Steven Casey Email & Phone Number

Indianapolis, IN, US

Lead Strategic Procurement for JD North America.

Indianapolis, IN, US

• I lead multiple teams responsible for analytics, workforce management, budgets and technology. Also develop and execute the vision and strategy for the department.
• Leveraged data insights to forecast the impacts of new self-service technology. Planned, implemented and improved this technology, resulting in more than $1 million in savings annually.
• Integrated multiple datasets to create a single connected view of each customer which is available to all departments across the company.
• Successfully rolled out Looker and PowerBI platforms to a large department with new and improved reporting.
• Launched a data analytics training program to develop and grow new analysts.
• Used customer data and international relationships to communicate the root cause of customer friction throughout the company resulting in a 60% reduction in volume compared to orders.

Indianapolis, IN, US

• Led a team of workforce management professionals responsible for reporting, forecasting, budgets, staffing and scheduling.
• Within the first full year, used customer data to create improved forecasting method resulting in forecast accuracy increases of 20%, improved communication of budget needs and the meeting of department customer.
• Instituted operational process improvements which increased the number of customer interactions answered within 30 seconds or less by over 33,000 and decreased abandoned calls by over 32,000 in first full year.
• In second year, successfully took on a stretch assignment to create a data, forecasting and staffing team for Supply Chain utilizing entirely different datasets and partnerships.

Stamford, Connecticut, US

• Led of team of workforce management professionals responsible for multiple residential and business departments across multiple locations.
• Utilized employee data and strategic relationships to create new staffing model which was adopted by all internal and outsource contact centers across the business.
• Created new executive level reporting for all internal and outsourced contact centers.

Stamford, Connecticut, US

• Led residential, escalations and business customer care teams to provide exception customer experiences that led to new revenue opportunities.
• Achieved a perfect scorecard multiple years.
• Promoted over 40 agents into new positions within the company.
• Created new reporting used by multiple departments and leaders to improve the customer experience.

Stamford, Connecticut, US

• Assisted an escalation department with customer complaints, technical issues and data analytics.
• Gathered and analyzed contact center data on a department level.
• Developed under good leaders in understanding of analytics, operations, team dynamics and process improvements.