Senior Vice President, Enterprise Solutions & Marketing
Casey is a highly accomplished Senior Executive with extensive experience in the healthcare, travel/hospitality, government and BPO/outsourcing industries in sales, customer care and accounts receivables management. Casey has a proven track record leading $100M+ organizations to record-breaking growth and profitability. Casey’s depth of experience and understanding of contact center operations and developing and implementing award winning performance management technologies, has resulted in industry-best metric performance and profitability. His key areas of expertise include building performance driven sales, service, collections and management teams, business acquisition, contract negotiation, customer experience management and process engineering. In addition to leading high performance sales and operations teams, Casey has developed unique and effective performance management tools and processes, including the Acuity Performance Management System, award winning gamification applications and the 7-T Success System™ used by multiple Fortune 500 companies.
Throughout his executive career, Casey has held leadership roles with Convergent Outsourcing, Inc., Xerox/ACS, National Leisure Group/World Travel Holdings, Cendant and Lockheed Martin. Most recently he served as President and Chief Business Development Officer for Convergent Outsourcing, Inc., a company offering customer engagement outsourcing solutions that deliver the people, processes, and technology to improve customer loyalty, optimize the accounts receivables management process, grow revenue and maximize efficiency. Casey has acquired over $100M in new business/sales, with multiple new logos and new verticals/LOB’s; improved company EBITDA by over 500% within 18 months; and led the site selection and opening of new contact center locations in the U.S., Central America, and the Philippines.
Casey has held senior sales and operations positions at Xerox/ACS, Cendant Corporation, National Leisure Group and Lockheed Martin. Casey is also the Founder of TouchPoint One, LLC, a technology company providing performance management and gamification software, primarily focused on the contact center and data processing industries. He has designed and implemented multiple customer-centric sales & service strategies and led major technology integrations resulting in huge top and bottom line growth.
Casey has earned multiple industry awards including the Ventana Research Contact Center Leadership Award, CCW’s award for “Best Use of Technology”, the Bobby Dodd Institute award for Employer of the Year (Convergent Outsourcing) and the American Resort Developers Association award for “Customer Experience Excellence”. Casey has extensive experience as a speakership and panelist, including multiple roles with CCW, ICMI, CCNG, ARDA, SOCAP, TRMA, Hire Dynamics Executive Forum and insideARM.