Katie Macdonald Email & Phone Number

Boston, Massachusetts, United States

Tier I Support- Efficiently addressed the velocity motion of 20+ tickets daily, achieving a remarkable 100% Customer Satisfaction (CSAT) rating- Facilitated seamless knowledge exchange within Product and Support Slack channels.- Beyond my primary responsibilities, spearheaded Promo Services projects for our customers, managing an accumulated Annual Recurring Revenue (ARR) exceeding $500k.Tier II Support- Assisted in the resolution of integration tickets for Salesforce, Marketo, HubSpot, and Outreach, contributing to the smooth functioning of diverse platforms.- Filed clear and concise JIRAs: bug reports for review by the Engineering Team; operations requests for review by the Operations Team; and feature requests for review by the Product Team.Onboarding Support- Provided immediate and effective real-time support during customer-facing Onboarding calls, ensuring a seamless transition and positive client experience.

Elizabeth Smith Elementary, Mansfield Tx

Knowledge Management- Conducted ongoing visual and auditory reviews of educational content to measure its effectiveness with regard to student success, knowledge retention, content understanding, and presentation style- Developed educational content with a particular focus on ensuring that complex learning material could be understood by students across a broad array of learning styles, grade levels, and developmental abilities Content Strategy- Reviewed content cross-organizationally with subject matter experts in special education to ensure planned content meets accessibility and accommodation standards in accordance with our student's Individual Education Plans Communication- Presented 6 hours of daily, differentiated, and engaging in-person educational content to an audience of varying ages and aptitudes, ranging from Kindergarten (5-6 years old) to 4th grade (9-10 years old)- Produced high-quality audio and video resources to provide asynchronous learning opportunities Project Management- Managed and facilitated the professional development and accomplishments of my direct reports, including student teachers, teacher's aide(s), and school volunteers- Served on various, specialized campus committees to take a data-driven approach to school-wide culture, policies, and procedures

Cj & Anne Hyman Elementary, Duncanville Tx

Knowledge Management- Compiled, maintained, and filed all reporting, records, data, and other documentation required to account for every student enrolled at the school- Assisted in the selection and acquisition of additional resources -- such as instruments, books, equipment, and other instructional materials -- in order to maximize the impact of our content strategy.Content Strategy- Engaged other educators on-campus to support general education learning and vertical alignment across grade levels and through enrichment class content- Worked closely with other fine arts staff across the district to ensure the scope and sequence of our content strategy was aligned district-wideCommunication- Presented 6 hours of daily, differentiated, and engaging in-person educational content to an audience of varying ages and aptitudes, ranging from Kindergarten (5-6 years old) to 4th grade (9-10 years old)- Scheduled and facilitated conferences with parents, students, and other key stakeholders of student success with a focus on empathizing with any concerns and improving student outcomesProject Management- Managed and facilitated the professional development and accomplishments of my direct reports, including student teachers, teacher's aide(s), and school volunteers- Served on various, specialized campus committees to take a data-driven approach to school-wide culture, policies, and procedures