Contact Center Director/VP and Consultant
I’m a seasoned and spirited Customer Care Director who thrives on turning customer experience challenges into success stories. With a track record of elevating service operations for brands like Sprint, Sony Entertainment, and FedEx, I don’t just manage contact centers—I transform them into loyalty-generating powerhouses.
My philosophy is simple: treat every customer like your favorite grandma—kindly, patiently, and with solutions that stick. I’ve led high-performing teams rooted in integrity, empathy, and measurable results, and I bring a healthy sense of urgency (and a good cup of coffee) to everything I do.
Whether I’m building SOPs that actually make sense, rolling out Zendesk like a boss, or leading cross-functional initiatives with AI and SaaS at the helm, my goal is always clear: exceed expectations, grow the business, and make the customer say, “Wow.”
I speak the languages of CSAT, CRM, BPO, in-house ops, and the occasional kaizen-fueled brainstorm. But above all, I believe exceptional customer care starts with strong leadership, clear communication, and a relentless passion for getting it right—even if it takes a few dad jokes along the way.
Reginald E Cason
Customer Care & CX Executive | Director/VP-Level Leader | Expert in Contact Center Strategy, Zendesk, and Scalable Support Ops
678.310.3424
PROFESSIONAL EXPERIENCE
2024-present
Director of Care Team
RowCal
Technology Integration: I successfully implemented and optimized the Zendesk ticketing system to enhance our team's ability to deliver exceptional customer service. I collaborated with the third-party integration team to seamlessly implement API integration with an associated external program.
Data Analysis: I consistently conducted in-depth analysis of call center data, identifying trends, pinpointing issues, and uncovering opportunities for improvement. This ongoing analytical approach enabled me to provide data-driven insights crucial for decision-making in a dynamic environment.
Team Management: I led the recruitment, training, and management of a team of Customer Service Agents, Team Leads, and Managers. My priority was ensuring that each team member had the tools, training, and resources to deliver outstanding service consistently.
Performance Metrics: I took charge of establishing and monitoring a comprehensive set of performance metrics for the call center, including response times, resolution rates, and customer satisfaction scores. This deliberate approach allowed us to continually refine and enhance our service quality, ensuring we met and exceeded our service level agreements.
2021-2023
Director of Customer Care
Livable
I oversaw the management of a global business process outsourcing (BPO) and international SaaS customer service team, ensuring optimal performance and collaborative relationships across functions. In addition, I enforced consistent reporting standards and allocated resources to meet demanding objectives.
Key accomplishments include:
-
Successfully overhauling the Zendesk customer relationship management (CRM) to enhance operational efficiency and facilitate the onboarding of new clients
-
Streamlined daily processes by implementing standard operating procedures and accountability standards
-
Designed and implemented cutting-edge operational systems that harnessed the power of technology, such as data systems and automation, significantly enhancing our operational efficiency
-
Developed, maintained, and provided training on playbooks, processes, and recognition programs
-
Devised and executed a comprehensive strategic plan that paved the way for the growth and scalability of the Client Services team, aligning it perfectly with the organization's evolving needs
2010-2021
Special Project Manager
Cisco
In this role, I used my knowledge of call center equipment and software programs to assist an Instructional Design team in creating and launching Cisco eLearning software.
-
Established a culture by employing best practices, techniques, and standards throughout all project lifecycles
-
Fostered continuous improvement by measuring performance, providing regular status updates, and engaging various stakeholders on strategy, adjustments, and progress
-
Ensured smooth execution of service delivery through analysis of data tools, business processes, and operational standards
-
Leveraged proficiency in call center equipment and software programs to support an Instructional Design team in developing and implementing Cisco eLearning software
-
Drafted, distributed, and managed a detailed project schedule or work plan to facilitate technical direction and dialogue coaching
-
Recorded and edited audio files for training purposes
-
Envisioned and established the culture by utilizing best practices, techniques, and standards through all project lifecycles
-
Promoted constant improvement by measuring performance, providing regular status updates, and engaging various stakeholders on strategy, adjustments, and progress
-
Ensured seamless execution of service delivery through analysis of data tools, business processes, and operational standards
EDUCATION
Project Management
St. Edwards University
Business Management
Art Institute of Atlanta
Communications
Howard University
Notable Partnerships
FedEx
Farmers Insurance
Sony Entertainment
Sprint
SKILLS
Team Building
Zendesk Administrator
KPIs
Business Process Improvement
Contact Centers
Workforce Planning