Kate Canney Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

• Reduced response times, increased customer retention, and enhanced the overall customer experience by implementing AI-driven tools (ChatGPT, AppScript, VSCode) and process automations for customer service interactions.• Led the development of an AI-powered Quality Assurance tool that improved quality measurement for 1st line chat interactions (increased coverage to 90+% and tool accuracy to 80%).• Collaborated on a Quality framework overhaul, working across departments to ensure the successful implementation and adoption of this tool globally for 1st line agent interactions across all channels.

Amsterdam, North Holland, Netherlands

• Collaborated with UX Designers, market owners, and other teams to create accurate and relevant copy (such as automated emails) for the consumer-facing website.• Created clear and concise routines and canned responses for agents across all LOBs and markets in their interactions with consumers via phone, chat, and email.• Managed the migration of the Customer Service knowledge base, consolidating and organizing end-to-end processes and information for the Customer Service domain.

Amsterdam, North Holland, Netherlands

• Set the quarterly strategy on a company level, including high-level targets, budgeting, and resource allocation.• Managed a growing team of 40+ writers and editors, providing continuous feedback. • Collaborated with local partners, writers, and editors to create new content and improve existing content.• Managed social media presence on Instagram and Facebook with weekly posts. • Created copy for the kimkim platform that helps users navigate the product.• Laid out style guides and structure for various content types, ensuring the appropriate level of research, detail, and quality.• Monitored article quality through data analysis and provided additional editing for articles.

Amsterdam, North Holland, Netherlands

• Built and managed strong relationships between kimkim and the partner network of travel specialists based all across the world, at one point managing over 120 partnerships in 25 destinations.• Improved partners' success on kimkim by analyzing and developing their ongoing sales performance, as well as coaching and training company partners on best practices and how to use the platform and its tools.• Captured feedback and analyzed data to collaborate with the Engineering & Product teams to continuously improve the platform for its users.• Prioritized and solved problems to ensure projects stayed on track and key results were delivered on time.• Created and implemented an onboarding process for new team members and assisted in the selection of new hires.• Collaborated with local partners, writers, and editors to create new content for key destinations.

Amsterdam Area, Netherlands

• Recruited and onboarded new partners to expand and continuously improve the partner network. • Drove product adoption and partner education during the onboarding process.

Amsterdam Area, Netherlands

• Maximized revenue and utilized up-selling techniques to promote upgrades and additional services.• Analyzed next day arrivals and departures to coordinate overall operational activities.• Effectively and efficiently managed special requests, issues, and inquiries.• Collaborated with cross-functional teams to ensure guest satisfaction.

Barcelona Area, Spain

Encouraged the educational development of students on an individual basis while overcoming language barriers by teaching English in a multilingual and multicultural environment.

Elon, North Carolina

• Managed office, resident relations, and communications• Analyzed next day arrivals and departures to coordinate overall operational activities.• Performed various administrative duties such as operating phone systems, data entry, and spreadsheets. • Performed clerical duties including maintenance and organization of approximately 300 resident and housing records, as well as apartment damages and details. • Mediated problems encountered by residents and assisted community director and Residential Advisors.

Bachelor’S Degree, Psychology

Diploma Programme

St. Petersburg High School, St. Petersburg, Florida