Casey Smith
Fort Collins,USA
Summary
Administrative and customer service professional with 10+ years of experience in administrative support, service coordination, scheduling, documentation management, and client relations. Skilled in high-volume call handling, CRM systems, record maintenance, workflow coordination, and conflict resolution. Proven ability to prioritize tasks, support operations, and deliver consistent, high-quality service in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Coordinator
Home Instead
Fort Collins, Colorado
05.2025 - 09.2025
- Served as a primary administrative point of contact, answering high-volume inbound calls from clients, caregivers, and families.
- Coordinated and maintained caregiver schedules, ensuring accurate client-to-caregiver matching and coverage.
- Assisted with onboarding logistics and ongoing scheduling adjustments for caregivers.
- Updated and maintained detailed client charts and documentation in compliance with company standards.
- Processed and approved caregiver PTO requests while ensuring continuity of client care.
- Communicated schedule changes clearly and efficiently to caregivers and clients to prevent service disruptions.
- Supported office operations by assisting with reporting, documentation updates, and administrative workflows.
Customer Support /Customer Success Manager
Pearson Education
San Antonio, TX
01.2023 - 07.2024
- Provided exceptional customer support via phone, email, and chat, resolving technical issues and ensuring customer satisfaction.
- Utilized CRM tools to manage interactions, update accounts, and track issue resolution.
- Collaborated with sales, product, and technical teams to resolve complex customer concerns efficiently.
- Guided clients through product setup, troubleshooting, and usage with clear communication.
- Resolved billing discrepancies by analyzing records and coordinating with finance.
- Shared customer feedback and feature requests with product teams to enhance usability and offerings.
Customer Success Manager/Health Coach
Noom
Remote
11.2019 - 05.2022
- Managed relationships with 300+ clients, providing tailored guidance to achieve wellness goals and maintain program engagement.
- Delivered personalized support as a Health & Wellness Coach, fostering long-term partnerships through online communication.
- Empowered clients to achieve sustainable behavior changes by creating a supportive, accountable environment.
- Utilized Motivational Interviewing techniques, including OARS, to address client ambivalence and drive progress.
- Resolved technical concerns promptly, ensuring seamless program use and a positive client experience.
- Maintained effective communication and problem-solving, reinforcing customer service values and ensuring customer success.
- Fostered strong, trust-based relationships by empathizing with each learner’s unique challenges and aspirations.
Admin Assistant
North American Directory Services
Loveland, CO
02.2017 - 04.2018
- Specialized in creating high-quality Guest Directories for hotels, associations, and advertisers, delivering tailored solutions to meet client needs.
- Provided comprehensive administrative support, ensuring seamless operations and improved organizational efficiency.
- Collaborated with design, sales, senior management, and billing teams on special projects, contributing to successful execution and team goals.
- Streamlined administrative processes to enhance productivity and communication across the team.
Assistant Office Manager
Hammersmith Management Inc.
Red Feather Lakes, CO
05.2016 - 12.2016
- Provided comprehensive administrative support for the Crystal Lakes HOA Office, ensuring smooth operations and exceptional client service.
- Delivered outstanding customer support through in-person interactions, phone, and email, promptly addressing inquiries and resolving concerns.
- Managed the coordination and handling of legal documents and confidential information with precision and discretion.
- Acted as the staff liaison to the Crystal Lakes Architectural Control Committee, overseeing communication, document management, and process coordination.
Retail Assistant
Girl Scouts of Colorado
08.2015 - 01.2016
Student Administrative Assistant
Metro State University
05.2012 - 12.2014
Associate Marketing Manager
PCS Mobile
01.2011 - 05.2012
Education
Bachelors - Behavioral Sciences, Business Management
Metropolitan State University of Denver
Denver, COSkills
- Customer Success Management
- Project Management
- Technology Management
- Events Management
- Conflict Resolution
- Communications Management
- Training and Development
- Customer Relationship Management
- Scheduling coordination
- CRM utilization
Certification
- Noom Learning: Health Coach Certificate
- LinkedIn Learning: Working with Upset Customers
- LinkedIn Learning: Sales: Customer Service
- LinkedIn Learning: Customer Service Management Fundamentals
- LinkedIn Learning: Customer Service Foundations
- Security/Technology Training
- Email Etiquette Training
- Sensitivity Training
Personal Information
Title: Customer Success Manager
Honors Awards Recognitions
- Dean’s List: Recognized for academic excellence multiple years throughout college.
- President’s List: Achieved this distinction for outstanding academic performance for two consecutive years.
Membership
Active Member of National Sorority Tri Sigma
Timeline
Service Coordinator
Home Instead
05.2025 - 09.2025
Customer Support /Customer Success Manager
Pearson Education
01.2023 - 07.2024
Customer Success Manager/Health Coach
Noom
11.2019 - 05.2022
Admin Assistant
North American Directory Services
02.2017 - 04.2018
Assistant Office Manager
Hammersmith Management Inc.
05.2016 - 12.2016
Retail Assistant
Girl Scouts of Colorado
08.2015 - 01.2016
Student Administrative Assistant
Metro State University
05.2012 - 12.2014
Associate Marketing Manager
PCS Mobile
01.2011 - 05.2012
Bachelors - Behavioral Sciences, Business Management
Metropolitan State University of Denver