Amy Casey Mba, Msm-Itpm Email & Phone Number

El Paso, Texas, United States

• Managed a team of 15-30 student call center agents, overseeing their performance in compliance, customer service, quality, productivity, and attendance.• Conducted coaching sessions and staff meetings to ensure effective communication and development of team members.• Administered schedules and attendance, including timecard and payroll management in ADP.• Resolved escalated customer concerns, balancing superior service with fiscal responsibility to ensure exceptional customer experience

United States

•Recognized as the first team to roll out a product internationally from the US, serving end user merchants in the UK; delivered presentations, and ran the software development lifecycle, from concept to implementation, and deployment. • Worked autonomously without direct line management control, to successfully influence task completion by outside members of seven significant projects simultaneously with vendors for non/integrated partnerships.• Established processes and templates (e.g. created a master Smartsheet Gannt to track all startup projects to promote transparency and one source of truth, saving ~5 hours per week for 10+ employees. • Reporting on progress using Jira, Confluence, Google Sheets & Docs to key stakeholders across cross-functional teams: Product, Operations, Revenue Operations, Engineering, CEO, Sales/Marketing, Strategy, and Analytics.• Working in a matrixed environment on activities based in various locations (California, New York, Texas, Colorado, North Carolina, Washington, Maine, Colombia, Argentina, Portugal, Germany, France, United Kingdom).

• Helped run a new department (Project Management Office), leading cross-functional project teams and primary contact regarding development to release, ultimately securing Series D funding.• Championed digital transformation through project management processes and business systems that support project decision-makers. Ensured that all project control systems within the scope were in place.• Developed project plans, schedules, deadlines, and milestones; regularly monitored shifting timelines and budgets to identify and mitigate project risks, and proactively identified potential challenges and developed contingency plans.• Collaborated with internal stakeholders–including Software Engineers, PMs, and senior management–to drive successful project outcomes and ensure alignment with broader organizational objective

El Paso, Texas

• Continued customer success and team leadership while switching to 100% remote within one week with the onset of COVID, while maintaining overall SLAs (Service Level Agreements).• Scaled resources such as a help center, internal documentation, upskilling, and community programs.• Established a certification program for customer care reps to test the knowledge needed to excel at the position. Maintained a growth mindset, giving and receiving feedback effectively in all directions.• Pivoted the team from a Loyalty-only product support to a credit card payment processor, establishing an underwriting team to approve merchants for a highly technical process; increased efficiency from an average 4-hour install to 1.

El Paso, Texas

• Hired, trained, motivated, coached, and empowered 20 customer care & tier 2 representatives and Team leads; multiple reps were promoted to different positions and departments, ultimately increasing headcount and KPIs.• Drove the evolution and scalability of the Employer team and its impact and contributions toward achieving department, and company-wide goals & objectives and north star metrics (NSM) of service delivery.• Pulled, summarized, and appropriately shared customer-centric data up, down, and cross-functionally. Started a weekly sync with product and engineering, and training to highlight areas of concern and themes to address.• Facilitated cross-team personal development and culture building: hosted group sessions with ice breakers to make new connections, invite to sit in and listen on calls to learn customer experience and improve the product overall.• Enabled full accountability and real-time transparency organization-wide with a high-level overview for senior leaders by leveraging business intelligence (e.g. Tableau dashboards with trend analysis partnering with a Data Analyst).• Built internal resources such as knowledge articles, training materials, and SOPs in Confluence and SalesForce CRM.

Greater Nashville Area, Tn

• Performed installation and troubleshooting (hardware and software) via phone and remote tool (Bomgar), documenting detailed concise descriptions with clarity in the Remedy ticketing system; read the dialysis information to record the patient information for medical records.

Clarksville, Tennessee Area

• Governed job requisition life cycle using Resume Ware, iCIMS, and People Soft, while fostering productive working relationships with internal & external recruiters.• Created 70+ open job requisitions; post announcements online on the company website and major job boards such as CareerBuilder, Monster, and Indeed to attract interested candidates.• Spearheaded timely interview coordination, completion, and suggested resolutions to management, for meeting operational requirements; updated daily & weekly reports ensuring accuracy in statistics.

Colorado Springs, Colorado Area

• Evaluated, interviewed, and screened external and internal candidates for employment; gave recommendations to hiring manager based on resume review, responses, and compensation chart.• Managed and mentored up to 40 technicians in ACD phone system management, recognizing, identifying, isolating, and resolving problems with information systems products, application services, and networking/ connectivity.• Tracked call quantity and lengths in queues and communicated and reinforced new guidance, procedures, and policies for trouble tickets, collection, and quality control. • Researched new and scrutinized existing technical solutions for improvements and efficiencies. Utilized analytical insights to identify operational trends and implement escalation and resolution techniques.• Met SLAs for a performance-based contract through continuous review including surveys, raising customer satisfaction ratings by 12%. Ensured high employee morale through regular communication, shift meetings, and ongoing feedback.

Colorado Springs, Colorado Area

• Supported Shift Leads and Senior Agents in service requests, learning all facets of the ESD’s process-oriented environment. Provided accurate & detailed documentation (using Siebel Supportweb) during the IT restoration

Fort Carson, Co

• Assisted clients (service members) transitioning out of the service while setting appointments and inputting yearly schedules into the internal tool (ACAP XXI).

• Served as subject matter expert and go-to resource for superiors, peers and subordinates regarding Information Technology issues (software and hardware issues with PCs and printers).• Converted a laborative manual work document into an efficient Excel template used by the SPO Officer to report to Battalion Senior Leaders on equipment, mission trackers, and passenger manifest. • Coordinated and supervised the movement of 10,000+ personnel. • Coordinated asset management of 1MM+ gallons of fuel, and the movement of 1MM+ pounds of supplies including 70+ vehicles (taken to maintenance for weekly service ahead of dispatch/ tasked out), working with two dispatchers.

Fort Carson, Co

• Advised convoy support mission in logistics: planned, managed and monitored unit maintenance (in SAMS-E) and motor pool operations, including procurement accident/ incident forms, in daily meeting with leaders. • Received and tracked all transportation movement within unit; created MS Excel spreadsheets to pull data to populate the manifest of 150 personnel and all 30 vehicles.• Appointed Battalion Equal Opportunity rep (continued through 2011), an additional duty; conducted all EO training. Handled any complaints; served as Victim Advocate for Sexual Assault victims.

Fort Carson, Co

• Supervised four first-line supervisors, each in different areas in supply chain operations (fuel operations, warehouse & supply logistics, transportation & cargo movement, and security) as well as 45+ personnel in a combat environment• Assisted subordinates in the use of software such as FormFlow, PowerPoint. • Owned maintenance and supplier management consisting of $5MM+ of annual upkeep and accountability

Fort Leonard Wood, Missouri, United States

• Supervised up to 60 trainees in each class during Initial Entry training. Trained 2,500+ civilians to Soldiers enabling the personnel strength of the Army to continue to grow; served concurrently as official Company Equal Opportunity Rep.• Planned, coordinated, and instructed personnel in the safety and welfare of subordinates and peers for future operation

Fort Leonard Wood, Missouri, United States

• Assigned the additional duty of Battalion Information Assurance Officer, responsible for making sure all ~40 battalion workstations met security requirements and uploading updates/ patches and lifecycle replacement. Developed and implemented a plan for two new software fieldings.• Trained personnel on new software and assisted all users in questions and concerns with software and hardware issues.• Maintained the battalion training management program and schools program: scheduled and requested personnel to attend; tracked and monitored the NCO (Non-Comissioned Officer) professional development class.

Fort Leonard Wood, Missouri, United States

• Supervised and mentored more than ten personnel in leadership, training, and education.• Managed maintenance and supply programs consisting of #1MM+ of annual upkeep and accountability.• Assisted in planning and execution of force protection mission.

Master Of Business Administration - Mba, 4.00

Master'S Degree, Information Technology Project Management, 4.0

Bachelors, Computer Information Systems