CASEY STRATTON
Schertz,USA
Summary
Transformational Customer Experience & Operations Leader with 10+ years of experience building high-performing support organizations across SaaS and technology. Proven record of leading global teams, improving SLA and queue performance, driving efficiency through AI and process automation, and developing future leaders. Known for elevating customer satisfaction (CSAT +25 pts) and employee engagement while delivering scalable operational excellence.
Overview
15
15
years of professional experience
Work History
Owner/Lead Photographer
Seven Dorfs Photography
Schertz, USA
11.2023 - Current
Launched and operate a full-service photography business specializing in weddings, engagements, portraits, and commercial branding.
Customer Experience Operations Manager
Litmos
01.2023 - 09.2024
- Partnered with the Executive Team and CX Leadership to drive process improvements that enhanced data collection, analysis, and overall customer growth and retention.
- Developed and standardized reporting dashboards to ensure team alignment and provide visibility into KPIs and performance metrics.
- Acted as Project Manager and Admin to successfully implement Gainsight, improving customer success workflows.
- Launched Customer Satisfaction Surveys to gather feedback, helping identify opportunities for growth and improvement.
- Managed and scaled the growing CS Operations team in India, focusing on operational efficiency and team performance.
- Created and organized an internal Confluence repository for documenting new and existing processes.
Customer Success Operations Manager
Dialpad
09.2021 - 10.2022
- Reduced variable compensation analysis cycle from 4 weeks to less than 24 hours through automation.
- Restructured support ticket types to enable AI deflection and improved categorization of customer issues.
- Created standardized Salesforce reporting to unify performance visibility across teams.
- Acted as cross-functional liaison between CX, RevOps, and Data teams to ensure CX priorities were met.
Team Manager
Hulu
07.2017 - 08.2021
- Directed 25+ Viewer Experience Advocates and collaborated with BPO partners across multiple sites.
- Improved CSAT from mid-70s to 97% and reduced After Call Work (ACW) from 2 minutes to less than 15 seconds site-wide.
- Partnered with WFM to improve queue balancing and SLA attainment.
- Led project implementing AI Chat with Salesforce, including A/B testing, training, and rollout.
- Designed and launched Team Manager Onboarding and first site-wide Quality form.
- Conducted coaching, 1:1s, and onboarding programs for new hires, improving ramp-up success.
- Recognized as a cultural leader (Buzz Awards co-founder, Roundtable facilitator, Interview guide author).
Social Media Manager
BLOC Environmental Solutions
12.2016 - 08.2017
Team Lead
Rackspace Technology
07.2014 - 09.2016
- Team Lead: Improved availability from 64% to 80%; led team achieving NPS-T score of 80.
Technical Account Manager II
Rackspace Technology
12.2012 - 07.2014
Enterprise Account Manager
Rackspace Technology
06.2011 - 12.2012
Support Specialist
Rackspace Technology
10.2010 - 06.2011
Intensive Monitoring Tech
Rackspace Technology
06.2010 - 09.2010
Skills
- Contact Center Operations & SLA Management
- Leadership Development & Coaching
- Process Improvement & Workflow Design
- Workforce Management (WFM) & Queue Balancing
- AI/Automation for Contact Deflection
- Data Analysis & Dashboarding (Salesforce, Gainsight)
- Strategic Planning & Change Management
- Cross-Functional Team Collaboration
Earlier Work Experience
- a
Accomplishments
- Culture & Leadership Recognition: Recipient of Hulu Culture Club Award (Q4 2017); recognized in Hulu’s Drive for 65 performance competition.
- Crisis Leadership: Partnered with IT to transition 300+ agents to remote work in under one week during the COVID-19 pandemic.
- Process & Tool Development: Created multiple operational tools including the Audit Resource Tool (ART), standardized runbook templates, and the Graduation Report, improving visibility and accountability across teams.
- Innovation & Pilots: Devised and piloted HIPO initiative to identify and develop high-potential employees; co-led reporting enhancements such as the Movers & Shakers report and improved marketing email campaigns.
- Operational Excellence: Implemented cross-shift ticket handoff process, drastically reducing ticket resolution times and improving accountability.
References
References available upon request.
Timeline
Owner/Lead Photographer
Seven Dorfs Photography
11.2023 - Current
Customer Experience Operations Manager
Litmos
01.2023 - 09.2024
Customer Success Operations Manager
Dialpad
09.2021 - 10.2022
Team Manager
Hulu
07.2017 - 08.2021
Social Media Manager
BLOC Environmental Solutions
12.2016 - 08.2017
Team Lead
Rackspace Technology
07.2014 - 09.2016
Technical Account Manager II
Rackspace Technology
12.2012 - 07.2014
Enterprise Account Manager
Rackspace Technology
06.2011 - 12.2012
Support Specialist
Rackspace Technology
10.2010 - 06.2011
Intensive Monitoring Tech
Rackspace Technology
06.2010 - 09.2010
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