Katherine Cross Email & Phone Number

Austin, TX, US

• Independently oversee end-to-end account onboarding and product adoption for new clients on vacation rental property management platform, ensure seamless transition from Sales to Support while personalizing each.
• Manage onboarding schedules for 20+ accounts per month using tools such as Hubspot, Velaris, Stripe, and Zendesk to coordinate client meetings for customizing product setup and training with individual account owners.
• Facilitate escalations as sole point of contact, coordinating with internal teams such as Tech, Product, Engineering, and Sales to ensure customer satisfaction and conflict resolution, help customers define success.

Austin, Texas, United States

• Achievements: Three merit pay increases for performance; three promotions with new titles; maximum score on all quarterly reviews
• Fulfilled responsibilities of Team Supervisor: Managing escalations and workload distribution, conducting daily/monthly reporting using Salesforce for team performance analysis, delivered coaching to agents with.
• Completed onboarding training and account management for high-priority clients, overseeing account setup and customization, delivering tailored training, managing integration setups (both API and non-API), setting and.
• Collaborated with: Design team on website setups using Spacecrafted and CSS to enhance site functionality and aesthetics, Digital Marketing team on social media ad creation and performance metric tracking using Canva.

Austin, Texas, United States

• Achievements: Yearly pay increases and promotions; entrusted with company funds for executive decisions on customer expense reimbursements and payments ranging from $50 to $10,000.
• Managed emergency escalation tickets by facilitating daisy chain reservation creation and modification, hotel accommodations, transportation, meals, and additional vacation rentals for stranded individuals and groups.
• Coordinated with internal teams and external companies on behalf of vacation rental travelers, property owners, and property managers on urgent timelines across global timezones to ensure traveler safety and positive.
• Made high-level decisions regarding company expenses on case-by-case basis for traveler/property owner conflict resolution.

Austin, Texas, United States

Created and sold hand-crafted jewelry. Traveled to festivals; set up and operated artist’s booth.

Assisted proposal managers with government solicitation research and proposal development. Compiled and tracked trends and solicitation data on government portals, developed compliance matrices, tracked accounting trends, created reports, and managed cloud-based company library.

Austin, Texas, United States

• Achievements: Promoted four times in 22-month period, trained multiple groups local and remote agents
• Created new and updated existing process articles, supported supervisors and managers by preparing team metrics reports, facilitating agent skill development and training, managing call queues, assigning emails.
• Collaborated with internal teams to address client escalations and utilize quality assurance data to enhance team performance through biweekly one-on-one training sessions with team members

Austin, Texas, United States

Promoted from iAnalyst, to Team Captain, to Hiring Manager, and to Application Training Specialist in a 21-month timeframe. Assisted with new hires, training, and mentoring. Created and revised company-wide training presentations, and managed analyst teams.Highlights: Assigned largest clients, staffed new skill training classes, worked directly with call.