Casey S. Godown Email & Phone Number

United States

Identical role and responsibilities as BSM at CCFI and with CURO. Only changes in company ownership.

Wichita, Kansas, United States

Primarily working in Internet Lending Group leading salaried reports to build their teams to new levels of customer service. Building bench strength through growing relationships that result in honest two way communication.

Wichita, Kansas Area

Wichita, Kansas Area

This role is identical to my work as an Inside Sales Manager for Protection 1. This change adds me into the ADT structure as we continue integration of the Protection 1 and ADT.

Wichita, Kansas Area

Responsibilities initially leading the Inside Sales Support Teams. This included 3 direct reports and a total headcount of 50+ leaders and agents. In this position the Inside Sales Outbound Qualifier role was further developed. We added not only calling out on new leads, but rehashing those that recently had not sold initially as well as grew our existing customer outreach programs to introduce new products and services offered to our existing customer base. Over this 3 years of growth the outbound teams created an additional $3.1 million in annualized revenue to the company. Also during the time period, the Telesales Assistance Desk was transformed into the Residential Operations Coordinator group. The TAD group assisted sales agents with compatibility issues with products as well as performed quality assurance on jobs sold. The ROC team took a new focus with owning the jobs sold by the Inside Sales Team from the point of eSignature collection to ensuring the job closed and billed to the company scorecard. The steps created in this process to increase interaction with the branch and technicians while on site increased the billed percentage of Inside Sales jobs by over 8% netting an increase of $700,000 per year of closed RMR for the department.Finally, in January of 2017 the role expanded to include not only the Inside Sales Support Teams, but also added the sales teams including New Acquisition, Existing Customer and Self Install Channels. The Pre Install ADT channel was also added to the support groups. This role increased the headcount responsibility to 7 Team Mangers and over 150 total agents. Highlights in this time period for the sales teams included the Existing Customer team growing RMR by over 10% from 2016 while taking 5,550 fewer calls YoY. The Self Install Channel saw conversion rates increase by 6% YoY as well.

Wichita, Kansas Area

Worked with Inside Sales Qualifiers to maximize every inbound sales opportunity coming into the company through setting appointments for the field organization and passing opportunities to the Inside Sales team. My focus was to elevate the initial customer experience when calling Protection 1 including capturing the customer's hot button and tying that into the P1 Story. Improving this process and adding excitement to the initial call drove prospects that doubled the sales team's close percentages on the phone and in the field.During this time I also developed an outbound touch point program that surveyed our current customer's satisfaction while opening the conversation to new points of protection and services offered. This program increased an annual increase of RMR by $357,000 during the first year of operation. I also developed KPI's and rolled out new stack rankings to measure performance and drive accountability within the teams. This ensured that the new tactics were measurable and sustained while encouraging high performance and competition within the teams.

Wichita, Kansas Area

SUMMARY: Direct and manage the daily activities of the monitoring staff in the attainment of departmental goals while ensuring the highest possible level of customer service. To provide leadership and coaching for Call Center representatives and Supervisors to assure that all employees succeed in meeting individual goals for performance as well as career growth.RESPONSIBILITIES INCLUDEDProviding daily work direction, approval of absences and/or overtime, recommendations and/or approval regarding hiring, terminations, pay changes and job changes for up to 75 full-time employees who are managed by this position.Continuously upgrade and /or enhance supervisory skills by participating in available classes, training, and seminars.Providing formal training, one-on-one or group training to disseminate information related to acquisitions, system changes, call handling procedures and other topics, which require personal presentations.Recruiting and developing bench strength to support succession planning. Rotating on call to support disaster recovery center.

Wichita, Kansas Area

Coach in Customer CareLed teams of 15 customer care representatives and 1 senior representative to meeting/exceeding performance goals in quality, efficiency and sales. Developed and held representatives accountable by using SMART Plans to help with career advancement.Member of Customer Experience Team with focus on driving one call resolution for the center. Also, facilitated relationship trainings for center leadership as well as training for various company roll outs of new products and/or services.Member of Inaugural CHIPS (Coaches Helping Improve Peer Success) team. Developed and increased planning for success and performance by on-boarding new Coaches in their role.Member of Club Hire interviewing and progressing candidates for employment to recruit the highest level of talent possible for the center.Member of Top Performing Site committee to keep center on the cutting edge of quality, efficiency and sales. Served as Interim Team Manager carrying success of unit while still exceeding expectations with own team.

Wichita, Kansas Area

January 08 – May 2008 Multi Unit ManagerPiloted new CORnerstone store management program.Trained new District Manager for OKC/Wichita.Managed locations that were company leaders in gross margin growth 1Q 2008.January 2006 – January 2008 District ManagerImplemented new selling ideas that doubled metric profits company wide including accessory, feature and warranty sales.Managed 7 stores and 35 employees in the Wichita Market.Relocated temporarily to Nebraska/Iowa to retrain/hire entire market.Became a technology leader with the field management team.April 2005 – January 2006 Multi Unit ManagerDoubled Gross Profit year over year in each Derby location.Led company in metric production all thirteen months in each category.Interviewed, hired and trained 15 sales representatives for Wichita.Developed 3 of my new hires into Store Managers.November 2004 – April 2005 Team LeaderAssisted Store Manager in Towne West and East locations with inventory, scheduling and all escalated customer contact.Set numerous individual and store sales records.Grew Gross Profit to over $50,000 per month per location.

Computer Aided Drafting

Diploma, Computer Aided Drafting

Activities and Societies: National Honors Society - '95, '96 and '97