Kyle P. Casey

Customer Experience professional with deep knowledge of analyzing data to build workflows for customer-facing teams like SMEs, Product Specialists, and Support Agents. I pride myself in running diverse and skilled teams who work cross-functionally to support Implementations, Customer Success, and Sales.

PROFESSIONAL EXPERIENCE

12twenty - September 2019 to Present

  • Lead, direct, and scale remote teams across Implementation, Customer Experience, Support, and Sales.

  • Develop all Customer Support and Customer Journey workflows

  • Launched new support and customer experience platforms leading to a 95% decrease in the support backlog

Casey Consulting - Oct 2018 to Present

  • Enabling sales teams with workflows and playbooks

  • Fundamental sales techniques and language

  • Creating custom training decks

  • Detailed reporting to discover sales pain points

Yelp - Dec 2016 to Sept 2018
Account Executive  -  Los Angeles, CA (Remote) and New York, NY  

  • Leveraging data and KPIs through storytelling to communicate actionable direction.

  • Participating in digital campaign content development, A/B testing, and implementation.

  • Developing new advertising products brought to market that are sold by over 5,000 account executives.

  • Chosen to lead strategy training for the sales teams leading to a 15% increase in revenue per account executive.

  • Works with high volume campaigns and large individual budgets from $4,000 to $25,000 each.

  • Inside and outside sales with control of the entire sales process.

Trace3  - Aug 2016 to July 2018
Solutions and Strategy Intern -  El Segundo, CA

  • Strengthen relationships with Fortune 500 partners.

  • Employ account-based marketing strategies to upgrade current clients.

  • Reporting to Senior Solutions Architects and VP of Strategic Accounts.

Exit Realty Landmark - Aug 2014 to Nov 2016
Real Estate Agent  - Commercial and Residential .-  New York, NY

  • Predicted market movements and analyzed comparable sales.

  • Controlled the entire sales cycle from prospecting, listing, sales/rentals, and closing.

  • Over $15,000,000 in sales and rentals

  • Prepared contracts for representation, purchase agreements, and leases.

Housing Works - Apr 2014 to May 2015
Arts and Music Education (Volunteer)  -  New York, NY

  • Facilitated volunteer arts and music instruction twice per week.

EDUCATION

Fordham University at Lincoln Center - Aug 2013 to Aug 2016

Bachelor of Arts, Economics     New York, NY 

  • Completed in three years.

  • Focus on corporate finance, strategy, and development.

CERTIFICATIONS, SKILLS AND INTERESTS

Certifications: Google Ads (AdWords), Google Analytics, Bing Ads

Skills: Zendesk, Confluence, Freshdesk, SalesForce, account based marketing (ABM), Microsoft suite, web analytics, behavioral frameworks, Google suite, growth strategy, search engine marketing (SEM), paid search, email marketing

Past Customers

  • Stealth SaaS - A New York-based SaaS product for the Medical industry. Focused on HIPAA-compliant support and Customer Experience workflows. Decreased ticket volume by 50%.

  • Stealth SaaS - A California-based SaaS product for the Equine industry. Focused on customer support and self-help workflows. Decreased chat and ticket volume by 25% and increased Knowledgebase usage by 200%.

  • Big6 Media (LegalFit) - A Kansas-based media and advertising group. Focused on marketing, sales, and revenue retention for their customers’ industry (Law).