Kelly Ann Casey
Stratford
Summary
Results-driven Regional Supervisor with expertise in team leadership and customer support. Enhanced operational efficiency through innovative data implementation and quality assurance. Delivered impactful report generation and database administration, improving service delivery and client satisfaction. Focused on cultivating high-performance teams and achieving organizational objectives.
Overview
37
37
years of professional experience
Work History
Regional Supervisor
IDEMIA
10.2018 - Current
- Manages Enrollment Agents (EAs) within New Jersey and Delaware, to optimize use of personnel, skills, and equipment.
- Collaborated with Business Services to onboard new partners and EAs, enhancing integration into operational workflows.
- Oversees the development, implementation, and ongoing operation of Enrollment Centers in assigned region.
- Identifies and expedites correction of problems relating to Customer Satisfaction and Operational Performance.
- Utilizes on-site visits, agency feedback, and reports from network servers to assess the quality of service and adherence to policy by Enrollment Centers.
- Supervises the work of employees assigned to the enrollment centers from technical, and administrative areas.
- Compiled performance data for employees and partners to inform management decisions and improve operational efficiency.
- Provides excellent customer service and set standards/expectation for customer service standards in Enrollment Centers.
- Provides in depth answers to applicants with questions about fingerprinting processes and operational functions.
- Works with other departmental resources to develop an efficient schedule for Enrollment Centers to meet service level agreements.
- Approves business-related expenses and timesheets in assigned region; responsible for personnel compliance with established Expense Reporting and Timekeeping Policies.
- Develops technical solutions to complex problems, which require the regular use of ingenuity and creativity.
- Coordinated logistics, inventory, installation, operation, and support of enrollment and activation computer workstations.
- Extensive knowledge of TWIC, HazMat, and all State/Commercial Programs operating in assigned area, and any new program that is introduced to the Enrollment Center Operations team.
Lead Agent
IDEMIA
01.2015 - 09.2018
- All duties performed as an Enrollment Agent, in addition:
- Oversaw daily activities of enrollment agents to ensure compliance with procedures and quality standards.
- Certified trainer. Train new Enrollment Agents plus current and partner sites on the process and procedure of the enrollment programs.
- Collaborated with supervisors and management to resolve outstanding issues and improve operational efficiency.
- Supported regional supervisor and manager by coordinating administrative tasks and communication.
- Analyze existing training material and provide suggestions for improvement.
- Site inspections as requested to ensure quality assurance.
- Traveled to other offices to provide support during staffing shortages.
Enrollment Agent
IDEMIA
10.2013 - 12.2014
- Captured accurate customer fingerprint images and biometric information, ensuring compliance with program standards.
- Verify customer identity and scan required documents into database system.
- Successfully complete required biometric and data capture processes and paperwork on each customer.
- Delivered excellent customer service to internal and external customers, enhancing overall satisfaction.
- Perform basic maintenance and troubleshoot issues with fingerprinting equipment, including computer hardware and software.
- Adhere to all company and departmental employment policies regarding security and confidentiality.
- Managed administrative tasks including time keeping, shift schedules, daily activity reports, and inventory management to support operational efficiency.
- Employed by MorphoTrust USA
Travel Management Information Analyst
American Express
09.2003 - 05.2011
- Generated comprehensive reports summarizing business and financial data to support strategic decision-making.
- Executed data queries on repositories to extract and analyze relevant information for reporting purposes.
- Developed BI tools including databases, spreadsheets, and dashboards to enhance data accessibility and visualization.
- Structured and maintained collected data for easy access and analysis.
- Collected business intelligence data from industry reports and field reports.
- Tested data for consistency and usefulness.
- Shared reports with executives, administrators, managers and clients.
- Generated periodic reports.
- Acted as a liaison between internal and external affairs.
Travel Management Information Analyst
American Express
09.2003 - 05.2011
- Managed business intelligence projects from initiation to completion, ensuring all phases were executed effectively.
- Utilized large data sets to inform business strategies and improve reporting accuracy.
- Consulted with business partners to identify data and reporting needs; facilitating informed decision-making.
- Regularly updated and maintained business intelligence tools and databases to ensure data accuracy and availability.
- Delivered technical support for existing reports and dashboards, resolving user issues and ensuring functionality.
- Resolved client inquiries and issues, improving overall customer satisfaction and support experience.
- Knowledge sets include databases, Excel spreadsheets, presentations, spreadsheets, tracking, reporting.
Reporting Analyst
Rosenbluth International
05.1990 - 08.2003
- Analyzed and resolved issues impacting quality and efficiency, leading to improved operational performance.
- Analyzed business needs.
- Assisted in the development of project definitions, cost analysis, progress reports and presentations.
- Identified measures to improve and monitor quality control.
- Informed team members of analysis and study results.
- Recommended adjustments to support program data.
- Supported data management by consistently maintaining database integrity.
- Tested system modifications.
- Prepared documentation such as reports and manuals.
- Knowledge sets include Quality Assurance.
Travel Consultant
Rosenbluth International
09.1989 - 04.1990
- Planned itineraries and accommodation details.
- Secured and verified travel reservations to facilitate seamless bookings based on client requests.
- Conferred with customers to determine their service requirements and travel preferences.
- Informed clients of essential travel information, including travel times, transportation connections, carry-on regulation and boarding procedures.
- Computed fares/fees, using schedules, rate books and computers.
- Issued tickets and itineraries based on client bookings.
- Determined space availability for requested travel dates.
- Assigned requested spaces when available.
- Used software tools including Apollo.
Education
Web Design Certificate -
Sessions Online College/Camden County College
03-2026
Business Administration - Studied Business Administration
Camden County College
Blackwood, NJ01-1988
Skills
- Team leadership
- Customer support
- Quality assurance
- Database administration
- Salesforce expertise
- Data implementation
- Report generation
- Spreadsheet management
- Data entry and integrity
- Microsoft Office suite
- Travel management systems
- Time management
Timeline
Regional Supervisor
IDEMIA
10.2018 - Current
Lead Agent
IDEMIA
01.2015 - 09.2018
Enrollment Agent
IDEMIA
10.2013 - 12.2014
Travel Management Information Analyst
American Express
09.2003 - 05.2011
Travel Management Information Analyst
American Express
09.2003 - 05.2011
Reporting Analyst
Rosenbluth International
05.1990 - 08.2003
Travel Consultant
Rosenbluth International
09.1989 - 04.1990
Web Design Certificate -
Sessions Online College/Camden County College
Business Administration - Studied Business Administration
Camden County College