Laura Casey
Pensacola,FL
Summary
Strategic Workforce Manager with proven experience in optimizing productivity and enhancing operational efficiency. Skilled in strategic planning, team leadership, and data analysis with a consistent track record of improving performance metrics. Known for strong analytical skills and the ability to construct effective workforce management strategies that drive business growth. Leveraged these strengths to make impactful contributions in previous roles by aligning personnel assets with company objectives.
Overview
8
8
years of professional experience
Work History
Workforce Manager
Served with Honor
Austin, Texas
04.2026 - 07.2026
- Managed workforce planning and scheduling for 25–50 team members across four teams, aligning resources with operational demands to optimize service delivery.
- Developed streamlined scheduling framework, enhancing visibility into team availability for leadership, improving decision-making.
- Improved operational efficiency by reducing queue coverage gaps, minimizing client wait times.
- Streamlined PTO coordination processes, balancing employee needs with service coverage requirements to maintain operational stability.
Care Delivery Team Manager
Served with Honor
Austin, TX
08.2025 - 04.2026
- Led two care delivery teams of 28 direct reports, including Care Support Specialists and Care Support Partners.
- Developed and implemented care management programs addressing complex needs of underserved populations, improving access to essential services.
- Established program goals and performance metrics to evaluate effectiveness and promote continuous improvement in care delivery.
- Coached team members through cross-functional collaboration, fostering enhanced quality of care and team performance.
Senior Customer Service Manager
Served with Honor
Austin, TX
05.2023 - 08.2025
- Directed customer service operations for multiple business entities, overseeing three supervisors and two customer service teams to ensure cohesive service delivery.
- Enhanced customer response times and resolution rates through process optimization and strategic backlog management.
- Collaborated with legal team on complex escalations and high-priority operational issues to enhance resolution effectiveness.
- Led vendor relationships and service improvement initiatives, achieving significant reduction in customer discount expenditures.
Administrative Support Supervisor
Served with Honor
Austin , TX
01.2023 - 05.2023
- Managed recruitment process, including interviewing, hiring, onboarding, to create a cohesive and effective team.
- Developed training programs to enhance customer service skills and align team performance across departments.
- Supervised diverse team of over 50 international contractors to improve workforce coordination and streamline daily operations.
Customer Service Manager
Served with Honor, Telemedica
Austin, TX
12.2021 - 01.2023
- Reviewed customer feedback to spot trends and improve satisfaction across all services, increasing customer satisfaction ratings by 35% through effective complaint resolution strategies
- Established and monitored KPIs and SLAs to ensure accountability and operational efficiency.
- Implemented operational improvements and service solutions by drafting and rolling out SOPs.
- Supported team engagement efforts across cross-functional departments to help meet goals.
Customer Service Supervisor
Served with Honor, Telemedica
Austin, Texas
12.2020 - 12.2021
- Supervised daily customer service activities, providing hands-on leadership and coaching to ensure service quality.
- Led daily customer service activities, coaching team to enhance service quality and customer satisfaction.
- Handled complex service inquiries and escalated issues, achieving timely resolutions that strengthened customer relationships.
- Facilitated process improvements and ensured HIPAA compliance by collaborating with cross-functional teams.
Triage Veteran Benefits Scheduler
VetFedCareNET
Pensacola Beach, FL
01.2019 - 12.2019
- Worked with case specialist to ensure the appropriate prioritization in scheduling of 500 plus cases per month
- Reviewed claim folders to ensure completeness and adherence to guidelines before submission, enhancing compliance.
- Assessed client needs to provide tailored support.
- Engaged clients through active listening to build trust.
- Tracked project issues to ensure smooth operations.
- Oversaw customer service operations to ensure effective support.
- Trained incoming staff on customer service, software use, scheduling medical appointments and diagnostics
Loaner Fleet Manager/Service Coordinator
Hill Kelly Dodge
Pensacola, FL
08.2018 - 01.2019
- Identified gaps and opportunities for improvements and implemented corrective action to maintain optimal fleet performance.
- Analyzed operations to recommend efficiency improvements that enhanced fleet performance.
- Mitigated regulatory risks by monitoring vehicles to ensure operational, state and federal compliance.
- Sustained safety protocols, ensuring proper and cost-effective usage of equipment and materials.
- Supervised employees to promote optimal productivity in job tasks and duties.
- Delegated assignments and monitored mechanic performance to support leadership in ensuring timely work completion.
- Developed strong relationships with upper management and drivers through regular communication. with upper management and drivers through effective communication.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions.
Customer Service Lead/Administrative Assistant
Served with Honor, Telemedica & VA Claims Insider
Austin
04.2020 - 12.2020
- Served as key point of contact for team members, guiding and coaching on complex inquiries to resolve issues effectively.
- Supported daily customer service operations, enhancing service delivery and promoting operational efficiency.
- Identified and implemented streamlined administrative processes, improving overall workflow.
Education
Some College (No Degree) - Communications
Sacramento City College
Sacramento, CASkills
- Team leadership
- Performance evaluation
- Workflow management
- Talent development
- Recruitment and hiring
- Complex problem solving
- HIPAA compliance training
- Conflict resolution
- Salesforce, MS Office, Google Suite, Zendesk, Genesys Cloud
- Capacity forecasting
- Strategic thinking
- Cross-functional coordination
- Workforce planning
- Staffing analysis
- Performance metrics
Timeline
Workforce Manager
Served with Honor
04.2026 - 07.2026
Care Delivery Team Manager
Served with Honor
08.2025 - 04.2026
Senior Customer Service Manager
Served with Honor
05.2023 - 08.2025
Administrative Support Supervisor
Served with Honor
01.2023 - 05.2023
Customer Service Manager
Served with Honor, Telemedica
12.2021 - 01.2023
Customer Service Supervisor
Served with Honor, Telemedica
12.2020 - 12.2021
Customer Service Lead/Administrative Assistant
Served with Honor, Telemedica & VA Claims Insider
04.2020 - 12.2020
Triage Veteran Benefits Scheduler
VetFedCareNET
01.2019 - 12.2019
Loaner Fleet Manager/Service Coordinator
Hill Kelly Dodge
08.2018 - 01.2019
Some College (No Degree) - Communications
Sacramento City College