Katelyn Mackenzie Email and Phone Number
Katelyn Mackenzie's Location
Tampa, Florida, United States, United States
Katelyn Mackenzie's Contact Details
Katelyn Mackenzie work email
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Katelyn Mackenzie personal email
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Katelyn Mackenzie phone numbers
About Katelyn Mackenzie
I am a leader who enjoys using analytics to tell the customer’s story. Having the ability to collaborate with other business units and stakeholders to use actionable insights to create a positive impact is what drives me. Always learning by using new ideas and technologies to strengthen my career. I truly enjoy working for a company that innovates and drives positive change.
Katelyn Mackenzie's Current Company Details
Katelyn Mackenzie Work Experience Details
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Enterprise Customer Insights Senior ManagerGlobal Payments Inc. Jul 2018 - PresentAtlanta, Georgia, UsGlobal CX platform Program Manager, collecting data from different sources to allow for a concise Voice of Customer strategic planning with regional stakeholders, sales organizations, SVP of support, and EVP of Worldwide Operations. Creating the outside view of the company along with key impacts from our customer satisfaction feedback to align strategies.- Manage a global team that is empowered to make the VOC heard by identifying key trends and steering the business's focus, supporting sales and stakeholders alike.- Use AI to generate text analytics and alert-based feedback to build a closed-loop strategy with the contact center and sales offices for customer retention.- Collaborate monthly with senior and regional leadership to align strategies and identify gaps within contact centers to improve customer experience.- Liaison between our internal application development team and Medallia for Salesforce integration to automate incident-based surveys. Continue to improve and scale our reach by staying up to date with business technical service’s user flow.- Increased incident-based survey responses by 130% using Medallia and developing best practices for email surveys.- Improved a region’s Net Promoter Score from -20 to +30 over a year by raising VOC and KPI awareness to senior leadership and enforcing closed-loop practices.- Using analytics to narrate overall customer experience for regional business leaders.- Building a CX program around GDPR and other international privacy and data laws
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Social Engagement And Support Associate ManagerActive Network, Llc Jun 2017 - Jul 2018Plano, Tx, UsLed a Global Social Support and Knowledge Service Center team with a focus on brand recognition by engaging with customers through social channels using enterprise software. Worked cross-functionally to build internal awareness of topic trends to make a strong push for developing new strategies to retain and empower our partners.- Built an ROI portfolio with a savings of 71% for support handled through social compared to traditional support, an average handle time below 3 minutes, and improved our overall time to respond from 55 to 17 minutes. - Created a more human and engaging approach for customers by focusing on training, voice and tone, and updating policies, which resulted in an 82% de-escalation rate. - Worked cross-functionally with marketing to improve content and created escalation processes with Account Management.- Pioneered a Support Forum business case by collaborating with stakeholders and creating the customer journey within the forum. Sourced platforms that would meet budget and specifications. -
Community ManagerPurple, Rock, Scissors Jun 2016 - Jan 2018Orlando, Fl, UsBuilt a community of businesses that leveraged PRPL’s business knowledge. PRPL Academy was created to help grow the local business and tech community through education and skills development with monthly lunch and learn events.- Created an event strategy for PRPL Academy that resulted in a 30% increase in retention. Built an online community strategy for expanding PRPL Academy further than local reach and created an advocacy program for organic growth. - Curated community events to help boost our image in the tech community; Open Studio Night which helped explore the world of VR. PRPL Social, a targeted event to secure relationships with possible leads and to create strategic partnerships with other local businesses.- I worked with our Director of Growth and Director of Partnerships to create relationships with key businesses. Brought them to targeted tech community events and utilized my local network which resulted in 3 prospective deals for PPRL within 3 months. -
Community Outreach Associate - MarketingTech Edventures Feb 2017 - Jun 2017Created a marketing plan to scale customer base and collaboration with schools. Was the face of Customer Relations and built long-term clients with strategic programs and efforts directed to helping children learn coding and robotics. Understanding conversion factors to adjust marketing budget for digital and print efforts.- Used Google Analytics, past customer history, and Facebook Insights to understand customer behavior and create strategies on conversion.Strategized and updated social media efforts to continue to drive site traffic.- Created an event setup for all PTA and Vendor fairs to drive branding efforts and customer acquisition. -
Community Manager - VolunteerOrlando Developer Community Jul 2015 - Nov 2016- Helped revamp the community structure for an existing slack group. Created a more friendly environment for other developers.- Helped grow the slack group organically from 300 members to over 1200 within one year. While keeping the integrity of the group.- Co-Organized the Orlando Developer meetup with an average monthly attendance of 70 people. Managed the logistics and built the event strategy along with sponsorships and assisting other meetups within the dev community. - Co-Organized Angular 2.0 and React hack nights both over 70 people participating and sourced sponsorships of over $5,000 each.
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Community ManagerNeoreach Feb 2016 - Jun 2016San Francisco, California, Us- Worked mainly with internal culture while running the initial interview process for hiring new developers. Using Lever as the database for applicants and as our interview process.- Organized and hosted a MEAN stack hack night with over 50 attendees to help boost their presence and gain access to possible new hires. Along with sponsoring targeted events to help with the hiring efforts -
Community ManagerCloudspace Sep 2014 - Dec 2015Created an event strategy to organize and host 4 monthly offline meetups; University Tech Meetups. University Javascript reached over 600 members within one year and had an average attendance of 70 developers. - Built an online following using Facebook, Twitter, Orlando Dev Slack, and Meetup to help organically gain and retain members. - One of the first Orlando developer meetups to Livestream and host on youtube using wirecast for those who could not attend.- Brand ambassador for Cloudspace by attending events and conferences. Sponsored organizations like Orlando Tech Association. - Joined the Volunteer and Events Committee for the Orlando Tech Association. - Guided the strategy for a marketing plan that would assist the sales team with a more branded approach. Mass email campaigns using Salesforce and Data.com, along with writing and proofreading technical blogs. -
Community DirectorColab Orlando Oct 2013 - Aug 2014Orlando, Fl, Us- Managed leasing out short term office space and coworking desks to startups and emerging companies- Curated the internal community by hosting networking events to show value for being a member.- Grew CoLab’s member base by 40% as a brand ambassador in the tech startup community.Managed all social media platforms (Facebook, Twitter, and Instagram). -
Administrative/Marketing AssistantCorerx, Inc. Feb 2011 - May 2012Clearwater, Fl, Us
Katelyn Mackenzie Skills
Social Media
Social Media Marketing
Marketing
Social Networking
Event Planning
Management
Microsoft Office
Wordpress
Online Marketing
Start Ups
Marketing Strategy
Public Speaking
Customer Service
Networking
Advertising
Coordinating Events
Sales
Team Management
Community Management
Community Development
Revit
Project Coordination
Autocad Architecture
Search Engine Optimization
Community Outreach
Katelyn Mackenzie Education Details
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Southern New Hampshire UniversityMarketing/Marketing Management -
Valencia CollegeArchitecture
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Valencia CollegeArchitectural Drafting And Architectural Cad/Cadd
Frequently Asked Questions about Katelyn Mackenzie
What company does Katelyn Mackenzie work for?
Katelyn Mackenzie works for Global Payments Inc.
What is Katelyn Mackenzie's role at the current company?
Katelyn Mackenzie's current role is Enterprise Customer Insights Senior Manager - Global Payments.
What is Katelyn Mackenzie's email address?
Katelyn Mackenzie's email address is ka****@****nts.com
What is Katelyn Mackenzie's direct phone number?
Katelyn Mackenzie's direct phone number is +185022*****
What schools did Katelyn Mackenzie attend?
Katelyn Mackenzie attended Southern New Hampshire University, Valencia College, Valencia College.
What are some of Katelyn Mackenzie's interests?
Katelyn Mackenzie has interest in Animal Welfare, Science And Technology, Arts And Culture.
What skills is Katelyn Mackenzie known for?
Katelyn Mackenzie has skills like Social Media, Social Media Marketing, Marketing, Social Networking, Event Planning, Management, Microsoft Office, Wordpress, Online Marketing, Start Ups, Marketing Strategy, Public Speaking.
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