Lance Casey Email & Phone Number

Oklahoma City, Oklahoma

Directed day to day operations of Hertz Voice of Customer (VOC) program, consisting of surveys for five brands, including operations, call center and car sales functions. Programs received over 3 million surveys annually and over 8 thousand global users were supported. Promoted customer-centered culture, helping continually achieve YOY improvement in Net Promoter Score (NPS). KEY COMPETENCIES: PROBLEM SOLVING, PROJECT MANAGEMENT, VENDOR MANAGEMENT, PROCESS KNOWLEDGESaved $300K and hundreds of staff hours annually after identifying inefficiencies and finding solutions● Removed all non-related tasks not focused on sales or customer satisfaction ● Outlined social media review scripts to drive consistency and improve social media review rate● Improved the customer experience by consolidating multiple survey invitations into one invitation● Streamlined operational survey processes and reduced 10 hours of manual effort every weekKEY COMPETENCIES: LEADERSHIP, STRATEGIC PLANNING, PRESENTATIONS, COMMUNICATION, MS OFFICE, PROCESS IMPROVEMENTSIncreased employee efficiency of online processes through launching new websites, products, and campaigns ● Designed and implemented program to announce Voice of Customer platform updates, answer questions, and streamline system access process ● Created webpage to centralize all NPS/survey related information● Identified key pain points for users by creating a user survey and using feedback to address issues● Executed and led monthly webinars for users on enhancements to system and live Q&A session for users KEY COMPETENCIES: WRITING, TABLEAU, PRESENTATIONS, CROSS-FUNCTIONAL TEAM LEADERSHIP, STRATEGIC THINKINGRescued key client relationship by constituting closed loop process and reporting dashboard ● Formed strategic plan to best resolve situation of customers who submitted negative surveys ● Developed 10 response templates for common rental car issues for fast, simple customer responses

Oklahoma City, Oklahoma Area

Managed the administration of the customer survey feedback system, including project management of survey program and daily/weekly reporting for various departments. Drove operational initiatives. Sustained strong relationships to deliver customer satisfaction and aid in operational needs. Orchestrated development and implementation of survey deployment methodology to customer base.KEY COMPETENCIES: TARGET AND GOAL SETTING, COORDINATION, PROGRAM MANAGEMENT, STRATEGIC PLANNINGInitiated global Voice of Customer (VOC) program for company call center ● Crafted survey questions to measure key areas including agent friendliness, listening skills, and communication● Analyzed reservation data to transfer to CX provider for scoring to be captured for agent attributes for coaching● Created data transfer/survey invitation process between company and CX providerKEY COMPETENCIES: CROSS-FUNCTIONAL LEADERSHIP, DATA ANALYSIS, BUSINESS & CHANNEL DEVELOPMENT, CUSTOMER SERVICEStreamlined team and department operations● Instituted process to correlate survey data to Vehicle Service Attendant (VSA) ● Accessed customer feedback to provide opportunities for accolades and further staff coaching● Delivered weekly NPS insights reporting to key stakeholders from VOC dataKEY COMPETENCIES: DATA ANALYSIS, CROSS-FUNCTIONAL LEADERSHIP, STRATEGIC PLANNING, RELATIONSHIP MANAGEMENTProspected additional data points for potential enhancements to rental process● Revised survey process to capture additional feedback from insurance replacement segment● Identified additional rental data points to be transferred to CX provider for additional/easier analysis

Oklahoma City, Oklahoma Area

Managed group of 12 employees who handled time sensitive data input, customer services department reporting, and admin functions. Handled administration of customer feedback survey system, while expanding VOC program to include Hertz global franchisee network and created feedback program for Hertz Equipment Rental, Hertz Car Sales and Hertz 24/7 brands.KEY COMPETENCIES: CROSS-FUNCTIONAL TEAM, KNOWLEDGE OF INDUSTRY TOPICS & KEY WORDS, STRATEGIC PLANNING, EXECUTION, Partnered with CX provider and IBM to create Text Analytics reporting● Engaged cross-functional team to give user/client perspective when creating text analytics reporting ● Discovered topics, sub-topics, and key words to be mapped and aggregated for reporting● Formulated master plan for best practices and outlined what needed to be achieved

Oklahoma City, Oklahoma Area

Oklahoma City, Oklahoma Area