Casey Adler Email & Phone Number

Customer Success Network is the first global Customer Success peer-learning community for CS professionals.

Support Driven is a community of professionals in Customer Support, Experience (CX), and Success helping each other and transforming the Customer Support and Operations industry.

Fairfax, Virginia, United States

Remote

• Built Brainly’s first-ever global Customer Support department serving 6 countries, and grew the department from 1 to 6 specialists in 5 months, and to 11 within 18 months
• Created SOPs, best practices, team documentation, ticket taxonomy, frameworks, integrations, Help Centers (FAQs), and various channel workflows for multiple languages via Zendesk
• Overhauled the CS department strategy by setting goals and targets and conducting performance evaluations
• Oversaw the Brainly Teacher Program and served as the PoC to Teachers and School Administrators
• Partnered with Legal and Comms to create guidelines, workflows, and escalation processes
• Launched a global QA Scorecard and Peer-to-Peer feedback process to ensure high-quality metrics were maintained while supporting our customers, and evaluating operational efficiency

Remote

New York, New York

• Managed a volunteer community of 80+ superusers with engagement activities for Brainly.com
• Revamped the community recruitment process and program guidelines to include Community Service hours and Volunteer credit
• Oversaw all content moderation standards and customer support responsibilities for Brainly.com
• Managed the relationship with the off-shore BPO for after-hours content moderation
• Liased, coached, and managed the Community Supervisors with deliverables and escalations
• Supported Marketing with social media management, testimonial campaigns, user research, and content marketing initiatives

New York, New York

• Managed a fully remote team of 9 US Community Support Managers
• Oversaw the growth and community engagement strategy for all of Resident’s 7 brands
• Executed a company-wide customer-focused strategy to align with the mission and business strategy
• Implemented monetization tactics of cross-promotion, bundling, and up-selling within the community
• Bridged the gap between customer support and community management within the organization
• Triaged customer outreach to be handled through an omnichannel of customer support contacts

New York, New York

• Managed relationship of off-shore BPO supporting Tier 1 & 2 related customer requests
• Created quarterly marketing reports with KPI tracking, forecasting results, and brand analysis
• Generated customer satisfaction (CSAT) and (NPS) reports from our CRM platform dashboard
• Handled high-level customer support inquiries and risk-related disputes related to fraudulent activity
• Cross-functionally worked with departments to relay customer feedback and insights
• Analyzed user behavior with Net Promoter (NPS) surveys and email engagement surveys

New York, New York

• Managed relationship of off-shore BPO supporting Tier 1 & 2 related customer requests
• Created quarterly marketing reports with KPI tracking, forecasting results, and brand analysis
• Generated customer satisfaction (CSAT) and (NPS) reports from our CRM platform dashboard
• Handled high-level customer support inquiries and risk-related disputes related to fraudulent activity

San Francisco, California

• During my time as the Senior Community Manager, I was responsible for community growth and retention for various social games. The games community I managed were:1. Words of Wonder - (an interactive word game on.
• Managed our BPO for all customer support operations for all 4 games
• Handled escalations from customer support involving customer security inquiries and BBB citations
• Created marketing/social media content for all games
• Moderated forums, and updated blogs and social media pages for all games
• Generated weekly social media performance, community sentiment, and customer support reports

San Francisco, California

• During my time as a Community Manager, I solely worked on the Words of Wonder game and helped grow the community as it was migrated from Disney Interactive to RockYou.
• Managed customer service operations with our off-shore BPO customer service team
• Created marketing/social media posts for Words of Wonder
• Moderated forums, updated blogs, and managed social media accounts for the game
• Generated weekly social media performance, community sentiment, and customer service reports
• Ensured all customer and community feedback/insights were shared with the appropriate teams

San Francisco, California

• Created center-beneficial linkages with community stakeholders and government officials for all 13 trades
• Oversaw the production and execution of the activities and events created for the 10 leadership roles
• Managed the Student Government’s digital marketing initiatives, budget, events, PR initiatives
• Cross-functionally worked with 8 departments to handle all logistics and budgets
• Managed account relationships with external vendors
• Served as a guidance counselor/advisor to the leadership students, and evaluated their success and growth while in the role

San Francisco Bay Area

• The 8 main events that I worked with were Breast Cancer Awareness Day, Cancer Prevention Study 3 (CPS-3), Paint The Town Pink, Making Strides Kickoff Breakfast, USF Athletics Pink Week, Cal Berkeley Pink Game (Girls.
• Established and cultivated formal relationships with over 100 companies ranging from (corporate,franchise, retail stores, start-ups, locally owned, hospitals, and educational institutions)
• Handled medium and large size hospital recruitment totaling 180 participants
• Spearheaded the marketing, design, and fundraising model for the University/College Challenge for 13 colleges and over 50 registered teams
• Handled all bronze-level sponsorships, Donor Relations, gift-giving, and in-kind food donations
• Made cold calls to companies for volunteer efforts and recruitment

Santa Monica, CA

• Performed Internet Marketing duties for a variety of clients
• Maintained WordPress blogging with updates to clients and company social accounts
• Constructed Media and Broadcast Alerts for the 2012 Indie Cade Festival
• Handled Media Relations, Press Releases/pitches, and Media Alerts for various clients
• Created new business press pitches, magazines, and blog clips for clients using Photoshop
• Conducted heavy market research for new clients and companies

Santa Barbara, California Area

• Assisted in event planning, for various sporting/corporate events, competitions, and fundraisers
• Helped with the PR and digital marketing efforts
• Worked alongside the Regional Director on sponsorship agreements/evaluations, and contract negotiations for venues and events, and created the schedule for volunteers and staff
• Prepared slideshows to showcase the campaign's success of committees and showed the success rate
• Designed Press Releases for sponsors and publicity for the athletes to local newspapers and magazines
• Spearheaded the national R-word campaign event marketing at local schools and businesses

U.S. Figure Skating is the national governing body for the sport of figure skating in the United States. U.S. Figure Skating is a member of the International Skating Union (ISU), the international federation for figure skating, and is a member of the U.S. Olympic Committee (USOC).Competed regionally in the synchronized and singles skating disciplines..

Bachelor Of Arts - Ba, Communication, And Minor In Applied Psychology & Education Studies

Activities and Societies: Member of the Sigma Alpha Epsilon Pi Sorority Student President of JAM Organization on UCSB Campus

High School Diploma, General Studies