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 event attendance by 61% by planning and promoting activities for a small religious organization

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 91% by creating and leading a communication and soft skills Train the Trainer for 600+ international BPO support agents -Enhanced… Show more 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 91% by creating and leading a communication and soft skills Train the Trainer for 600+ international BPO support agents -Enhanced training and content organization to improve agent self-serviceability by making content easier to access -Improved efficiency 4%, by developing a tagging structure to tie eLearning lessons (300+) with contact drivers to ensure accurate updates-Identified and filled training gaps through strategic improvements by conducting a training program audit including: -Restructured onboarding to improve product knowledge 12% by organizing content based on highest to lowest contact drivers while also aligning with support agent cognitive load -Adopted program metrics to ensure average pass rate of 80% and align learning objectives with department goals of increased resolution rate, decreased ticket handle time, improved CSAT, and accurate QA scores.-Outlined strategy for learner badges and certifications to support learner gamification and improve product knowledge retention for ESL learners.-Met 95% product enablement for customer support agents by aligning program expectations and timelines with product launches and updates in order to support customers Show less

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 3 product launches, 12+ experiments, 5 features, and a company rebrand using agile methods to meet tight deadlines-Managed… Show more 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 3 product launches, 12+ experiments, 5 features, and a company rebrand using agile methods to meet tight deadlines-Managed content for continuous product updates by owning and maintaining extensive databases of macros/shortcuts, eLearnings, internal articles, and external FAQs-Saved the company over $20,000 annually by negotiating a 2-year LMS contract that addressed learning and strategy needs and managing vendor relationships-Transformed technical product documentation into user-friendly internal and external materials to align with company expectations and improved customer comprehension and self-serviceability -Developed and ran knowledge-base coaching program to onboard knowledge workers and domain experts to support and maintain a knowledge base of 4500+ content pieces-Promoted a cost savings of $3 million+ in content writer and training salaries and tool access by onboarding 20 CX specialist team members as knowledge domain experts to maintain and develop content to support agent and customer self-serviceability-Improved customer and agent self-serviceability and decreased agent handle time 3% by enhancing knowledge base search engine optimization (SEO) and article tagging-Average monthly support cost savings of $18,000 by promoting self-service content via chat support and help center bot interactions-Improved article and training accuracy 12% by implementing an Article Excellence Assessment program based on KCS methodology-Collaborated extensively with product and compliance teams Show less

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 emphasizing SEO to populate accurate results and formatting for mobile devices-Improved knowledge and training content quality by… Show more 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 emphasizing SEO to populate accurate results and formatting for mobile devices-Improved knowledge and training content quality by identifying customer pain points through mixed method qualitative and quantitative BBB and CFPB feedback analysis and KB and LMS metrics focusing on clarifying process steps and product information -Decreased agent handle time 7% by overhauling and removing 2500+ outdated content pieces and updating remaining content to increase agent self service successes-Developed content request and update process to promote inter-departmental collaboration to better track work, meet deadlines, and share project status, specifically for product and compliance teams Show less

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 official social media channels-Built metrics dashboards, team procedures, and canned responses for new social media CRM and… Show more 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 official social media channels-Built metrics dashboards, team procedures, and canned responses for new social media CRM and trained 23 social media agents on technology platform best practices-Constructed and published 50+ knowledge base and help center articles passing Article Excellence Assessment with average of 99% by coaching 3 peers on KCS best practices-Collaborated with cross functional teams to execute new documentation for policy, product updates, and new brand language for FAQs, chat shortcuts, and company website copy-Communicated social media comment trends to marketing and brand teams to improve company marketing and advertising strategies -Decreased agent SLA from 120 minutes to 60 minutes by documenting customer support processes and expectations for agent self-serviceability Show less

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 Canvas LMS to host resources, lectures, assignments, and syllabi -Instructed an online-only course during the… Show more 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 Canvas LMS to host resources, lectures, assignments, and syllabi -Instructed an online-only course during the summerWriting for Communication, Communication 1130:-Instructed 29 students in the practices of communication writing, including: Academic, social media, strategic, media, and professional practices-Constructed collaborative hands-on projects for students to improve professional writing skills-Buildt curriculum and assessments from scratch using Canvas LMS to host resources, lectures, assignments, and syllabi -Instructed an online-only course during the summerIntroduction to Speech and Presentation, Communication 1010:-Instructed 184 students, facilitating creative lesson plans focused on speech and presentation-Worked with students to improve communication understanding and techniques, focusing on speech/presentation improvement-Buildt curriculum and assessments from scratch using Canvas LMS to host resources, lectures, assignments, and syllabi Show less

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.