CASIE LINDSEY
Summary
Results-driven Call Center Manager professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Focused on developing and leading exceptional call center teams. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Motivational leader with a strong record of success in the field.
Overview
24
24
years of professional experience
Work History
Trimmer/Inspector
Gibbs Die Cast
01.2023 - 07.2023
- Understand, support, and execute all work in a safe manner and contribute to a culture that promotes safety as its ultimate priority
- Must be able to work in fast-paced, constantly changing environment without temperature control
- Run different types of manufacturing equipment
- This is job dependent, but may include casting presses, trim presses, shot blast, fork trucks, tuggers, machining cells, wheelabrators and more
- Report for work on time to support production startup and goals
- Assists in final packaging of products to be shipped to the customer
- Possess good physical stamina and coordination.
Loss Mitigation
US Bank Location
05.2020 - 01.2022
- Review and implement according to investor, client, insurer guidelines for loan modifications, forbearance and repayment terms, short sales, and deeds in lieu.
- Prepare and sent trial period documents, forbearance plan documents, repayment plan agreements, short sale approval and closing letters and decline letters as needed.
- Handle all written and verbal correspondence professionally between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys.
- Worked with various departments to gather required documents to justify foreclosure sale eligibility alongside the attorney's to ensure legal justification.
- Utilize reports to make outbound call attempts to collect payments or counsel borrowers on available programs for which to apply for assistance in bringing mortgage accounts current.
- Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.
- Assessed borrower financial situations and identified appropriate loan workout options, ensuring compliance with regulatory guidelines.
- Negotiated mutually beneficial payment arrangements between lenders and borrowers, minimizing the risk of foreclosure.
- Managed a caseload of complex loan modification requests, effectively prioritizing tasks to meet deadlines without compromising quality or accuracy.
- Collaborated with cross-functional teams to develop comprehensive loss mitigation solutions for at-risk borrowers.
- Enhanced loss mitigation efficiency by streamlining workflow processes and implementing effective case management strategies.
- Reduced loan delinquency rates through proactive borrower outreach and communication to identify potential problems early on.
Deputy Clerk
Commonwealth of Kentucky
07.2018 - 12.2018
- Tracked internal legal documents and verified accuracy, signature and execution to comply with predetermined guidelines.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Coordinated legal advertisements for public dissemination to fulfill statute requirements and facilitate timely responses.
- Enhanced court efficiency by maintaining accurate records and promptly processing legal documents.
- Streamlined document retrieval for attorneys and judges by implementing an organized filing system.
- Improved communication between the court and litigants with timely notifications of hearings, decisions, and other pertinent information.
- Assisted in reducing case backlog by efficiently scheduling cases and ensuring proper courtroom preparation.
- Completed complex court forms accurately, minimizing errors and potential delays in processing.
- Supported judicial staff with research tasks, enabling them to make informed decisions during proceedings.
- Expedited processing times for legal documents by utilizing advanced technology systems for data entry and management.
Team Manager
Alorica
04.2017 - 06.2018
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Default Management Foreclosure Associate
US Bank Moreland Servicing Center
03.2016 - 04.2017
- Review foreclosure sales 21-27 days prior to sale to ensure no borrower scheduled for foreclosure sale will lose their home without their file being reviewed exclusively
- Utilize, through established criteria, whether a scheduled foreclosure sale should be postponed, suspended or cancelled due to the possibility of critical findings which would warrant such action to be taken
- Complete pre-foreclosure reviews marking exceptions in situations that warrant a postponement of sale
- Document all review status in the system to notify various departments of the status of the review to ensure reduced borrower harm
- Provide documentation in each review that supports the overall review status and overall sales review outcome
- Contact various units as well as US Bank Attorneys to obtain supporting documentation needed to complete each sales review
- Upload complete reviews for accuracy review
- Complete daily required number of reviews focusing on those sales scheduled late by the attorney or sales reviews at risk of missing the 21-27 prior to sale date time frame prior to all others
- Maintain a monthly inaccuracy percentage below 1% for critical errors which cause borrower harm
- Maintain a positive US Bank team attitude aiding all team members to ensure all critical and late sale reviews are completed daily before moving on to current sale reviews
- Complete all required US Bank, state and federally required banking training as required.
Child Support Caseworker
Daviess County Attorney
06.2014 - 11.2015
- Monitoring child support payments granted by court ensuring enforcement and compliance of child support laws
- Conferring with prosecuting officer for the preparation of court case
- Contacting relatives and friends of child's parents for the verification of gathered information regarding the case
- Preparing file indicating data like wage records of witnesses, accused, as well as blood test results
- Reviewing the received child support application from client and examining case file to identify that the payment granted by court and divorce decree are in order
- Conferring with court clerk in obtaining arrest warrant and in scheduling court date for trial or hearing
- Locating absent parent, interviewing parent to collect information and discussing the case with parent Investigating and analyzing child welfare cases and initiating administrative action to enforce child support laws
- Interviewing client to acquire information, such as names of witnesses, child support payment previously awarded
- Contract Monitor
Procurement Specialist
Prince Georges County Department Of Social Service
02.2011 - 08.2013
- Managed $5.6M dollars of the P10 Family Investment Division (FID) federal funding.
- Conducted and negotiated program contracts meetings with vendors and local/federal government agencies.
- Monitored the coordination of program development between governmental agencies, private companies and various community-based partners ensuring continuing flow of services for clients between vendors.
- Drafted and initiated revisions to contracts and statements of work in accordance with changing federal, state and local program requirements.
- Monitored, documented and discussed program performance with FID service providers to ensure compliance with local, state and federal government guidelines.
- Exercised independent judgment and decision making while evaluating, tracking, and making recommendations for improvements associated with FID Programs.
- Provided the FID Executive Management Team various styles of status reports detailing the overall FID program performance in comparison to expenditures and county/state performance goals.
- Assisted with incoming external and internal customer complaints through the director's office and aided situational and programmatic resolution.
- Assisted with improving upon program enhancement and new program development concepts and implementation prior to the initiation of new acquisitions.
- Reviewed and recommended approval of invoices ensuring value and quality of services performed were in accordance with statements of work and overall program goals and mission.
Operations Manager
Arbor Education & Training
07.2007 - 01.2011
- Developed, monitored and reported monthly performance obligations in accordance with the annual contractual performance goals for the TANF Employment & Training Program
- Developed systems and procedures to improve operational quality and team efficiency.
- Forecasted and reported monthly performance estimates, organize and submit monthly billing, and reported monthly actuals
- Assisted the Program Director with establishing an annual budget
- Participated and reported program performance in monthly corporate management teleconferences
- Assisted with quarterly and annual reconciliation projects and evaluated programmatic performance to ensure compliance with state and federal regulations relative to case files and audit processes in order to prepare and maintain state-wide standards
- Maintained overall company and program vision by establishing an internal quality assurance and quality control process and procedures, defining clear program objectives, guiding staff focus through frequent communication and training
- Maintaining an effective and efficient tracking system
- Successfully negotiated contract details with program Director, Prince Georges County Department of Social Services (PGCDSS) and the Office of Child Support Enforcement (OCSE) Executive Management Teams
- Developed a professional development plan for each staff and provided monthly coaching opportunities for staff including professional critique and inspirational feedback.
Casework Coordinator
Ashlin Management Group
06.2006 - 06.2007
- Assisted the Deputy Director with processing escalated child support cases while adhering to local, state and federal guidelines
- Downloaded, sorted and documented work orders, priority work orders and hot calls for child support specialist to complete via the Child Support Enforcement System (CSES)
- Contacted defendants to request payment; utilized CSES to generate wage withholding orders to send to employers, reviewed and determine the status of cases in CSES
- Created spreadsheets to track department work order compliance
- Appeared in court to testify as to case status; negotiated voluntary payment agreements to establish or enforce child support orders
- Reviewed child support applications prepared petition for support, and finalized motion to be signed by attorney according to local, state, and federal guidelines.
- Prepared agendas and took notes at meetings to archive proceedings.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
Acting Manager/Call Center Supervisor
Policy Studies Inc
11.2002 - 05.2006
- Managed a 30 staff call center receiving up to 1500 calls per day with an average call length of 8 minutes per call.
- Facilitated departmental management meeting with supervisors coaching staff development.
- Monitored staff and assisted walk in customers with child support inquires payment receipting and departmental case action requests.
- Worked with other departmental managers to ensure flow of information and case actions and brainstormed program enhancement options to ensure program cohesion.
- Facilitated departmental management and unit meetings regarding overall performance, career goals planning and overall departmental performance actuals and goals.
- Assisted HR and the State Staff liaison with testimony for OCSE vendor and state staff grievance hearings.
- Monitored management reports and created corrective action plans addressing missed performance goals.
- Correcting case management inaccuracies and realigning staff with policy procedures and local, state and federal guidelines.
- Participated in monthly management meetings addressing agency goals, departmental performance and management training sessions.
Call Center Supervisor
Ashlin
06.1999 - 10.2002
- Coached, counseled and assisted employees with handling calls from customers regarding child support questions according to local, state and federal child support guidelines
- Reviewed call center work orders to ensure and determine the type of work request needed to resolve the case issue and the appropriate department to forward the request
- Monitored daily, weekly, monthly and annual statistical spreadsheets to track individual and unit productivity
- Addressed escalated calls and case concerns; collaborated with management team regarding status
- Reviewed and completed child support applications from TCA applicants
- Determined case status and document the TCA determination form for the PGCDSS worker
- Prepared child support petitions to submit to the Clerk of the Circuit court
- Followed up with TCA applicants within 14 days to complete the child support process
Education
Bachelor of Science - Business Management/Project Management Certificate
University of Phoenix
Phoenix, AZ2025
Skills
- Operational Planning-Team Leadership
- Staff Development
- Critical Thinking
- Time Management
- Workflow Processes
- Electronic Document Management Systems
- Customer Accounts Management
- Training Initiatives
- Organizational Systems
- Contract Review and Recommendations
- Project Management
- High-Pressure Environments
- Workflow Planning
- Staff Management
- Contract Development
- Process Improvement Strategies
- Policy and Procedure Implementation
- Performance Monitoring and Evaluation
Multi-Operations Management
Timeline
Trimmer/Inspector
Gibbs Die Cast
01.2023 - 07.2023
Loss Mitigation
US Bank Location
05.2020 - 01.2022
Deputy Clerk
Commonwealth of Kentucky
07.2018 - 12.2018
Team Manager
Alorica
04.2017 - 06.2018
Default Management Foreclosure Associate
US Bank Moreland Servicing Center
03.2016 - 04.2017
Child Support Caseworker
Daviess County Attorney
06.2014 - 11.2015
Procurement Specialist
Prince Georges County Department Of Social Service
02.2011 - 08.2013
Operations Manager
Arbor Education & Training
07.2007 - 01.2011
Casework Coordinator
Ashlin Management Group
06.2006 - 06.2007
Acting Manager/Call Center Supervisor
Policy Studies Inc
11.2002 - 05.2006
Call Center Supervisor
Ashlin
06.1999 - 10.2002
Bachelor of Science - Business Management/Project Management Certificate
University of Phoenix
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