Jared Casia

Customer service and operations professional with 10+ years of experience supporting customers in high-volume, fast-paced environments. Skilled in handling inbound and outbound customer interactions, resolving complex concerns, researching solutions, processing and documenting customer information, and navigating multiple systems simultaneously. Experienced in meeting quality, productivity, and customer satisfaction goals while delivering professional, friendly, and customer-focused service.

Strong background in problem-solving, de-escalation, coaching, and cross-functional collaboration, with transferable experience supporting customer inquiries, account and service needs, scheduling, benefits, and complex transactions.

Customer Experience Manager - Taskus | Doordash

(2025-02 - 2026-08)

• Lead daily operations for a high-volume customer support environment, ensuring teams meet service-level agreements, quality standards, and performance goals.
• Resolve complex customer and driver concerns by researching issues, identifying appropriate solutions, and collaborating with internal teams when additional support is required.
• Promote a customer-first approach focused on professionalism, accountability, timely resolution, and positive customer experiences.
• Coach team members to improve customer satisfaction, quality, communication, and first-contact resolution.
• Monitor performance metrics and identify opportunities to improve productivity, service quality, and operational efficiency.
• Ensure adherence to company policies, procedures, quality standards, and established workflows.
• Coordinate onboarding and training programs to prepare employees to navigate systems, follow procedures, and deliver consistent customer service.

Trainer - Nearsol | Samsung

(2022-01 - 2024-12)

• Designed and delivered instructor-led and virtual training programs for employees supporting customer service operations.
• Developed training guides, knowledge resources, and process documentation to improve product knowledge, accuracy, and consistency.
• Prepared employees to navigate internal systems, follow established procedures, and deliver high-quality customer experiences.
• Conducted refresher training focused on policy compliance, quality improvement, communication, and performance standards.
• Identified knowledge and performance gaps and implemented targeted coaching strategies to improve productivity and quality results.
• Supported employees in adapting to changing processes, tools, policies, and customer service requirements.

Team Leader - 24/7 AI | Walmart

(2021-07 - 2022-01)

• Improved team productivity and quality by identifying performance gaps and implementing targeted coaching strategies.
• Managed escalated customer concerns, delivering timely resolutions while maintaining a positive customer experience.
• Collaborated with leadership to optimize workflows and ensure operational goals were consistently achieved.
• Supported employee development by conducting performance evaluations and recognizing high-performing team members.

Customer Experience Manager - C3 | Humana

(2019-01 - 2020-11)

• Supported health insurance members by managing high-volume inbound and outbound interactions while maintaining exceptional service quality.
• Verified insurance eligibility, benefits, and coverage to facilitate accurate patient access to healthcare services.
• Coordinated appointment scheduling and guided members through healthcare navigation, improving the overall patient experience.
• Reviewed medical documentation while ensuring strict adherence to HIPAA regulations and data privacy standards.
• Educated members on healthcare benefits, claims processes, and treatment authorization requirements to promote informed healthcare decisions.
• Collaborated with healthcare providers and internal departments to resolve complex insurance and patient-related inquiries efficiently.
• Delivered compassionate, patient-centered support while consistently meeting productivity and quality performance goals.

Undergraduate studies - Advertising Arts - Far Eastern University (2010 - 2013)