Casey Cox
South Bend,IN
Summary
Accomplished professional with a proven track record at Press Ganey, enhancing client relations and retention through exceptional customer support and application integration. Skilled in complex problem-solving and effective communication, I've maintained a client retention rate over 97%, leveraging both hard and soft skills to drive business process improvements and foster meaningful relationships.
Overview
12
12
years of professional experience
Work History
Application Analyst
Press Ganey
05.2024 - Current
- Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
- Engaged in continuous professional development opportunities to stay current on industry trends and best practices for application development.
- Mentored junior team members by providing guidance on best practices for coding techniques as well as navigating complex organizational structures.
- Provided exceptional end-user support, resolving technical issues quickly and efficiently.
Senior Application Specialist
Press Ganey
07.2022 - 04.2024
- Serve as a solutions expert in a SaaS environment for clients in the West Market.
- Collaborate with Managing Directors to assess clients needs and upsell solutions that will enhance the clients portfolio.
- Maintains a client retention rate of over 97% year over year.
- Collaborates with clients to ensure correct data is being collected and work to improve the patient experience for each organization.
- Works cross functionally as a Culture Catalyst working to implement better resources for internal career growth within Press Ganey.
Senior Account Manager
Press Ganey
07.2020 - 06.2022
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Work as a Culture Integrator to help integrate new employees into Press Ganey from acquisitions.
Account Manager II
Press Ganey
07.2018 - 06.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Mentored junior employees and served as a subject matter expert to provide valuable support.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Account Manager I
Press Ganey
01.2016 - 06.2018
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Provided assistance during an acquisition and onboarded over 50 new clients.
- Awarded the prestigious "Power of One" award for outstanding effort in onboarding new clients during an acquisition.
Supply Chain Manager
Kessington Machine Products
01.2013 - 08.2015
- Developed strong vendor relationships to ensure timely delivery of materials and maintain high-quality standards.
- Oversaw demand planning, purchasing, and logistics.
- Enhanced inventory accuracy with the implementation of a robust cycle counting program.
- Supervised staff members tasked with handling materials management, planning, purchasing, and customer service duties.
- Initiated risk mitigation strategies to address potential disruptions in the supply chain, minimizing impacts on business continuity.
Assistant Account Manager - Intern
University Of Notre Dame
06.2012 - 12.2012
Education
MBA - Business Administration
Indiana University South Bend
South Bend, IN12.2014
Bachelor of Science - Tourism Management
Indiana University Bloomington
Bloomington, IN08.2007
Skills
- Customer Support
- Application Integration
- Business process improvement
- Complex Problem-Solving
- User Training
- Basic coding (CSS, HTML, Java Script)
- Time Management
- Problem-solving abilities
- Effective Communication
- Relationship Building
- Client Relations
Volunteering
Trinity Lutheran School - School Board Member at Large 2013 - Present
- Serve as a member of the School Board and assist in setting the policy and direction of the K-8.
Trinity Lutheran Church and School - Building Committee 2012 - Present
- Work collaboratively to create a program for an 11 million dollar expansion for a new Early Childhood Center.
Timeline
Application Analyst
Press Ganey
05.2024 - Current
Senior Application Specialist
Press Ganey
07.2022 - 04.2024
Senior Account Manager
Press Ganey
07.2020 - 06.2022
Account Manager II
Press Ganey
07.2018 - 06.2020
Account Manager I
Press Ganey
01.2016 - 06.2018
Supply Chain Manager
Kessington Machine Products
01.2013 - 08.2015
Assistant Account Manager - Intern
University Of Notre Dame
06.2012 - 12.2012
MBA - Business Administration
Indiana University South Bend
Bachelor of Science - Tourism Management
Indiana University Bloomington
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