Amy Casebolt Email & Phone Number

Tampa, Fl, Us

• Hand-Selected for new strategic program management role based on an impressive record of success driving robust change and growth, striving to achieve the needs of the company identified through the NPS process.• Forge strong relationships with key stakeholders, including organizational and executive leadership and the Board of Directors, communicating regularly to discuss and address NPS reporting• Increased NPS on 13 of 18 products and the overall company NPS by an unprecedented… Show more • Hand-Selected for new strategic program management role based on an impressive record of success driving robust change and growth, striving to achieve the needs of the company identified through the NPS process.• Forge strong relationships with key stakeholders, including organizational and executive leadership and the Board of Directors, communicating regularly to discuss and address NPS reporting• Increased NPS on 13 of 18 products and the overall company NPS by an unprecedented 215% within 6 months, uniting and leading a cross-functional team of SMEs from 12 separate companies to strengthen VoC and drive customer-focused endeavors• Champion a customer-centered approach, leading a cross-functional team to steer the creation of a customer journey map, utilizing the map as a catalyst to identify resources to safeguard the company from risks and establish a VoC pathways and customer communication plan• Established a strategy and method for win-loss survey and analysis, including renewal-churn, overseeing the collection of data through analysis, increasing sales, improving customer satisfaction, and enhancing future decision-making• Received the Educated Advancement accolade for excellence in advancing the company in a forward-moving trajectory through the utilization of continuous improvement endeavors and best-in-class expertise• Recognized for delivering excellent cross-functional leadership and empowering effective collaboration, receiving the company’s inaugural OneLINQ Award, bestowed to 1 out of 500+ employees Show less

• Expertly directed a high-performing team of 8 account managers, overseeing the onboarding of 5 new team members, restructuring territories, and reorganizing team roles to generate scalable processes• Leveraged the expertise of sales and operations teams to gain knowledge of customer needs and risks and develop warm passes to support the progression of the customer journey, thus elevating the overall customer experience• Clarified the needs of the account management team and the… Show more • Expertly directed a high-performing team of 8 account managers, overseeing the onboarding of 5 new team members, restructuring territories, and reorganizing team roles to generate scalable processes• Leveraged the expertise of sales and operations teams to gain knowledge of customer needs and risks and develop warm passes to support the progression of the customer journey, thus elevating the overall customer experience• Clarified the needs of the account management team and the customer service team, defining responsibilities, implementing processes, and standardizing duties to streamline operations and increase efficiency• Introduced a comprehensive customer health score framework to strengthen metrics for at-risk customers, designing strategies to improve the customer experience and reduce churn• Spearheaded continuous improvement efforts, instituting NPS across all products to advance executive reporting and analysis, acknowledging successes while uncovering opportunities for growth• Fostered a communication cadence to maximize client engagement and tackle prevalent customer concerns• Drove employee stability during a time of change, and maintained 100% employee retention and two internal promotions• Earned the company’s Integrity Award, given to an employee who embodies unsurpassed moral and ethical principles and values Show less

Tampa, Fl

• Dedicated to overseeing the entire post-sale customer experience for 1 product, designed and managed customer onboarding, education, and support, while identifying factors in a customer’s decision to stay or leave, driving retention and recurring revenue• Accomplished an exceptional record of sustaining an average 9.9 Customer Satisfaction (CSAT) Score with the successful implementation of a customer management and de-escalation framework• Advanced automation, creating and launching… Show more • Dedicated to overseeing the entire post-sale customer experience for 1 product, designed and managed customer onboarding, education, and support, while identifying factors in a customer’s decision to stay or leave, driving retention and recurring revenue• Accomplished an exceptional record of sustaining an average 9.9 Customer Satisfaction (CSAT) Score with the successful implementation of a customer management and de-escalation framework• Advanced automation, creating and launching self-serve LMS-based customer training, a scalable training curriculum designed to deliver a top-notch education to customers at their convenience• Steered the development of scalable resources and processes to yield a remarkable 500% revenue growth and an astonishing 430% customer base increase while generating a predictable capacity model• Functioned as a liaison between the customer and product marketing, providing valuable customer insight to the product team and facilitating forums with the opportunity for mutual constructive feedback, optimizing successful outcomes for both parties• Rejuvenated the implementation process to accelerate product utilization from 42% to 87% with 0 alterations to the products• Empowered a people-first culture, cultivating environment of growth opportunity, such that majority of attrition reflected career growth• Secured the People-Centric Award for continuously exemplifying a people-first mindset, prioritizing the well-being of colleagues while cultivating a healthy work environment where all employees have the space to thrive Show less

Played a pivotal role in the success of a start-up product for a company acquired by LINQ in March 2021, striving to identify and procure the resources necessary to overcome gaps to meet and exceed customer expectations• Drove continuous improvement, designing and deploying scalable implementation, training, and support processes and procedures and refining them through diligent iterations to amplify customer success and loyalty• Created and launched KPIs for the department encompassing… Show more Played a pivotal role in the success of a start-up product for a company acquired by LINQ in March 2021, striving to identify and procure the resources necessary to overcome gaps to meet and exceed customer expectations• Drove continuous improvement, designing and deploying scalable implementation, training, and support processes and procedures and refining them through diligent iterations to amplify customer success and loyalty• Created and launched KPIs for the department encompassing onboarding, training, and customer support to maximize the customer experience and improve retention• Delivered an unparalleled customer experience, introducing a customer care standard of service, fostering strong relationships and client resources, and focusing on understanding client needs to achieve each client’s unique goals Show less

• Led the end-to-end onboarding process for new customers, facilitating strategic goal-setting, managing training efforts, and providing technical support and guidance to ensure a seamless transition• Championed virtual training during the COVID-19 Pandemic, creating standard and custom courses to deliver critical product knowledge and skills while safeguarding the health and safety of all parties• Represented the customer as a dedicated process consultant, skillfully identifying their… Show more • Led the end-to-end onboarding process for new customers, facilitating strategic goal-setting, managing training efforts, and providing technical support and guidance to ensure a seamless transition• Championed virtual training during the COVID-19 Pandemic, creating standard and custom courses to deliver critical product knowledge and skills while safeguarding the health and safety of all parties• Represented the customer as a dedicated process consultant, skillfully identifying their desired outcomes and orchestrating dynamic plans for achievement while providing recommendations for business process improvement• Partnered with the product and engineering teams to convey the objectives and desires of the customer, driving product development withactionable customer feedback Show less

* Conducted industry analysis to learn the competitive landscape, then led the rebranding of the store including visual branding, physical location redesign, website redesign, marketing collateral redesign, and market positioning adjustment. * Defined strategy, set KPIs for each semester, educated and inspired the staff, conducted quarterly business reviews of the store's performance, iterated on plans to track and improve performance.Worked closely with software developers to build… Show more * Conducted industry analysis to learn the competitive landscape, then led the rebranding of the store including visual branding, physical location redesign, website redesign, marketing collateral redesign, and market positioning adjustment. * Defined strategy, set KPIs for each semester, educated and inspired the staff, conducted quarterly business reviews of the store's performance, iterated on plans to track and improve performance.Worked closely with software developers to build a custom online student textbook ordering tool to integrate the student portal and textbook inventory system, resulting in a 26% increase in textbook revenue.* Identified areas of greatest loss, and developed immediate win solutions, resulting in a 43% increase in branded merchandise revenue.* Set and managed a budget for operational expenses and monitored sales, COR, such that the store turned a profit after a 6 year loss streak.* Oversaw a publishing division of the bookstore, publishing religious materials. Show less

While serving as an academic advisor, identified poor academic planning as a primary source of failure to graduate on time, created self-serve resources and implemented progress audits each semester to ensure students were advised of requirements and maintained their progress, resulting in elimination of graduation delays as a result of advising errors.

* Was asked to design and implement an initiative to begin student course registration prior to their arrival on campus, such that the program served as a function of recruitment and retention.* Led a cross-functional team of admissions, advising, faculty and administration to register students such that over 90% of students were registered for classes prior to campus opening in the fall each year* Designed and oversaw the build of a registration database that integrated… Show more * Was asked to design and implement an initiative to begin student course registration prior to their arrival on campus, such that the program served as a function of recruitment and retention.* Led a cross-functional team of admissions, advising, faculty and administration to register students such that over 90% of students were registered for classes prior to campus opening in the fall each year* Designed and oversaw the build of a registration database that integrated multiple data sources to centralize all necessary advising data Show less

Bachelor Of Applied Science - Basc, Operations Management And Supervision

Associate Of Arts - Aa