workflows. Scaled resource allocation and built reporting/metrics to optimize budget offerings and regional operational oversight.

Partner Ecosystem Management Workflows Asana Resource Allocation Process Automation Performance Metrics

Customer Support Team Lead

AMR Partnerize

Feb 2022 - Dec 2024 (2 years 10 months)

Led the migration of support operations from Salesforce to Zendesk using data analysis and systems integration. Built KPI frameworks and dashboards, improved CSAT and response times, and automated workforce and knowledge management through an internal LMS.

Salesforce Zendesk Data Analysis System Integration Dashboards CSAT Member Experience Workforce Management Service Level Management Intercom Knowledge Management Quality Assurance

Supervisor, Call Center Operations

Healthfirst Insurance

Aug 2016 - Oct 2020 (4 years 2 months)

Directed health insurance member support operations for a 30-person team, optimizing call handling and workforce management to support rapid growth. Implemented quality assurance and process controls to improve member experience and operational efficiency.

Call Center Operations Customer Support Management Member Experience Workforce Management Performance Monitoring Quality Assurance Process Control Operational Controls Coaching Operational Efficiency

Territory Sales Engineer

Uretek Holdings

Mar 2014 - Oct 2014 (7 months)

Oversaw technical integration and program management activities to ensure customer success and operational alignment. Built capacity modeling estimates and data-driven bid documents based on customer RFP requirements.

Technical Integration Program Management & Customer Success Capacity Models Data Analysis Data Driven Bid Documents RFP

Department Manager

Nordstrom

Oct 2009 - Mar 2014 (4 years 5 months)

Analyzed performance data to meet financial objectives and forecasting needs for high-volume departments with $12M+ in annual revenue. Managed inventory logistics and demand forecasting to maintain optimal stock levels and reduce operational waste.

Forecasting Logistics Demand Forecasting Revenue Optimization