Summary
Overview
Work History
Education
Skills
Tools & Technology
Timeline
Generic

Casey Byrus

Fort Myers

Summary

Strategic and results-driven Customer Experience (CX) and Operations Leader with a proven track record in scaling customer service operations, implementing automation, and optimizing processes to drive customer satisfaction, retention, and revenue growth. Expertise in leveraging data, cross-functional collaboration, and team development to transform customer interactions into brand-defining experiences. Passionate about fostering a customer-obsessed culture, driving organizational change, and delivering measurable business impact.

Overview

18
18
years of professional experience

Work History

COO & Marketing Strategist

Byrus Signature Touch
04.2023 - Current
  • Led customer engagement strategies, aligning marketing efforts with customer retention goals, and fostering loyalty through targeted campaigns.
  • Implemented scalable customer communication workflows that integrated automation tools, improving operational efficiency by 20%.
  • Spearheaded marketing initiatives that resulted in a 56% increase in sales in the luxury division, aligning marketing efforts with brand messaging and customer experience.
  • Worked cross-functionally with product, ops, and tech teams to align customer experience strategies with overall business objectives, driving 8% ahead-of-schedule progress toward 2025 growth targets.
  • Managed budgets and financial forecasting to ensure fiscal responsibility and maintain profit margins.

Director of Marketing & Operations

Dellutri Law Group
02.2016 - 03.2023
  • Drove customer-focused initiatives by standardizing brand voice across all customer-facing channels, ensuring cohesive communication across marketing and service teams.
  • Developed and implemented Voice of Customer (VoC) programs, using insights to influence product and operations strategies and improve the customer journey.
  • Increased lead conversion by 32% through targeted follow-up campaigns, enhancing customer engagement and satisfaction.
  • Introduced EOS methodologies to improve operational efficiency and decision-making, driving 20% improvements in overall process effectiveness.
  • Launched innovative product lines by collaborating with R&D teams to identify market needs and develop competitive offerings.
  • Led training and development programs, resulting in reduced employee turnover and improved customer service delivery.

Director of Marketing & Business Development

Hyperion Title
11.2014 - 02.2016
  • Executed targeted customer experience strategies that improved client retention and loyalty, focusing on both retail and new construction sectors.
  • Developed and managed customer engagement campaigns across email, social media, and SEO, improving service delivery and customer satisfaction.
  • Implemented scalable tools and CRM systems to streamline customer interactions and improve operational efficiency.
  • Hosted monthly in-office events that showcased industry expertise and positioned the company as a customer-first brand.
  • Mentored sales teams, improving closing rates and driving revenue growth through enhanced customer service techniques.
  • Led competitive analysis efforts to identify trends and capitalize on emerging opportunities within the market landscape.

Operations Manager, Customer Experience

Specific Care Chiropractic
12.2011 - 11.2014
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
  • Managed day-to-day operations across three chiropractic offices, optimizing customer service workflows and improving patient care processes.
  • Designed and implemented patient care protocols that enhanced satisfaction, contributing to a 20% revenue increase.
  • Fostered customer loyalty by expanding referral partnerships by 25%, improving overall customer engagement and retention.
  • Utilized CRM tools to track customer interactions and improve the overall customer experience across multiple touchpoints.
  • Enhanced operational efficiency by integrating technology-driven methods for client-facing paperwork and communication.

Strategic Account Director

AD Marketing, Advertising, & PR
08.2007 - 12.2011
  • Optimized the use of CRM tools to track account progress accurately, ensuring efficient resource allocation.
  • Mentored junior team members on effective account management techniques, contributing to overall team success.
  • Collaborated with sales support, client services and operations colleagues to deliver superior client service and maintain mutually beneficial relationships.
  • Submitted sales and account reports to management to track progress toward predetermined goals.
  • Built strong client relationships, anticipating their evolving needs and delivering impactful, data-driven marketing solutions.
  • Fostered a customer-centric culture, using customer feedback to refine services and deliver superior value.

Education

Bachelor of Arts - Communications With A Track in Public Relations

Florida Gulf Coast University
Fort Myers, FL
01-2009

Associate of Arts - English Literature

Florida SouthWestern State College
Fort Myers, FL
01-2007

Skills

  • Customer Experience Strategy & Engagement
  • Scalable Customer Service Operations
  • Voice of Customer (VoC) Programs
  • Customer Retention & Lifetime Value (LTV)
  • Cross-Functional Leadership & Alignment
  • Customer Data Analytics & Decision Making
  • Team Leadership, Coaching & Development
  • Automation Tools & CRM Implementation
  • Process Optimization & Workflow Efficiency
  • Brand Messaging & Customer Communication

Tools & Technology

  • CRM & Automation: HubSpot, Salesforce, Insightly, LeadDocket
  • Customer Engagement & Analytics: Google Analytics, Customer Satisfaction Surveys
  • Marketing & Analytics: SEO tools, email marketing platforms (MailChimp, ConstantContact, Marketing 360)
  • Project Management: Asana, Trello, Monday.com, 17Hats

Timeline

COO & Marketing Strategist

Byrus Signature Touch
04.2023 - Current

Director of Marketing & Operations

Dellutri Law Group
02.2016 - 03.2023

Director of Marketing & Business Development

Hyperion Title
11.2014 - 02.2016

Operations Manager, Customer Experience

Specific Care Chiropractic
12.2011 - 11.2014

Strategic Account Director

AD Marketing, Advertising, & PR
08.2007 - 12.2011

Bachelor of Arts - Communications With A Track in Public Relations

Florida Gulf Coast University

Associate of Arts - English Literature

Florida SouthWestern State College

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