Casey Dimon
Raleigh,NC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments, including start-ups and established media corporations. Recognized for taking proactive approach to identifying and addressing customer issues and needs, with focus on optimizing operational processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Customer Operations Manager
Alcove Rooms
11.2021 - Current
- Optimize the customer renewal pipeline by identifying bottlenecks and implementing automation tools, resulting in a year-over-year increase in renewal rates and improved customer retention
- Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills, leading to a customer renewal rate of over 60%
- Enhance delinquent rent collection process by implementing strategic communication strategies, which contributed to maintaining a delinquent rent collection rate consistently below the industry benchmark of 2% for 24 months.
- Develop training materials and program documentation that expedited the onboarding of virtual assistants during company scaling
- Identify and escalate urgent customer issues to cross-functional team members to ensure swift resolutions and consistently maintain high levels of customer satisfaction.
Senior Media Planner
Spectrum Reach
07.2018 - 11.2021
- Lead campaign planner for top regional client, managing the monthly update and campaign review of automotive dealers across five markets for a multi-million dollar news sponsorship.
- Leveraged expertise in market rate structure and network inventory availability to craft core and political linear campaign proposals that aligned with objectives for over 50 accounts
- Collaborated cross-functionally on a weekly basis with the Pricing and Planning department and the local sales team to ensure optimal utilization and accurate pricing of commercial breaks across 60 networks.
Account Planner
Spectrum Reach
07.2017 - 07.2018
- Utilized network inventory reports to aid in the creation of actionable and successful campaign proposals for over 30 accounts.
- Successfully recuperated weekly revenue losses through in-depth analysis of network break structures and strategic allocation of resources, all while adhering to client campaign specifications.
Education
Bachelor of Science - Business Administration
University of North Carolina At Wilmington
Wilmington, NC05-2016
Skills
- Salesforce CRM
- Hubspot CRM
- Conversational Spanish
- Cross-functional team management
- Client service optimization
Timeline
Customer Operations Manager
Alcove Rooms
11.2021 - Current
Senior Media Planner
Spectrum Reach
07.2018 - 11.2021
Account Planner
Spectrum Reach
07.2017 - 07.2018
Bachelor of Science - Business Administration
University of North Carolina At Wilmington
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