CASEY ROSS
Indianapolis,IN
Summary
Dynamic professional with a proven track record at Hilton Grand Vacations, excelling in customer service and dispute resolution. Adept at enhancing guest experiences through effective communication and problem-solving. Recognized for achieving booking goals while fostering teamwork and collaboration in high-pressure environments. Committed to delivering results and optimizing support processes.
Overview
11
11
years of professional experience
Work History
Digital Global Support Representative
Hilton Grand Vacations
07.2023 - 05.2026
- Resolved customer inquiries through various communication platforms such as phone service and online chat features.
- Assisted in processing reservations and modifications, and enhancing guest experience.
- Collaborated with team members to streamline support processes, improving response times and service quality for online chatters.
- Maintained consistent booking goals and stretch goals, with a high rating in costumer service and satisfaction.
Digital Art Specialist
4621 Creative Solutions
06.2021 - 09.2023
- Worked with clients to design logos and brand image packages.
- Created simple website layouts and social media marketing campaigns.
- Worked with creative teams to develop concept designs for campaigns that resonated with target audiences.
- Developed style guides to promote consistent branding across projects.
- Wrote creative briefs and coached copywriters to develop compelling content.
Assistant Manager
Blue Collar Coffee
08.2022 - 07.2023
- Developed training programs for new staff, improving onboarding efficiency.
- Implemented inventory management system, optimizing stock levels and reducing waste.
- Mentored junior staff in coffee brewing techniques and customer service excellence.
- Streamlined scheduling processes, ensuring optimal staffing during peak hours.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Assistant Store Manager
Vintage Vogue By Gw
01.2017 - 03.2020
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff to enhance customer service skills and operational efficiency.
- Implemented inventory management systems to optimize stock levels and reduce shrinkage.
- Developed promotional strategies to increase foot traffic and drive sales growth.
- Coordinated staff schedules to align with peak business hours, improving team productivity.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Rotated merchandise and displays to feature new products and promotions.
Key Holder Supervisor
Teavana
10.2015 - 01.2017
- Supervised daily operations to ensure adherence to company standards and policies.
- Trained and mentored new staff on product knowledge and customer service techniques.
- Managed inventory control processes, ensuring accurate stock levels and timely restocking.
- Developed efficient scheduling practices to optimize team performance during peak hours.
- Implemented visual merchandising strategies to enhance store presentation and drive sales.
- Conducted regular team meetings to communicate goals, updates, and best practices effectively.
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
Education
Bachelor of Arts - Theatre
Hanover College
Hanover, IN08-2008
Skills
- Call center experience
- Escalation handling
- Documentation
- Hardware troubleshooting
- Dispute resolution
- Social media
- Live chat support
- Email support
- Ticketing systems
- Teamwork and collaboration
- Customer service
- Problem-solving
- Verbal and written communication
- Customer service expertise
- Training and mentoring
- Project management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Money handling
- Decision-making
Timeline
Digital Global Support Representative
Hilton Grand Vacations
07.2023 - 05.2026
Assistant Manager
Blue Collar Coffee
08.2022 - 07.2023
Digital Art Specialist
4621 Creative Solutions
06.2021 - 09.2023
Assistant Store Manager
Vintage Vogue By Gw
01.2017 - 03.2020
Key Holder Supervisor
Teavana
10.2015 - 01.2017
Bachelor of Arts - Theatre
Hanover College