Katherine Liao Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

> Support team in ongoing technology improvement projects and integrating users into new platforms> Act as main point of contact between engineering teams and stakeholders, and vendors as needed> Translates customer needs by acting as “voice of the customer” to improve customer experience during technology transitions

Boston, Ma, Us

• Partner with stakeholders and business owners to identify pain points and create solutions for better support from the Technology Solutions Group> Create new workflows, and updating existing processes as needed, to increase efficiency and cut down on lead time of support requests> Streamline automation of onboarding workflows of contingent employee types to allow for better identification, standardized formats, and to meet security requirements• Manage end to end technical product solutions, develop launch plans, and ensure on-time delivery> Maintain strong relationship with engineers, troubleshoot and test deliverable to fully digest and understand the product to support roll out> Serve as the voice of the customer during all testing stages by providing “answer first” and guided documentation

Boston, Ma, Us

• Led large scale projects to directly support the goals of the department> Oversaw company migration of mobile email platform over the span of 10 months, by leading intro calls to global Help Desks, maintaining project timeline on SmartSheets, and creating and managing communication workflows to all offices• Developed business case documentation for software products, providing an overview, details of benefits, and recommendations

• Managed small to medium scale projects to assist with improving business strategy and growth as well as ensuring current methods are cost effective> Established and revamped Warm Handoff process to improve communication between sales representatives and 1,300+ customers monthly> Led Promotions Calendar project to establish better visibility and a knowledge hub spot for our sales team into ongoing and upcoming promotions• Supported strategic projects and pilots by utilizing SQL and Excel to provide analytical insight• Developed process and led implementation of strategic projects to optimize workflow and customer experience

• Utilized Excel and SQL to establish foundation for a “one source of truth” reporting used by Directors and managers• Managed and led Data Capture pilot to assist in determining bandwidth of Offshore Team and necessary sourcing• Developed process and led implementation of strategic projects to optimize workflow and customer experience

• Analyzed day-to-day B2B sales operation data to aid compensation plan project• Utilized SQL, PivotTables, and Salesforce to create just in time reporting to analyze sales team productivity• Prepared and managed refreshable reports and dashboards to track metrics for Onboarding Team Project

St. Louis, Mo, Us

• Resolved customer service issues to increase satisfaction from somewhat to completely satisfied• Expedited documentation and process to assure customer needs were met in a timely manner• Generated an additional $18 per car in sales revenue through clear descriptions of coverage products• Assist in training colleagues for the usage of computer systems and processes

Boston, Ma, Us

• Organize and host events on campus to increase awareness of ZTE brand• Create weekly marketing plans• Build a strong social media presence for ZTE, including Twitter and Instagram

Los Angeles, Us

• Increase awareness on campus of products each month by 10%• Coordinate weekly objectives, meetings, and goals among a team of 5• Lead, plan, execute, and monitor team results

Boston, Massachusetts, Us

• Identify U.S. and non-U.S. transactions from various Investment Managers/Clients before routing trades to respective processing areas• Assist in developing more efficient and productive authentication methods through Excel• Oversee daily updates of confidential documents

• Managed and prioritized customers to ensure the best service from the start to end• Maintained bar layout while attending to customers seated at the bar• Recorded reservation using in-restaurant system in conjunction with OpenTable

Boston, Massachusetts, Us

As a global services intern, some duties I had included archiving files, completing paperwork and documenting files for future reverence. As a daily task, I completed and responded to emails in process and created daily reports which included tasks that were required to be completed by the end of that business day. Some of my main assignments and projects were creating trade requests for different countries and banks.

Columbus, Ohio, Us

Bachelors Degree (Bba/Bs), Management Information Systems, General

Business Administration And Management, General

Education record