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.
• 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.
• 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.

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.
• 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.
• 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.

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.

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.

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.
• 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.
• 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..
• 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