Kathryn Abbott Email & Phone Number

Austin, Texas, United States

KaiNexus is a continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading organizations in every industry to engage more people in improvement for an accelerated rate of change and maximum impact. By leveraging KaiNexus, companies gain the essential reporting and visibility needed to make better continuous improvement decisions. The comprehensive platform simplifies improvement by centralizing everything from strategy to projects, ideas to recognition program, and incidents to huddles, all in one place. No matter where you’re at in your improvement journey, KaiNexus is the solution to help drive improvement at scale.

Oversaw customer relationships for set book of business, drove experience, adoption, and renewal for 9+ mid to large Enterprise-level accounts. Explored possible service additions to further improve client retention.● Analyzed mobility client contract terms to interpret charges and fees and recognize credits due based on SLA misses or errors, resulting in $4K+ owed each month.● Created and documented corporate policies for order placement, help desk procedures, and processes, enhancing processing time and overall experience.● Delivered and presented metrics, examined results and answered questions, and hosted StrategicBusiness Reviews, analyzing quarterly wins and misses to drive customer engagement.● Collaborated with internal teams and clients to develop and execute project plans that added andsupported additional products and services (logistics, procurement, help desk, cloud)● Addressed escalations with internal teams and found root causes, presenting findings to clients, andassuring clients’ issues fully resolved.

Austin, Texas, United States

Maintained relationship with Caesars Entertainment to improve experience and resolve issues with internal teams and third-party SaaS company on client behalf. Partnered with SaaS company to assess workflow for corporate strategies and policies and amended items within system to enhance client experience.● Built stronger partnership with Caesars as Mobile Administrator by responding to questions from end users and VPs and approving orders and requests on company’s behalf.● Monitored 800 orders monthly, resolving issues, answering process questions, and ensuring timely, accurate client transaction processing to exceed SLAs.● Examined mobility carrier invoices, verifying proper department cost allocations.● Enforced corporate policies for orders and processes and developed / implemented project plans (bulk orders, implementations, software refreshes), helping client reduce expenses.● Supplied and presented procurement and help desk metrics to Caesars, discussed results, and replied to questions around those metrics quarterly, driving engagement and displaying ROI

Las Vegas, Nevada

Preserved and improved relationship with Caesars Entertainment. Supported on-site staff and worked with teams to guarantee Mobility’s needs were met. Advocated internally to drive customer satisfaction.● Created training documents and provided engaging, informative, well-organized presentations, showing savings, contractual metrics, and ROI.● Communicated charges to individual departments via email and phone, confirming department headscomprehended charges and allowing budget planning to commence.● Strategized and enforced corporate order and process policies and established and executed project standards and plans, minimizing company exposure and risk (off-boarding processes, inactive device processes), resulting in abundant client savings.● Monitored 750 transactions monthly, verifying quick and accurate transaction processing in accordance with contractual SLAs, resolving order / carrier issues, and processing client, vendor, and internal team questions.● Maintained catalog of devices and plans, including configurations, availabilities, and coding for appearance of catalog with regular reviews, guaranteeing accurate inventory and adherence to corporate policy.

Austin Tx

Managed 2 leads and 5+ additional resources. Assembled team to resolve escalated matters from clients and internal groups. Assisted client facing teams with vendor escalations. Addressed personnel issues for team, including conflict resolution and HR escalation.● Devised metric-based processes to track team progress and amended existing procedures to streamline workflow and escalation turnaround time, improving team success and interaction between groups.● Collaborated with management and lead procurement during internal bi-weekly strategy meetings, overseeing progress of teams and acknowledging adjustments to drive customer experience.● Responded to escalations from management, working through to resolutions daily. o Developed and recommended strategies to avoid issue reoccurrences, minimizing unnecessary escalations.● Ensured weekly goal / metric achievement by running reports and comparing with leadership expectations. o Documented metrics not met through performance improvement plans or HR decisions, taking corrective action when necessary.● Provided weekly and monthly reporting and performance notes to managers on team progress, recommending metric and resource improvements.

Austin, Texas

• Operated as the single point of contact for all Tangoe proprietary client catalogs and orders• Ensured that client transactions were processed timely and accurately• Fostered relationships with each carrier and client account management team• Defined and published customer procurement operating procedures• Monitored the status of customer orders and procurement services• Maintained customer rate plan and device catalogs• Configured procurement functionality and trained external fulfillers on the updated SOPs• Assisted Billing Analysts with device discovery projects

Austin, Texas

• Appointed as the dedicated fulfiller for high profile clients• Submitted orders for clients in a timely manner before they reach the set SLA deadlines while ensuring that the orders are also submitted accurately• Collaborated with teams to maintain and increase accuracy and metrics• Interacted with exterior carrier representatives and internal representatives to ensure that all information was correct in client portals and catalogs• Reached out to end users and carriers to resolve order placement and fulfillment issues• Managed the queue times and status of client orders• Provided assistance for ordering queues across all catalogs and catalogs carriers