Kelly Casey

20+ years of comprehensive, cross-industry experience in technical support, process optimization, and compliance management. Expertise rooted in effectively installing, maintaining, and troubleshooting complex software (e.g., POS, financial reporting, and USDA-compliance systems) while consistently achieving exceptional client satisfaction rates of 95%+. A proven track record of developing internal and external staff through formalized training, SOP documentation, and mentoring, and leveraging unique skills in organizational development, conflict resolution, and regulatory adherence (HIPAA, NSLP, Data Security) to enhance operational efficiency and drive sustainable client relationships across diverse organizational environments.

Experience

Technical Client Services Representative 
Vanco Payment Services - Bloomington, MN      
03/2021 - 07/2025 

• Achieved a 95%+ customer satisfaction rating by leading in ticket resolution volume, effectively managing conflict resolution, and consistently exceeding service benchmarks.
• Delivered remote training to school administrators, food service directors, and staff, enhancing user adoption and reducing support needs.
• Installed and supported enterprise software systems, including Food Service Solutions (FSS), FORMS (Free or Reduced Meals), POS hardware/peripherals, and student information system integrations; conducted database conversions, imports/exports, and backups.
• Provided end-to-end client support for database maintenance, software troubleshooting, and financial reporting systems, ensuring operational accuracy and compliance.
• Collaborated with sales, administration, and technical operations teams to improve onboarding workflows, optimize cross-functional processes, and enhance the overall customer experience.

Customer Service Coordinator / Lead Cashier 
Lakewinds Food Co-op - Richfield, MN      
06/2014 - 05/2018 

• Led daily store operations, including team scheduling, task delegation, and performance oversight, ensuring efficient workflow and high service standards.
• Trained and mentored front-line staff, improving onboarding efficiency and boosting team productivity through hands-on coaching and support.
• Actively contributed to organizational initiatives through participation in the Round Up and LOFF Grants committees, supporting community engagement and fundraising goals.
• Resolved customer issues with professionalism and composure, improving overall customer satisfaction and streamlining service delivery processes.
• Managed register closings, bank deposits, and daily sales reporting, while ensuring full compliance with company cash handling and financial control procedures.

Test Scorer & Team Lead  
Questar Assessment, Inc. - Apple Valley, MN  
03/2004 - 06/2013 

• Coordinated large-scale scoring projects, managing timelines, assigning tasks, and ensuring deliverables met quality and compliance standards.
• Trained and supported scoring teams, delivering onboarding and ongoing coaching to maintain scoring accuracy, consistency, and efficiency.
• Monitored scorer performance and implemented data-driven feedback strategies to drive continuous process improvement and meet project benchmarks.
• Maintained strong cross-functional collaboration with assessment teams representing multiple state Departments of Education, ensuring alignment with state-specific guidelines and expectations.
• Contributed to the development and refinement of scoring procedures, helping to streamline operations and improve accuracy in standardized assessment evaluation.
   

Linked in Learning Certificates --

Project Management; Managerial Success; Productivity for Remote Teams; Diversity, Inclusion, Belonging, and Equity; Cultural Sensitivity

University of Minnesota --
VOED Training & Organizational Development 
Graduate Courses : 
Vocational Training and Technical Education methods, Organizational Leadership and Learning, Strategic planning, Change management, Team development, Communication and Conflict Resolution, Franklin Covey 'What Matters Most' Time Management (Total Quality Management Tools) 

Graduate Certificate: Buddhist Chaplaincy
United Theological Seminary of the Twin Cities, MN 
Courses: Foundational Buddhist Teachings; Buddhist Psychology; Spiritual Formation and Guidance; Mindfulness Practices; Pastoral Care Skills; Applied Chaplaincy in Clinical Contexts; Ethics/ Relational Competency, and Resilience Management/Work-Life Balance 

Oklahoma City University    
Bachelor of Science : Elementary Education               Outstanding Future Educator Award