Casey Conway
Wheat Ridge,CO
Summary
Highly accomplished professional with a track record of success spanning over 15 years in the field of customer service. Recognized for strong management acumen, exceptional organizational abilities, and excellent relationship-building skills. Committed to delivering trauma and victim-centered engagement with respect, understanding, and confidentiality.
Overview
19
19
years of professional experience
Work History
Human Trafficking Victim Advocate Intern
Asian Pacific Development Center
08.2023 - Current
- Successfully completed 40 hours of OVC TTAC (Office for Victims of Crime Training and Technical Assistance Center) Victim Assistance training, 10 hours of Mental Health First Aid training, and 3 hours of CPR training
- Provided direct services and case management to all victims of crime including but not limited to crisis intervention, support, safety planning, and criminal justice advocacy, based on the client’s needs and assessments
- Established and maintained positive working relationships with law enforcement, the Denver District Attorney's office, and partner victim assistance agencies
- Helped to develop and implement screening tools to determine client needs and victimizations
- Utilized Salesforce to input accurate and confidential client information such as crisis calls, intake forms, notes, and personal documents
- Attended and was a member at multiple focus groups, trainings, and weekly/monthly/quarterly meetings targeting housing insecurities and combatting human trafficking.
Sales and Marketing Coordinator
BSI LLC
01.2021 - 01.2022
- Utilized Salesforce to maintain and update customer records, manage leads, and track sales activities, ensuring accurate and up-to-date information for the sales team
- Coordinated and executed successful tradeshow events, including booth setup, logistics, promotional material preparation, and lead generation strategies, resulting in increased brand visibility and successful conversions
- Assisted in the development and implementation of marketing campaigns, including content creation, social media management, and email marketing, to support sales objectives and generate new leads
- Collaborated with cross-functional teams, including sales, marketing, and creative departments, to ensure cohesive messaging, brand consistency, and effective communication strategies.
Assistant Director of Enrollment Services
Regis University
01.2015 - 01.2020
- Oversaw and guided a team of six, providing leadership in areas of training, customer service, data management, and application processing
- Orchestrated a departmental reorganization, effectively managing specific challenges and changes while offering continuous support to the team
- Demonstrated strict adherence to confidentiality protocols while processing daily deposits
- Conducted comprehensive training sessions for both current and newly hired employees, equipping them with proficiency in internal systems like Recruit CRM and Clarity Connect (Automatic Call Distributor system)
- Fostered positive relationships between upper management and staff members, effectively serving as a liaison and promoting synergy among different units.
Enrollment Assistant
Regis University
01.2010 - 01.2015
- Proactively addressed and promptly resolved a high volume of prospective student inquiries via various communication channels, including inbound calls, emails, and chats, consistently averaging around 80,000 student interactions per year
- Demonstrated initiative by providing comprehensive training to both current and newly hired employees on processes pertaining to the Enrollment Assistant role, resulting in recognition and promotion to an advanced position
- Supervised a team of student employees, prioritizing their professional development and growth within the department and fostering an environment conducive to their success
- Cultivated and maintained strong relationships.
Administrative Assistant
Regis University
01.2005 - 01.2010
- Collaborated closely with faculty members to develop a comprehensive two-year course plan, ensuring alignment with academic objectives and upcoming offerings
- Facilitated and scheduled student interviews with faculty members, consistently delivering exceptional customer service and ensuring a positive experience for all involved parties
- Provided valuable support for various events, including student graduation, by meticulously managing materials and contributing to the seamless execution of the event
- Actively participated in process evaluation initiatives alongside faculty members, identifying areas for improvement and working collaboratively to develop more efficient approaches for enhanced productivity.
Education
MASTER OF ARTS IN CRIMINOLOGY - Specialization in Human Behavior
Regis University
12.2023
BACHELOR OF ARTS IN COMMUNICATION -
Regis University
05.2018
Denver School of Massage Therapy
12.2004
Skills
- 15 years of providing exceptional customer service with a genuine commitment to meeting the needs of the community
- Demonstrates unwavering integrity and maintains strict confidentiality in all professional endeavors
- Ability to execute independent judgment with minimal guidance in a fast-paced environment
- Proficient in Salesforce, leveraging its functionalities for efficient customer relationship management
- Highly skilled in utilizing Microsoft Office suite, including Word, Publisher, PowerPoint, Excel, Outlook, and Teams
- Diligent and detail-oriented, employing an efficient approach to work while consistently meeting deadlines
- Collaborative problem solver, fostering positive teamwork and contributing to effective solutions
- Extensive experience coaching and mentoring team members in delivering exceptional, mission-driven outcomes
- Stress Management
- Case Management
- Victim Advocacy
Timeline
Human Trafficking Victim Advocate Intern
Asian Pacific Development Center
08.2023 - Current
Sales and Marketing Coordinator
BSI LLC
01.2021 - 01.2022
Assistant Director of Enrollment Services
Regis University
01.2015 - 01.2020
Enrollment Assistant
Regis University
01.2010 - 01.2015
Administrative Assistant
Regis University
01.2005 - 01.2010
MASTER OF ARTS IN CRIMINOLOGY - Specialization in Human Behavior
Regis University
BACHELOR OF ARTS IN COMMUNICATION -
Regis University
Denver School of Massage Therapy
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