Casey Mccarthy Email & Phone Number

Folsom, California, United States

• Led comprehensive social media management across Facebook, lnstagram, and Twitter, driving brand visibility, engagement, and growth.• Developed and executed a highly effective social media strategy, content calendar, and campaigns, resulting in increased web traffic, improved SEO performance, and expanded social media following.• Provided exceptional customer service by promptly responding to inbound social media traffic and addressing inquiries, ensuring high levels of satisfaction and fostering positive brand perception.• Collaborated with clients and stakeholders to develop and implement strategic campaigns, aligning social media efforts with broader marketing objectives and consistently delivering impactful results.

Folsom, California, United States

• Partnered with each Gap Inc. Brand social media team, HQ Corporate Communications, and Quality Management to redefine and update Gap Inc. 's customer response approach on social media, resulting in unprecedented Voice of the Customer {VOC) response feedback increase of 400%. Achieved a 20% improvement in Customer Satisfaction (CSA T) scores and a 10% increase in Net Promoter Scores {NPS), while simultaneously reducing the cost per contact and appeasement cost.• Analyzed key performance metrics and leveraged data-driven insights to optimize communication strategies, drive measurable results, and report on outcomes, while collaborating with business partner Product Managers {Pd Ms) to develop procedures, Standard Operating Procedures (SOPs), and best practices.• Conducted strategic analysis of teams, processes, business impact, and customer experience to identify opportunities, assets, biases, and inequities within the organization's work and systems.• Collaborated with various departments, partners, and stakeholders, such as marketing, internal and external corporate communications, and customer service, to ensure consistent messaging and brand representation, expand brand reach, foster collaborations, mitigate reputational risk and drive brand growth.

Folsom, California, United States

Led 20-50 different new hires through Customer Service training each week.Performance tracking and evaluationsOrchestrated engaging and informative content through virtual meetingsModified content based on agent learning styles

Folsom, California, United States

• Led a team of 38 regular and seasonal customer service agents, ensuring their adherence to call center policies, operations, and performance standards, resulting in improved overall customer satisfaction and service quality. • Successfully converted 50% of seasonal agents to regular agents through effective mentoring, coaching, and support, fostering employee growth and loyalty while enhancing team stability. • Conducted Annual Employee Reviews and Evaluations for Call Center Reps, providing constructive feedback and development opportunities to drive individual and team performance, resulting in enhanced productivity and customer-centric service delivery. • Implemented strategic customer service strategies and created performance monthly scorecards to measure agent performance against KP/ expectations and goals, inspiring agents to achieve bold objectives and consistently exceed customer expectations.

Folsom, California, United States

Served as a key liaison between executive offices and customers, addressing highly complex service complaints and resolving issues on behalf of executives, CEO's, and Gap Inc. Board of Directors, showcasing exceptional problem-solving and communication skills.Effectively handled sensitive and escalated situations by responding to Better Business Bureau and Attorney General complaints, utilizing strong negotiation and conflict resolution abilities to mitigate risk and uphold the reputation of the business.Collaborated closely with cross-functional teams including Customer Service, Corporate Communications, Social Media, Executive, and legal partners to ensure the delivery of appropriate and consistent messaging, aligning with the company's brand and values.Demonstrated proficiency in monitoring and responding to customer inquiries and concerns across social media and online platforms, showcasing a keen attention to detail and adherence to company standards, while employing de-escalation techniques to provide excellent customer service experiences.

Rocklin

 Provide support and guidance to field management on escalated service issues. Full resolution of escalated issues, clarification of policies and support of Field employees and management at all levels with regards to escalated issues. Ensure our policies and procedures support and enhance the Customer Store Experience, resulting in Gap. Inc brands being the service leaders in the field.  Be the champion of customer service ensuring the timely resolution and proactive management of all customer service issues, whilst also providing support to the field. Represent a positive image of the brand to ensure customer retention

Roseville, Ca

 • Proven track record of delivering world-class customer service by engaging, educating, and assisting customers, resulting in high customer satisfaction ratings and repeat business.• Utilized effective sales generation techniques and strong customer relations skills to drive revenue growth and exceed sales targets consistently.• Demonstrated excellent communication skills, both verbal and written, while effectively interacting with employees, customers, and store management, fostering strong relationships and ensuring clear and concise information exchange. • Consistently maintained visual standards, executed merchandising strategies, and successfully performed alt operational functions, contributing to a seamless and visually appealing shopping experience for customers. Additionally, educated, developed, and motivated team members in a positive and encouraging manner, fostering a collaborative and high-performing work environment.

Northern California

• Successfully trained, developed, and mentored Demonstration Managers across multiple locations in California, leading to their professional growth and improved performance.• Spearheaded the reorganization and retraining efforts of underperforming buildings, aligning them with company sales, performance, and staff expectations, resulting in significant improvements in revenue and overall operational efficiency.• Utilized strong analytical skills to assess branch performance and develop comprehensive written plans for revitalization, implementing corrective measures that led to increased productivity, enhanced customer satisfaction, and improved financial results.• Demonstrated exceptional operational management abilities by efficiently handling daily operations functions, ensuring smooth workflow, and maintaining high standards of quality, productivity, and customer service. Additionally, successfully recruited, interviewed, trained, and scheduled a large team of70 employees in each store, fostering a skilled and motivated workforce.

Bachelor Of Arts - Ba, Integrated Strategic Communications

Associate Of Arts - Aa, English Language And Literature/Letters