Katie Silver Email & Phone Number

Austin, Texas, United States

Sydney, NSW, AU

• Enabling developers to do the best work of their lives with Compass, our developer experience platform.
• Took Compass from 0 to 1; joined when the product was in closed alpha and shepherded it to a successful GA two years later.

Sydney, NSW, AU

• (in Austin): Compass - mission control for distributed software architecture
• (in Sydney): Commerce (orders, promotions and subscriptions - billing engine for SaaS products)
• (in Austin): Customer Support Technology (internal support issue management, customer/reseller journeys to self-help and technical support)

Sydney, NSW, AU

• Change Management specialist, with a focus on systems, processes, and organizational structure changes for internal sales and support teams.
• Strategically plan and implement the above changes. This includes root cause analysis, envisioning sessions, reviewing with both stakeholders and technical teams, writing user stories, collaborating with developers.
• Prioritize internal requests based on value and company goals for the development roadmap. Facilitate practical compromises to move projects forward.
• Troubleshoot bugs and implement small changes as a Jira admin.
• Work closely with Sales Operations and Sales Support leadership to develop OKRs and KPIs.
• Extensive knowledge of JIRA Service Desk, Confluence, and internal tools for billing, account management and CRM. Moderate Salesforce experience.

Sydney, NSW, AU

• Manage team of 7-14 Customer Advocates, focusing on individual development and cultivating internal motivation. Collaborate with leads across the globe to promote knowledge sharing and align on best practices.
• Track support metrics on a weekly, monthly and quarterly basis. Determine operational drivers for NPS and CSAT and implement strategies to improve.
• Review cases for quality of execution, and analyze customer feedback for opportunities for business-wide improvement. Coach Advocates on areas of growth, and help to provide opportunities to showcase success.
• Coordinate change management for Advocate teams (along with cross-functional stakeholders), utilizing strong organizational skills, clear communication, and a closed feedback loop.
• Collaborate with IT teams to drive process and technology improvements for the Customer Advocate team (JIRA Service Desk and in-house tools). Create requirements for and participate in user acceptance testing for the.
• Coordinate with other teams in the sales support organization to prioritise tools requests through data-driven decision making.

Sydney, NSW, AU

• Assists customers with billing and licensing inquiries, along with basic technical and product questions, while meeting all SLAs and maintaining CSAT score of over 93.3.
• Created and implemented CA Escalation Process, and handles escalated customer issues.
• Wrote, structured and piloted Case Review process to improve capacity and quality of support within the CA team. Currently working with Org Dev to implement globally.
• Coordinated implementation of Cisco phones rollout and user acceptance testing for new support portal, along with determining requirements beforehand for both systems.
• Consistently advocates for improvements to processes and policies to best serve customers efficiently and effectively.

London, London, GB

• Led and hired new staff for the Coordination team, with five direct reports and a seasonal staff of 13.
• Created and maintained schedules for cleaning teams and field techs while utilizing on-the-line decision making and risk-management skills.
• Analyzed and restructured business processes and team responsibility to allow for maximum efficiency and specialization.
• Created forecasting model in Excel to predict staffing levels.
• QA-ed and user tested new tools pre- and post-launch.
• Reduced cost lines by 41% per guest stay through root-cause analysis of overspend.

London, London, GB

• Supervised the customer service line and handled escalated guest and host issues.
• Implemented and improved upon process-management systems to track ongoing issues.
• Trained new hires on language, internal tools, and on approaching a difficult service role with empathy.
• Encouraged creative and critical thinking to maintain valuable client relationships with limited resources.

London, London, GB

• Provided exceptional customer service to guests and hosts of onefinestay.
• Developed an encyclopedic knowledge of our 500+ New York City homes and internal tools.
• Created reference guides and training materials for use in onboarding.

New York, NY, US

• Work one-on-one in session with elementary, middle, and high school students on a variety of subjects.
• Subjects include SAT, ACT, ISEE, SSAT, CTP, and other test prep, and academic classes including but not limited to Algebra 1 and 2, Geometry, Pre-Calculus and Calculus.
• Research, write and edit curriculum for test prep students, including the training materials used by all SAT Math students and practice tests for SAT II Math 2 prep.
• Work with parents, program directors and students to develop personalized and intuitive programs that utilize individual students' learning processes.

• Managed distribution of theatrical promotional materials, including one sheets, 35mm and digital trailers, postcards, screeners, and projection discs.
• Maintained Kino Lorber screening database in 4D and on website, along with Google Docs for shipments of promotional materials.
• Selected clips from yet-to-be-released films and wrote promotional copy for postcards and press releases.

Middletown, CT, US

• At the Wesleyan Career Center, consulted with students about writing resumes and cover letters, researching job and internship opportunities, and other career decisions.
• Brainstormed and implemented strategies to increase Career Center's visibility through social networking and relevant, interesting programming.
• Underwent yearly week-long training in counseling, career advising and document writing and formatting before each school year.

Austin, TX, US

• Assisted Festival Producer with administrative tasks, such as entering films screened at festival into FileMaker database and organizing contacts for festival party invitations, among others.
• Organized and update 2012 submissions databases and schedules as needed
• Screened features submitted for consideration and rate according to qualifications
• Served as Juror Liason for 2012 festival, assisting all shorts jurors and supervising the viewing, voting and awards presenting processes

• Researched current laws, new bills and lawsuits, and other issues related to state-run women’s health initiatives in Texas
• Drafted and updated informational flyers, emails and the NPCT website with a “For Students” focus
• Contacted sustainers via email, phone and while tabling at events about fundraising projects, volunteer opportunities and other NPCT news
• Revised donor database for yearly silent auction and helped Development Director seek contributions

Austin, TX, US

• Volunteered at SXSW 2010 and 2011 in the Alamo Drafthouse South Lamar venue.
• Managed crowds and distributed information to festival attendees and participants.
• Supervised and escorted filmmakers and industry professionals.

• Assigned as production intern to an independent feature budgeted at over $5 million.
• Represented the office production team on set and coordinated exchanges between producers and technical teams.
• Supported Production Coordinator and Production Supervisor with general office and runner duties.

Interlochen, MI, US

• Filmed campers in artistic environments (classes, concerts and performances).
• Edited promotional videos for the Interlochen Arts Camp website and compiled footage and completed work into databases.

Bachelor Of Arts, Double Major In Film Studies And Mathematics

Product Management Certification

Education record