Katie Rinke Email & Phone Number

Lincoln, NE, US

Northbrook, IL, US

Chicago, IL, US

• Assisted with projects focused on aligning client and internal goals, bringing data-driven actionable insights, and driving continuous improvement. Co-led teams through analysis and adoption process, identifying.
• Generated revenue resulting from performing deep dives into focus areas and providing recommendations to clients.
• Acted as migration consultant between operations and tech teams to support transition from legacy project tracking software to Jira project tracking.
• Completed root cause analysis for inbound calls with findings assisting machine learning and improving self-serve capabilities.

Northbrook, IL, US

• Managed Extra Hands concierge team, experienced team dedicated to assisting regional leads, exclusive agents, and marketing support with questions about Extra Hands services. Led campaign development and enhancement.
• Managed concierge team, leveraging Continuous Improvement methodology to develop and execute process standardization and improvement, creating increased efficiency and value.
• Established goals and KPI reporting for Concierge team, allowing for a better understanding of team performance.
• Utilized change management strategies to guide team through organization and process changes, resulting in improved employee engagement and team performance.
• Launched and supported closed loop feedback program, identifying customer pain points, and achieving month over month improvement in customer experience.
• Designed, developed, and launched policy onboarding assistance calls, number one enrolled Extra Hands service in 2020.

Northbrook, IL, US

• Supported regional teams and the agency force in improving the customer experience through consultation, education, and communication. Supported home office employees in understanding and improving the customer.
• Created presentations to share with regional partners and agents providing customer experience results, using data analytics to identify opportunities and best practices for improvement.
• Coordinated and produced workshops for leaders and national forums, achieving goal to engage and educate agencies on customer experience.
• Developed and led training and education for business units and regional teams to drive change, engage and educate employees on customer experience.
• Led communication efforts in partnership with corporate relations.
• Facilitated meetings, coordinated reporting, and created milestone status updates on auto service customer journey work, resulting in prioritized list of initiatives to improve customer self-service.

Lincoln, NE, US

Led an experienced team of front-line employees handling special processes within the department. Managed workflow to help ensure productivity and quality standards were achieved. Provided continuous coaching and mentoring of direct reports to help achieve overall goals. Communicated information clearly to direct reports, peers, and other leaders in both.

Lincoln, NE, US

Created and maintained program to monitor and improve gain / loss on variable policies within Image and Mail COE. Collaborated on several process improvement projects to increase efficiency and accuracy within Image and Mail COE.

Rosemont, IL, US

Bloomington, Illinois, US