Casey Perras
Chambersburg,PA
Summary
Results-driven Operations System Analyst with a strong focus on Customer Service excellence and problem resolution. Experience in project management and innovative thinking to enhance operational efficiency.
Overview
6
6
years of professional experience
Work History
Operations System Anaylst
DHL Supply Chain
Newville, Pennsylvania
05.2023 - Current
- Analyzed system requirements to improve operational efficiency and effectiveness.
- Developed process documentation for system integration and user training.
- Collaborated with cross-functional teams to gather business requirements and insights.
- Conducted system testing to validate functionality and improve user satisfaction.
- Facilitated workshops to gather user needs and refine system design.
- Provided support for end users in troubleshooting system issues.
- Designed, developed, tested, documented, and maintained new applications and software components.
- Resolved escalated issues from help desk personnel related to system functionality.
- Identified areas for improvement in current systems architecture and proposed strategies for optimization.
- Developed technical documentation such as flowcharts, diagrams, and process maps.
- Analyzed user requirements and implemented system changes to improve efficiency.
- Worked closely with IT teams to ensure proper integration between systems platforms.
- Provided training sessions for end users on how best utilize the company's systems.
- Created automated scripts to streamline routine tasks and minimize manual labor hours.
- Troubleshot program and system malfunctions to restore normal functioning.
- Explored new technologies and tools for productivity, security, and quality assurance purposes.
- Consulted with management to reach agreement on system principles.
- Developed and managed project plans while providing status updates to management.
- Expanded or modified system to serve new purposes or improve workflow.
- Drive Innovation at the site (FOX and Gideon Robots)
- Facilitate bi-weekly discussions to evaluate innovation progress and foster ongoing enhancements
- Distribute weekly reports to customers and internal teams.
Customer Service Representative
DHL Supply Chain
Newville, Pennsylvania
11.2019 - 05.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved issues promptly while maintaining a positive customer experience.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with inquiries and provided product information efficiently.
- Engaged with customers to identify needs, resolve issues, and provide tailored product information.
- Built strong customer relationships through personalized assistance, fostering repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Collaborated with team members to streamline service delivery processes, improving overall efficiency.
- Led on- and off-site customer support teams across multiple time zones.
- Maintained customer engagement databases, ensuring accuracy of data entry.
- Supported training of new staff on customer service protocols and tools.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Worked with cross-functional teams to achieve goals.
- Updated databases with new and modified customer data.
- Completed day-to-day duties accurately and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
Education
High School Diploma -
Shippensburg Senior Area Highschool
Shippensburg, PA06-2015
Skills
- Project management
- Managing multiple projects simultaneously while meeting deadlines and quality standards
- Applying analytical thinking to evaluate data and inform decisions
- Identifying and resolving problems with a solutions‑focused approach
- Maintaining strong attention to detail in all tasks and deliverables
- Facilitating innovation workshops and recognizing high performance across teams
- Building rapport with customers to strengthen relationships and drive satisfaction
Timeline
Operations System Anaylst
DHL Supply Chain
05.2023 - Current
Customer Service Representative
DHL Supply Chain
11.2019 - 05.2023
High School Diploma -
Shippensburg Senior Area Highschool