Casey Boyland

Operations Associate

Herriman, Utah, United States11 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in customer experience and problem resolution.
Proven track record of exceeding performance metrics.
Skilled in coaching and developing high-performing teams.

Stackforce AI infers this person is a Customer Experience Specialist with a strong focus on management and team development.

Contact

Skills

Core Skills

Customer ServiceProblem SolvingManagementLeadershipProject ManagementTraining

Other Skills

Escalation ResolutionInterpersonal RelationshipsTechnical SupportCreative Problem SolvingIT EscalationDe-escalationRoot Cause AnalysisCorrective ActionsPublic SpeakingSalesEvent PlanningResearchData AnalysisMicrosoft OfficeMotivational Speaking

About

My Mission is to foster a culture of value, trust, and excellent performance. I have used that cause to guide me through all of my professional endeavors. I believe in holding myself and others around me to a very high level of accountability, innovation, and passion for what we do. Everyone has incredible strengths they can provide to a work place, it is my job to help them see where those strengths can be most effective.

Experience

11 yrs 4 mos

Total Experience

2 yrs 10 mos

Average Tenure

4 yrs 3 mos

Current Experience

Faire

Customer Experience Lead

Mar 2022 – Present · 4 yrs 3 mos · Utah, United States

Escalation ResolutionInterpersonal RelationshipsCustomer ServiceProblem Solving

Lambda school

Student Success

Mar 2020 – Jun 2021 · 1 yr 3 mos · Lehi, Utah, United States

Conducted weekly feedback cycles and open door strategizing sessions with clients to address any academic barriers and encourage growth towards their individual goals
Created SOP's for both learner and staff facing policies that increased departmental accountability, efficiency, and accuracy
Developed professional savvy and technical aptitude techniques with students to increase their appeal to job recruiters
Reduced client inquiry resolution time from 48 hours to 4 hours by organizing a department specific knowledge base
Identified opportunities within the program and resolved them by facilitated weekly cross-functional support training

Interpersonal RelationshipsProblem SolvingCustomer Service

Netflix

2 roles

Operations Supervisor

Sep 2017 – Apr 2019 · 1 yr 7 mos · Salt Lake City Metropolitan Area

Coached and developed teams of 20+ technical service agents to perform at a competitive level.
Met and exceeded all site-wide KPI's. (Satisfaction rating- 97.5%, Average Handle Time- 1.3 min > site avg., Resolution Rate- 3% > site avg.)
Project Manager for many site-wide culture and performance initiatives.
Performed all team administration tasks such as: payroll, time-off requests, parental leave, etc.

Escalation ResolutionInterpersonal RelationshipsLeadershipCustomer Service

Training and Development Specialist

May 2015 – Sep 2017 · 2 yrs 4 mos · Salt Lake City Metropolitan Area

Provided top of the line technical support to a worldwide customer base with the
highest achievements in Customer Satisfaction
Conducted the interactive interview process for new hires, shadowed by International
Customer Service Operations Management Teams from Japan and Singapore
Provided support for fully operational teams on the floor as well as teams in training

Escalation ResolutionInterpersonal RelationshipsCustomer ServiceTraining