Kaitlin Johnston, Cspo Email & Phone Number

Henderson, NV, US

Utilizing my skills to build program management experience for small businesses and independent contractors.Improved department interpersonal communication by planning and sharing outline for onboarding program and closed-loop communication processesImproved audience perspective by providing feedback on an AI and Machine Learning online courseIncreased.

Palo Alto, California, United States

Responsible for designing, developing, and delivering high-quality training programs that equip employees with the knowledge and skills needed to excel in their roles and contribute to the organization's success within a FinTech environment.-Increased customer support resolution rate from 72% to 75%, CSAT from 4.0 to 4.4, and support agent QA from 85% to.

Palo Alto, California, United States

Experienced content and knowledge management professional who led the development and implementation of a comprehensive customer experience (CX) content strategy and knowledge base to enhance self-service capabilities and improve overall customer satisfaction within a FinTech environment.-Planned and designed simultaneous content and learning projects for.

Palo Alto, California, United States

Responsible for creating and curating engaging, user-friendly content to enhance the customer and agent experience while effectively communicating cross-functionally with relevant stakeholders and product leads within a FinTech environment.-Optimized internal and external self-service success metrics by 4% by developing CX content writing style guides.

Palo Alto, California, United States

Manage company social media presence for customer support by creating support documentation, customer inquiries, and analyzing performance metrics to optimize agent efficiency within a FinTech environment.-Onboarded 23 social media support team members via virtual instructor-led and eLearning training and process documentation to support customers through.

Cedar City, Utah

Editor and committee member for small literary service agency in Southern Utah area.

Cedar City, UT

Technical Writing, Communication 4240:-Instructed 44 students across the disciplines in the practices of technical and business communication, including: Letters,instructions, proposals, and social media-Created collaborative projects to help students understandusefulness and importance of teamwork-Buildt curriculum and assessments from scratch using.

Panguitch Lake, Utah

A small tourism business in Panguitch Lake, Utah. Currently implementing a social media plan and website to see the effects of social media channels on business and brand awareness.

Cedar City, Utah

-Assisted 89 students with a variety of written work from various fields on campus during 1:1 tutoring-Presented at the 2016 Southern California Writing Tutor Conference in Santa Barbara, CA-Activities director in planning leisure activities for tutors and helping plan campus events like Pizza for Papers

Bachelor Of Arts - Ba, Creative Writing

Activities and Societies: *Writing Center Tutor *Sigma Tau Delta Vice President *SUU Writers' Guild Creator and Co-President

Master'S Degree, Professional Communication

Activities and Societies: *Graduate teaching assistant *Graduate Ambassador *Thesis focusing on social media marketing for small tourism.

Professional Certificate In Cx, Customer Experience, Certificate With Distinction

Learned and applied the ins and outs of customer experience, emphasizing the 6 Emotional Drivers of Customer Experience excellence.