Walter Casale Email & Phone Number

United States

● Oversee agile meetings both domestic and international (Canada, UK, European markets), as well as larger scale reviews such as QBRs and planning sessions to monitor all individual account KPIs.● Liaise with Enterprise Strategists to oversee execution of tactics, ensuring alignment in business goals such as new channel expansion, testing opportunities, case studies, etc.● Review case studies, execute market testing and advise on e-commerce strategy for various channels including Amazon, Google, Walmart and Criteo.

Boston

Senior Customer Support Analyst Promoted to Senior in Feb. 2019 — Became the managing point of contact for health plans Horizon BCBSNJ, Horizon New Jersey Health, and Capital Blue Cross. Was a subject matter expert (SME) for 40+ health plans with more than 450k+ users nationwide with the purpose of improving customer satisfaction and optimizing resolution time for all inquiries.● Worked alongside internal stakeholders (sales, development, and engineering teams) to launch new products on live scheduled release dates● Ran tests in sandbox environments to safeguard from any bugs and plan user education coinciding with updates made to our active platform● Designed effective workflow training decks to onboard 5+ employees on a quarterly rotation, and conducted training sessions regarding the product and the customer facing inquiries. Customer Support Analyst Level 2 April 2017 – February 2019Promoted to Level 2 in April 2017, covering technical issues (via cases created on the website, incoming calls, or chats) to then report findings to senior representatives. ● Collaborated with the Salesforce development team and created a knowledge center-service (KCS) that archived thousands of support articles to improve SOPs ensuring faster resolution for end users. ● Processed 50+ inbound/outbound calls a day contributing to SLAs and increasing user satisfaction.Customer Support Analyst — Level 1 Rep Aug 2015 – April 2017 Honored with the department “Top Performer” award after maintaining the highest mean time to resolution percentage for incoming cases and having the most issues resolved on a case-closed basis for the department.● Resolved data-management issues that helped elevate Customer Satisfactory Rate (CStats) over 90%. Improved the timeliness and accuracy of data entry processes, resolving longstanding and escalating to second level department for technical resolution requirements.

As a Mental Health Counselor I focused on counseling up to 20 patients on a psychiatric floor. Monitoring safety and assessing mental health statuses were the main focuses that would complicate more based on the status of the milieu. There is a constant demand for organization and cataloging every item I would use on the floor. My tasks would consist of running groups, doing five minute well-being checks, and maintaining a vigilant watch over the ever evolving atmosphere of these acute units. I have worked closely with clients and their families to set long term goals that will help these individuals become more independent.