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.
• 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.