Casey N. Cruell
Inman
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals .I am a organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and known for a collaborative approach and commitment to excellence.
Overview
7
7
years of professional experience
Work History
Contact Center Supervisor
Medical Transportation Management
09.2022 - Current
- Managed 25 fully remote direct reports.
- Utilized reporting resources to further dissect issues with performance and determining alternatives to improve direct reports stats.
- Worked with other departments to clarify protocols and procedures, aligning communication.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Conducted monthly team meetings to improve engagement and knowledge of protocols.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Terminated agents who escalate through the disciplinary process.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Lead supervisor summits, that typically has over 60 supervisors, which helps make sure proper communication is occurring amongst all leaders and assure we are all calibrated on protocols and procedures.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
Team Leader Apprentice
RealPage
02.2018 - 09.2022
- Supervisor of Academy Bay, which entails working with agents right out of training
- Providing daily coaching, heavy monitoring, covering morning and afternoon meetings, evaluating, updating timecards, reviewing, and uploading signed policies into their file, and updating schedules
- Additional team coverage when a Team Leader is out on leave or vacation
- Attending Bi-Weekly Calibration meetings and providing insightful feedback to leaders within the company
- Training agents to become mentors by having agents shadow coaching and conduct coaching with supervision
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Education
Bachelor of Science - Human Resource Management
Limestone University
05-2025
Associate of Science - Business
Greenville Technical College
01-2022
High School Diploma -
Blue Ridge High School
01-2016
Skills
- Time management
- Excellent written and oral communication
- Strong organization
- Reliability
- Adaptability and flexibility
- Multitasking
- Detail-oriented
- Strategic planning
- Strong presentation skills
- Ability to learn and retain information
- Attention to detail
- Ability to type 80 WPM
- Problem-solving abilities
Timeline
Contact Center Supervisor
Medical Transportation Management
09.2022 - Current
Team Leader Apprentice
RealPage
02.2018 - 09.2022
Bachelor of Science - Human Resource Management
Limestone University
Associate of Science - Business
Greenville Technical College
High School Diploma -
Blue Ridge High School
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