Casey Crawford Email and Phone Number

Lead dynamic Inbound and Outbound capacity plans for multiple centers based in Dallas, Tampa, Cleveland, New York, and Mexico Developed road-map to offer Workforce Management oversight for 108 unique General Offices for the first time Facilitated the expansion of operational support from 500 employees to 1300 employees across the US Created $1.5M savings, annually, promoting the use of internal resources in favor of hiring additional staff Coded with SQL to mine for both interesting and actionable data from our Data Lake Forecast staffing requirements for text, inbound, outbound, call back, and back office Worked with Senior Executives across the Enterprise to create clear visibility into back-office productivity Mentored, motivated, and encouraged teammates in their development and engagement Created reports in Excel, Tableau, Spotfire and others that serve to illuminate actionable decisions in addition to informing on key data points Solved for data challenges related to back-office forecasting Informed leadership of downstream and cross-team impact of changes to staffing, workflow, and change management decisions Influenced decisions of Stakeholders and Senior Leaders by building trust, using credible data, and providing likely outcomes of different decision points