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
South Bend, IN
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
South Bend, IN
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
South Bend, IN
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
South Bend, IN
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
South Bend, IN
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
Elkhart, IN
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
Notre Dame, IN
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