Molly Kathleen Casey (530) 913-4977 | mak.casey7@gmail.com

Summary of Qualifications • Sets high self-performance standards, maintaining accountability and striving for innovation. • Highly motivated to learn, own impactful projects and collaborate within a team. • Driven to find opportunities to provide great service for customers and employees. EDUCATION Graduated with Honors: Magna Cum Laude (2010-2014) Major: Public Relations Minor: Art • Honors: President’s List and Dean’s List-all semesters Gonzaga in Florence Florence, Italy Studied Art (Florence of the Medici) and Italian May 15-July 1 2012 WORK EXPERIENCE Trupanion Medical Insurance for Cats and Dogs April 2016 – Present Support Desk Manager

• Lead a research and resolution team of 8 people to support our internal agents with policy questions and handled our external customer concerns and escalations to provide a resolution.

• Identified process improvements, trends and presented inefficiencies and solutions for streamlining services to the contact center Directors.

• Managed social media accounts, reviews and complaints. Executed follow-ups for a resolution. Trupanion Medical Insurance for Cats and Dogs March 2015 –April 2016 Quality Assurance Specialist

• Founded and established quality assurance process for entire contact center • Weekly audits of 80+ calls, created reports to identify trends and provide agent feedback to

improve the customer and employee over the phone experience. • Redesigned Trupanion’s after call survey, report on compliance audits monthly, social media

reviews, handled customer escalations and assisted with interview and recruiting processes. Trupanion Medical Insurance for Cats and Dogs Oct 2014 –March 2015 Customer Care Representative

• Care representative answering current customer facing questions and inbound warm leads to sell the value of the policy and to protect cats and dogs.

• Provide clear, knowledgeable policy information while achieving first call resolution Koru – Koru@Porch September 2014

• Selected for a highly intensive competitive program to complete a challenge, gain presentation skills, applied design thinking and engaged in customer discovery.

LEADERSHIP & SKILLS Call Center Proficiencies Oct 2014 –March 2016 Aspect Quality Management

• Studied and built Aspect to create quality scorecards for call audits and implemented a new after call survey to drive agent focused results.

Harrison Assessment Supervisory – Customer Service

• Strong results for leadership, motivating and implementing new ideas within team environments. • Achieved top results for taking initiative, thrives for a challenge and determination.

Account Executive Spokane, WA PRSSA, The FIRM – International Student Union Club September 2013 – December 2013 • Main communicator for our client, scheduled meetings, divided tasks, created deadlines and projects