Katie Medley Email & Phone Number

Denver, Co, Us

Completed Designlab's Foundations & UX Academy certifications focused on user experience and user interface design.

Remote

- Provided services in quality assurance (QA), search engine optimization (SEO), SOP development, copywriting, customer relationship management (CRM), data entry, bug triaging, inventory management, and more for early-stage tech startups, travel blogs, SaaS companies, and native app creators.

Remote

Hopper is a B2C SaaS company offering a mobile app for booking travel. This fast- growing e-commerce platform serves millions of users worldwide and has raised over $400M in funding.- Coached 13 globally distributed customer support agents on the handling of emerging issues and escalations. Team performed in top 10% while maintaining customer satisfaction score of 4.42/5, higher than department average.- Defined success metrics through KPIs and tracked team progress while communicating progress in 1on1 check-ins.- Conducted data-driven research on workflows and implemented department-wide process improvements.- Coordinated department updates to QA program by implementing changes that optimized business impact by 15%.

Remote

Pana was acquired by Coupa Software, integrating with Coupa's Business Spend Management product suite.

Remote

Pana was a B2B SaaS platform specializing in managing and booking employee and guest travel for Fortune 1,000 companies. Pana was acquired by Coupa Software in February 2021.- Managed relationships for 90+ SMB and mid-market clients at high-growth startup while maintaining a Net Promoter Score (NPS) of over 8/10. Clients included SpaceX, Zendesk, Palantir, and Koch Industries.- Served as project manager for client’s technical implementations and system integration by collecting specification requirements, developing data reporting, and translating needs into details requirements for engineering teams.- Orchestrated quarterly business reviews, product training sessions, and client check-in calls to discuss product feedback, and identify opportunities for increased product use.

Remote

- Led the creation and development of new department focused on product bug management, product testing, quality assurance, and overall operations productivity.- Collaborated cross-functionally with Product and Engineering teams using Agile methodologies to scope and prioritize product releases, feature requests, triage bugs, and adjust the product roadmap based on user feedback.- Developed troubleshooting methods for investigating technical bugs and user errors by methods of testing to verify functionality and thus increased productivity for Product and Engineering teams by 35%.- Articulated complex problems for engineers and developed solutions through the composition of product and process documentation for new features and bug resolutions.

Remote

- Promoted out of 90 agents to be one of two VIP agents to provide expertise and support to high-profile clients.- Trained new onboarding agents with methods of how to provide high-quality support.- Audited process efficiency within the Operations department and used findings to implement new processes.- Booked flight, hotel, and ground travel through custom applications and Sabre GDS platform for Fortune 1,000 companies.- Carried out invoicing and expense reconciliations for travel purchases and customer reimbursements. Provided customer service via chat and email while using problem-solving skills to resolve time-sensitive emergencies with a 5-minute SLA (Service Level Agreement) response time.

Bachelor Of Arts (B.A.), Communication And Media Studies

Activities and Societies: Lambda Pi Eta Honors Society, Cum Laude Honors, Zeta Tau Alpha, UT Dance Company, Dance Society, Dance Marathon.

Ux Design, Web Page, Digital/Multimedia And Information Resources Design

- Completed two UX Design certifications, totaling 560+ hours, focused on comprehensive UX/UI principles. - Gained expertise in user.

Tefl Certificate, Teaching English As A Second Langue

130-hour intensive teacher training course. Fourteen hours of business and adult teaching practice.

Communications & Media Studies

Study abroad semester in Rome, Italy.