Summary
Overview
Work History
Education
Skills
Timeline
Generic

CASEY FALLS

MISSION VIEJO

Summary

RESULTS-DRIVEN PROFESSIONAL WITH OVER 13 YEARS OF EXPERIENCE IN OPERATIONAL, TECHNICAL SUPPORT, AND CUSTOMER SERVICE MANAGEMENT. PROVEN ABILITY TO LEVERAGE EXPERTISE TO DRIVE PROFITABILITY AND FOSTER THE OVERALL WELLNESS OF COMPANIES. SKILLED IN OPTIMIZING OPERATIONAL EFFICIENCY, DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES, AND PROVIDING COMPLEX TECHNICAL SUPPORT. ADEPT AT DEVELOPING STRATEGIES TO ENHANCE REVENUE GROWTH AND ENSURE CUSTOMER SATISFACTION.

Overview

11
11
years of professional experience

Work History

BUSINESS OPERATIONS MANAGER

ASPEN DENTAL
11.2021 - 08.2022
  • Held overall responsibility for the wellness of the business, including profit and loss (P&L) management and the supervision of 10 non-clinical staff members.
  • Recruited, hired, mentored and trained staff on business procedures, policies, duties and customer care methods.
  • Managed purchasing activities, ensuring the procurement of materials necessary to meet patient needs, office operations, and order fulfillment.
  • Established and maintained strong relationships with suppliers and vendor accounts, acting as the primary point of contact for all deliverable deadlines.
  • Effectively managed the production lab, overseeing operations to meet target goals and ensure high levels of patient satisfaction.
  • Led the selection, performance management, and development of the non-clinical team, fostering a positive work environment and promoting professional growth.
  • Implemented effective inventory management practices, optimizing stock levels and minimizing excess or obsolete inventory.
  • Oversaw data entry, insurance verifications, patient consultations, and front office reception, ensuring efficient and accurate business operations.
  • Collaborated with the clinical team to enhance patient care coordination and streamline administrative processes.
  • Actively participated in business-related functions, including budgeting, financial analysis, strategic planning, and process improvement initiatives.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.


GENERAL MANAGER

Round One Entertainment
11.2019 - 08.2021
  • Provided oversight and direction to a team of 150+ employees, achieving the top region in net revenue gains for both 2019 and 2020 in Round1 USA & Japan.
  • Set a record by generating $123,866 in net revenue on the opening day of the Eugene, OR location, surpassing the plan by 158%.
  • Established and nurtured successful relationships with suppliers and vendor accounts, including industry-leading companies such as Betson Enterprises, Dream Arcades, International Game Technology, TLC Industries, Brunswick Bowling, Sysco, Anheuser-Busch, as well as numerous local breweries and wineries.
  • Managed and maintained strong freight accounts to ensure the timely and accurate delivery of goods.
  • Directly involved in full-cycle HR recruitment, leveraging data analytics and forecasting to build high-performing teams.
  • Demonstrated proficiency in P&L management, budgeting, and workforce management, ensuring efficient and cost-effective operations.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Implemented effective inventory storage and logistics strategies to optimize stock levels and minimize inventory costs.
  • Oversaw merchandising efforts, ensuring an appealing and customer-friendly retail environment.
  • Provided technical and mechanical management, ensuring the smooth operation of gaming and entertainment equipment.
  • Handled various other responsibilities including data analytics, forecasting, recruitment, and many more.
  • Developed and implemented strategies to increase sales and profitability.


PARTS COUNTER SUPERVISOR

KARMA AUTOMOTIVE LLC
11.2017 - 10.2019
  • Collaborated with internal and external partners to develop efficient logistics strategies and turnaround times for A123 Automotive Lithium-Ion solutions (China).
  • Formulated successful logistics plans by closely working with cross-functional teams, including engineering and manufacturing departments, to align client and company requirements.
  • Reviewed work orders and requisitions, ensuring accurate inventory management and fulfilling procurement needs in collaboration with the manufacturing plant.
  • Directed the shipping process for parts and vehicles to clients across the United States and globally, utilizing TMS (Transportation Management System) and ERG (Electronic Reporting Gateway) systems.
  • Developed and maintained strong relationships with shipping vendors, negotiating favorable terms and ensuring timely and cost-effective delivery.
  • Oversaw the coordination of transportation logistics, including customs clearance, documentation, and compliance with international shipping regulations.
  • Implemented effective tracking and monitoring mechanisms to provide real-time visibility of shipments, enabling proactive issue resolution and customer satisfaction.
  • Managed logistics budget and optimized operational costs through efficient routing and shipment consolidation strategies.
  • Approved volume discounts and pricing adjustments, resolving contentious pricing discrepancies with customers.
  • Trained associates on product specifications, merchandising, counter organization and retail sales.

TECHINCAL SUPPORT SUPERVISOR

T-MOBILE
11.2011 - 11.2017
  • Effectively lead and supervised 20 + employees in a corporate call center location, ensuring smooth day-to-day operations.
  • Managed over 10,000+ monthly service requests and tickets.
  • Actively managed and optimized call center efficiency through the utilization of Salesforce, Zendesk, Live Agent, Jira, and other relevant software tools.
  • Implemented and maintained a streamlined workflow within the call center, resulting in increased productivity and customer satisfaction.
  • Utilized Salesforce to track and analyze call center metrics, identify areas for improvement, and develop strategies for enhanced performance.
  • Effectively utilized Zendesk and Live Agent to provide real-time support to agents, ensuring prompt and efficient resolution of customer inquiries and issues.
  • Led and supervised a team of call center agents, providing coaching and guidance to optimize their performance and achieve sales targets.
  • Conducted both cold and warm lead calls to effectively identify customer needs, generate new business opportunities, and nurture client relationships.
  • Managed and maintained over $150,000+ of inventory daily, having a YOY shrink of 1.33%.
  • Provided technical support in a Windows 10-based environment, ensuring efficient troubleshooting and issue resolution.
  • Supported a wide range of devices including Blackberry, Android, IOS (iPhone/iPad) & Exchange email configuration.
  • Coached employees through day-to-day work and complex problems.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

Education

Bachelor of Science - SUPPLY CHAIN AND OPERATIONS MANAGEMENT

WESTERN GOVERNOR'S UNIVERSITY

Associate of Science - BUSINESS ADMINISTRATION

SADDLEBACK COLLEGE

Skills

  • Operations Management
  • Management Training
  • Technical support expertise
  • Technical support management
  • Business Growth Initiatives
  • Data Management
  • Leadership
  • Financial Management
  • Financial Data Interpretation
  • Data analysis and insights
  • Materials Planning and Logistics
  • Customer service excellence

Timeline

BUSINESS OPERATIONS MANAGER

ASPEN DENTAL
11.2021 - 08.2022

GENERAL MANAGER

Round One Entertainment
11.2019 - 08.2021

PARTS COUNTER SUPERVISOR

KARMA AUTOMOTIVE LLC
11.2017 - 10.2019

TECHINCAL SUPPORT SUPERVISOR

T-MOBILE
11.2011 - 11.2017

Bachelor of Science - SUPPLY CHAIN AND OPERATIONS MANAGEMENT

WESTERN GOVERNOR'S UNIVERSITY

Associate of Science - BUSINESS ADMINISTRATION

SADDLEBACK COLLEGE

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