Jeffrey Casey Email & Phone Number

Philadelphia, Pa, Us

New York, New York, Us

New York, New York, Us

Responsible for multichannel contact center and insurance claims operations functions, self care customer interactions and technology including design and development of advanced telephony IVR, chat bot design, CSAT, operational and financial forecasting, project management, quality assurance, training and continuing education, licensing and insurance regulatory complaints and adherence for a North American insurance sales and service operation in a specialized high growth sector. Responsible for almost 5 million in cost reduction by operational efficiencies and process and systems automation over the past 24 months.

New York, New York, Us

Responsible for all call center operations functions, customer facing interactions, revenue, CSAT, software acquisition and support, claims support, staffing, scheduling, forecasting, project management, quality assurance, training and continuing education, licensing and insurance regulatory matters for a North American insurance sales and service operation in a specialized high growth sector.

Q2Uniforms.com is America's #1 Uniform Superstore. We are currently building the next best, fair global marketplace along with our global manufacturing and vendor partners.

Greenwich, Ct, Us

Responsible for all operations functions and client relations for Lowes Philadelphia Market home and pro sale deliveries. Direct all operations within market. Handle all customer care issues, claims and escalations for market. Monitor, record and respond to VOC concerns. Recruit, train and maintain 3rd party contract carriers for Lowes deliveries. Responsible for carrier compliance to all corporate, state and federal regulatory transportation rules. Maintain relationships and act as liaison between customers, 3rd party contract carriers and stores, through meetings, calls and consistent communication with the Lowes management teams both locally and corporately.

Lead a 7 day/363 operational Sears and Roebuck logistics services warehouse serving the tri-state area (NJ, PA, DE). Doubled the size of the unit within two months of hire, reducing travel support costs and supporting the business’s growth nationally. Sell entrepreneurial business model to potential owner/operators, set up new businesses, including everything from business plan, staffing, articles of incorporation, tax ID acquisition, motor carrier and DOT licensing, coordination of training, truck lease/purchase, team recruitment and rotation, etc. Manage rental/lease truck inventory, maintenance and repair of up to 35 fleet trucks. Took a failing location from last place to top 25% of Sears’ locations.

Designed an investigation and resolution team focusing on client retention and problem solving. Worked directly with our corporate attorneys and senior financial executives to resolve all legal, better business bureau and attorney general complaints. Saved the company 3.9 million dollars in FY2013 over FY2012, while increasing client complaint resolution by 2-days, resulting in the ability to absorb another department and reducing overall headcount.Built a National sales support call center which provided triage functionality for all issues in the sales channel, specifically technical support for both T-sales and premise reps with SFDC and tablets troubleshooting; field point of sale customer support. Designed social media customer service nationwide, providing a presence on most major SM platforms, using airforce model of SM engagement.

Charged with leading a management team to successfully support our vast sales organization. Responsible for building professional relationships with the sales executives nationally, offering direct back office support through several mediums for all levels of the sales hierarchy. Teams processed and quality checked all sales contracts and payments for the entire organization.

Performed quality assurance, tracking and accountability to compliance standards of both the organization and ISO 9001:2000. Definition of trends and bottlenecks in the operations and resolution through process management. Establishment of workflows and training material for the compliance team, as well as various other special projects aimed at process development and quality assurance. Perform internal auditing and lead quality management solutions for the organization.

Us

Certificate, Network Engineering

Education record

Education record