Casey Clay

Develop and implement structured methodologies that bring together people, processes, and product capabilities to create best-in-class experiences for internal and external stakeholders.

• Program Leadership: Drive execution of goals and initiatives, ensuring successful program delivery through adoption of OKR model for organizational alignment.
• Project Leadership: Lead high-priority projects to unify support experience, advocating for Asana project infrastructure and pre-work requirements.
• Operational Advocacy: Presented data-backed business cases for Marketplace, achieving $12M cost reduction opportunity through reimbursement automation and contact reduction.
• Team Empowerment: Champion Turo's mission, achieving lowest attrition within our Executive Support teams (4.8%, 4.2% below company avg) and highest engagement scores (97%, 13% above company avg).
• Strategic Problem-Solving: Apply strategic thinking and analytical skills to revamp major policies, resulting in $1.5M reduced bad debt and $200-300K partial profit contribution MOM.
• Process & Tool Enhancement: Drive design overhaul of internal CRM system and designed guest education products enhancing booking and post-booking experiences.
• Long-Term Strategy: Influence long-term roadmaps by gathering and translating data into requirements, facilitating strategic approvals for initiatives like Instant-book adoption and EV recharge policy.
• Liaison Expertise: Acted as key liaison between US Marketplace and Global Teams, ensuring clear communication on shared goals, product dependencies, and timelines to meet global supply and demand OKRs.
• Performed other duties as assigned by CEO, COO, and VP.

Drive initiatives that improve process, procedures, policies, and culture

• Strategic Planning: Developed a clear, long-term vision aligned with organizational objectives.
• Digital Wallet Capabilities: Implemented self-service options for card replacement, toggle, and limit increase requests.
• Project and Program Management: Applied expertise in methodologies, tools, and techniques to ensure successful planning, execution, and delivery.
• Dispute Tool: Established efficient disputes process, reducing AHT by 4 minutes per dispute, achieving $350K annual savings.
• Change Management: Managed organizational change to ensure program success and minimize disruptions. Led reorganization efforts, aligning roles with our mission.
• Tactical Implementation: Migrated from Sophos to Docusign for customer-facing signature capture.
• Quality Assurance: Ensured program deliverables met quality standards aligned with company objectives.
• Performance Metrics: Developed and tracked KPIs to measure program milestones and improve performance across AHT, CSAT, RR, and NPS.

Led production efforts across all programs by collaborating with operations leaders and support staff, consistently surpassing client expectations

• Client-Centric Focus: Committed to understanding and exceeding client needs to deliver exceptional value.
• Client Onboarding and Retention: Successfully onboarded over 6 new clients with a 100% retention rate.
• Impact-Driven Results: Focused on delivering tangible impact, achieving 'High Standard of Excellence' awards for outperforming partner locations.
• Improved Outreach Connectivity: Enhanced outreach connectivity rates by optimizing target markets based on time zones.
• Budget Management: Developed and managed program budgets effectively to allocate financial resources appropriately.
• Regulatory Compliance: Ensured adherence to industry regulations and compliance requirements.
• Technology Infrastructure: Collaborated with IT and engineering teams to establish necessary hardware, software, and telephony infrastructure, enhancing internal tools to improve KPI deliverables.
• Performed additional responsibilities as assigned by Director, VP's, COO.

• Built strong and effective working relationships with both internal staff and clients. Oversaw each step in the talent acquisition journey and implement a KPI structure to improve performance outcomes.

International assignments, partnering with both Transcom and

Sutherland BPO

• BPO Strategic Objectives | Supported offshore assignment(s) in the Philippines working with a live business of more than 500 employees; successfully improving ENPs, NPS, culture, performance, and processes within the BPO infrastructure

Successfully led a staff of diverse skill levels, roles & responsibilities. Drove KPI performance, quality, engagement, and career development

• Effective Leadership & Communication | Inspire and lead teams while collaborating with peers, partners, and cross-functional teams
• Risk Management | Identify, assess, and mitigate risks to prevent potential issues from derailing a program's progress and company risk exposure
• Strategy | Facilitated multi-facet enhancement and discovery meetings with the following teams: Product Development; WFM; Marketing Groups; IVR Development Teams