Casey Paragin

About Casey Paragin

Customer Service Operations Leader with over 10 years of experience driving strategic and operational improvements across e-commerce, fintech, and retail sectors. Proven expertise in vendor management, operational efficiency, and digital transformation, delivering measurable gains in customer satisfaction (CSAT), contact resolution, and service delivery KPIs. Adept at building cross-functional partnerships across support, product, analytics, and vendor teams to drive scalable solutions and operational success. Passionate about creating customer-centric programs that reduce effort and enhance experiences.

Experience

1. Accountable Lead Vendor Operations North America

   Klarna

   Oct 2021 — Present · Columbus, OH, US

   At peak accountable for the daily Customer Service operations and service delivery KPIs for seven global BPO vendors across eight sites (for a total of 500-750 FTE)• Lead a team of four vendor managers across 1st-line Support, 2nd-line/Escalations Support, and Global Disputes (incl. Delivery and Fraud Disputes)• Delivered a ten percentage point YoY increase in Contact Resolution score in first two years of role by implementing a universal contact flow, leading regular Vendor Team calibrations, and delivering coaching sessions among Vendor Operations and Team Leads• Partnered with Onboarding and Quality teams to develop new onboarding materials for Team Leads and as well as a new Quality framework supported by AI• Partnered with Analytics Foundations to build out a suite of performance metrics on Qlik visualization platform to support Vendors and internal process improvement teams

Education

• The Ohio State University

  Master of Arts (M.A.), Sociology

  1998 — 2001

• The Ohio State University

  Master of Education (M.Ed.), Social Studies Education

  2001 — 2002

• The Ohio State University

  Bachelor of Science (B.S.), Sociology and Psychology

  1993 — 1998

Skills

• Classroom
• Product Management
• Microsoft Office
• Sales
• English
• History
• Customer Service
• Sociology
• Iphone
• Management
• Team Building
• Psychology
• Retail
• Mac Os
• Teaching
• Keynote
• Process Improvement
• Instructional Design
• Project Management
• Cross-Functional Team Leadership
• Political Science
• Iwork
• Mac
• E-Learning
• Social Sciences
• Os X
• Mac Os X
• Business Strategy
• Account Management
• Team Leadership
• Strategy
• Customer Experience
• Ilife
• Program Management
• Leadership
• Training
• Customer Satisfaction