Casey Paragin
Accountable Lead Vendor Operations North America @Klarna
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WORK HISTORY
Accountable Lead Vendor Operations North America @Klarna
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
The Ohio State University
Master of Education (M.Ed.), Social Studies Education
The Ohio State University
Bachelor of Science (B.S.), Sociology and Psychology
SKILLS
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.
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