Victoria Casal

Led day-to-day operations for a 25+ person distributed support team across chat, email, and case management, maintaining SLA adherence and service quality. Reduced escalations by 20% and improved onboarding and productivity outcomes, including +23% new hire productivity and +15% retention, while building AI-assisted workflows and optimizing the knowledge base for self-service resolution.

Managed end-to-end onboarding operations in a complex service environment, improving client experience through structured workflows and SLA-driven communication. Standardized SOPs and training across multiple locations, reducing onboarding time 15% and improving early-stage satisfaction scores while analyzing data to identify and reduce service delays.

Managed end-to-end onboarding operations in a complex service environment by building structured, SLA-driven workflows and coordinating cross-functionally to improve client experience. Standardized SOPs and training across multiple locations, reducing onboarding time by 15% and improving early-stage satisfaction scores while leading development for 30+ staff.

Managed high-volume service operations, overseeing scheduling, staffing, and workflow prioritization to maintain service levels in a fast-paced multi-channel environment. Served as an escalation point for complex issues and implemented SOPs/process improvements to reduce ramp time and improve staff performance, supported by monitoring service trends and data insights.

Grade: Dean’s List; Every semester

Earned a Master of Science in Applied Behavior Analysis. Thesis: Effects of a General Video Model on Parents’ Implementation of Graduated Guidance.

Grade: Dean’s List; Every semester

Earned a Bachelor of Science in Applied Behavior Analysis.