Cassandra Ward serves as the Director of Customer Experience & Training at ZIM Integrated Shipping Services, where she leverages her extensive background in operations management to enhance customer satisfaction and drive brand loyalty. With a keen focus on optimizing service centers, Cassandra oversees the development...
Cassandra Ward serves as the Director of Customer Experience & Training at ZIM Integrated Shipping Services, where she leverages her extensive background in operations management to enhance customer satisfaction and drive brand loyalty. With a keen focus on optimizing service centers, Cassandra oversees the development and implementation of company-wide initiatives aimed at improving the customer experience. Her role involves managing the DSAT Closed Loop Process, a critical framework that identifies and addresses service deficiencies, ensuring that customer feedback translates into actionable improvements.
Cassandra is adept at bridging gaps in People, Process, and Technology through targeted training initiatives, which are designed to elevate the skills of the workforce and enhance operational efficiency. By collaborating with various internal departments, she fosters a culture of continuous improvement that not only boosts customer service quality but also strengthens brand awareness in a competitive market. Her expertise in call center management and business process improvement allows her to implement strategic solutions that limit costs while maximizing productivity.
In addition to her operational acumen, Cassandra’s skills in quality assurance and workforce management play a pivotal role in refining service delivery. She is committed to cultivating a customer-centric environment that prioritizes responsiveness and reliability, ultimately driving revenues for ZIM Integrated Shipping Services. Through her leadership, Cassandra is not only enhancing the customer journey but also positioning the company as a leader in the shipping industry, where exceptional service is paramount.
