Kami Richey Email & Phone Number

Denver, Co, Us

San Francisco, Ca, Us

• Leading customer experience and program management teams focused on ensuring best experiences for customers across the complete lifecycle• Leading global Customer Support Engineering teams• Leading Customer Escalation Management teams• Leading Customer Experience Program Management team• Leading Client Services Enablement team

San Francisco, Ca, Us

• Leading customer experience and program management teams focused on ensuring best experiences for customers across the complete lifecycle• Leading Customer Escalations Management• Leading Client Services Operations• Leading Client Services Enablement

San Francisco, Ca, Us

• Executed projects from concept through completion, including defining goals; building project plans; and collaborating with product, engineering, security, legal, and documentation teams• Implemented a supportability process for product launches to ensure readiness for all customer facing teams• Designed, managed, and implemented customer engagement strategies focused on increased customer satisfaction and performance monitoring• Successfully led multiple customer migrations for new product launches and product retirements while emphasizing customer communication and risk mitigation• Established, initiated, and optimized business development strategies based on company targets, product specifications, market data, and budget factors• Analyzed and reported on KPIs to validate and demonstrate success of product campaigns

San Francisco, Ca, Us

• Reduced operational risks while organizing data to forecast performance trends and devising recommendations that streamlined the customer support system for improved response times• Managed customer support effectiveness by monitoring performance, assessing metrics, and training and guiding team members to maintain high productivity and performance• Utilized excellent issues resolution and dynamic communication skills to cultivate strong, lasting client relationships and team members capable of reaching established benchmarks and customer service standards

San Francisco, Ca, Us

• Coordinated with cross-functional departments to formulate product and process enhancements based on customer feedback, reducing inconsistencies and driving improvements that support ongoing company success• Maximized productivity by supervising, mentoring, and scheduling customer support personnel to meet organizational and operational objectives• Collaborated with the IT Department and vendors to build better communication tools that improved customer experience• Worked on pricing, packaging, documentation, internal workflows, and customer communications to create a premium support package that improved customer satisfaction, reduced issue response time, and increased overall revenue• Analyzed reports, emails, chat, and vendor relations to identify process improvement opportunities

San Francisco, Ca, Us

Boulder, Colorado, Us

San Francisco, Ca, Us

• Served as GitHub’s first Community Manager, increasing brand awareness through customer support, user events, conference sponsorships while growing user numbers from 1M to 10M+• Led remote teams for Community, Education, and Shop and collaborated on internal tools to better manage customer support tickets, sponsorship opportunities, and community events• Streamlined support queues for education and non-profit accounts as well as all community-related support emails• Converted email trends into FAQs and help articles, both internal and community-facing• Planned and executed events ranging from small global monthly events, charity dodgeball tournaments that averaged $60K profits each, and a 5-day conference for employees and families• Elevated company representation at conferences and events by improving the exhibit booth experience; securing a sponsorship program; and increasing community outreach with users, developers, teachers, and students around the world• Managed the online shop, creating a better workflow for sending items and establishing SOPs for inventory management