Kati Sessions Email & Phone Number

Greater Seattle Area

Led decision-making on BPO strategy, which included negotiating policies and contracts with various offshore vendors, as well as establishing and analyzing key performance metrics for offshore teams, ensuring optimal performance and alignment with organizational goals and KPIs.Built full offshore team from the ground up, including determination of headcount and shift needs based on business requirements, interviewing and onboarding, and allocation of resources across multiple teams.Led multiple projects, including implementation of AI and automation of processes. Outlined project roadmaps, designated tasks, ensured timely updates across cross-functional teams, and delivered outstanding results.Designed and implemented the comprehensive training and development program for offshore teams, including creation of dynamic training modules and execution of continuous learning plans, with outstanding results in terms of team capability.Directed process improvement initiatives, including setting strategic cadence for gathering and actioning feedback across teams, and building out dashboards for analyzing data to recommend and implement operational changes, resulting in increased efficiency and streamlined workflows.

Seattle, Washington, United States

Brought magic to the Christmas experience at Santa Lane for hundreds of families.

-Managed operations for 29 different accounts, from a top five account to smaller accounts with high obtainable market share. Drove improvements in efficiency, analyzing data and identifying opportunities to refine product and process at high levels, resulting in huge wins in increased automation and error reduction. Established OKRs and stretch goals for team.-Worked collaboratively with program and engineering teams on transitioning organization to new CRM software (Salesforce), including designing user workflows, assembling reports and dashboards for real-time case monitoring, writing training documents and scripts, and proposing improvements to system logic and interfaces.-Traveled out of country to train and gather feedback from offshore vendor teams, establishing greater relationships and aligning onshore and offshore teams on company goals and strategies.

Seattle, Washington, United States

-Lead a diverse team of specialists, engaging in coaching conversations around various efficiency KPIs, as well as assigning projects and audits using SMART goals to continue to grow acumen and challenge the team.-Partnered closely with program and product managers to collaborate on design and implementation of new processes, piloting new workflows to identify weaknesses and acting as liaison between operations team and program/product teams.-Drove automation updates on key account, bringing working time per shipment to company all-time low and delighting clients with improved service.

Seattle, Washington, United States

-Customer Experience lead for one of company’s key accounts. Subject matter expert responsible for taking point on quality audits, process improvements, coaching and training teammates, and working side-by-side with customers and vendors to ensure operational success.-Navigated team through huge contract win (YoY volume increased 732%) that led to incredibly high customer satisfaction and multiple process and product upgrades-Planned and initiated task transfers for team, including rewriting SOPs, training new teams, setting up feedback documents and office hours, and owning communication channels for issue resolution-Facilitated multiple development sessions alongside Training team, led training sessions for all CX tiers (L1 through L4), and partnered closely with L&D team to both assist in developing new training opportunities, and improve existing courses to ensure high impact and successful engagement

Seattle, Washington, United States

-Supervisor for daily operations, including handling escalated situations, building out process improvements, recognizing and correcting problematic trends, and finalizing compensation for customers. -Appointed subject matter expert for multiple accounts and processes, taking ownership of continuously improving SOPs, building relationships with vendors and customers, and responding to questions from other stakeholders and teams-Worked through multiple ticket queues at any given time, including inbound escalations from associates via phone, quality and compliance follow ups via email, updating logistics for high value loads, and reporting for account managers and other teammates-Team trainer/mentor, leading onboarding and training for new hires across offices and tiers in order to meet headcount and improve team performance

Kent, Washington, United States

Food and beverage preparation, customer service, retail and culinary operations

Seattle, Washington

Owned updating advertisements for clients through Google Ad Manager, Facebook Ad Manager, etc to improve impact, increase ROI, and promote self-branding

Seattle, Washington, United States

Transitioned to more project-based work owning pilot project operations, coordinating with other stakeholders to brainstorm solutions and process improvements, and owning outreach to highest-paying VIP customers when it came to managing tens of millions of dollars of financial transactions.

Seattle, Washington, United States

Started as a billing coordinator, worked through a daily dashboard of outreach cases, inbound calls and emails, and operations maintaining financial accounts for customers.

Seattle, Wa

-Promoted to leasing specialist for the region, assisting leasing agents with showing homes, walking residents through leases, and assisting with maintenance requests, mail distribution, and other operations tasks-Stepped in as interim assistant community director of a property, which included end-of-month accounting reports, working with residents on lease violations and evictions, coordination with county government on Section 8 Housing and other residency programs, managing vendors, and other management tasks

Seattle, Washington, United States

Started as concierge for newly-opened luxury high-rise in downtown Seattle, served as liaison between residents and management, planning and executing resident events, handling after-hours escalations, and providing support and a cheerful face for residents

Orlando, Florida Area

Worked both front and back-of-house for a boutique chocolate shoppe, which included sales and customer service, baking and other kitchen operations, special order filling, recipe brainstorming, and shift closing duties

Orlando, Florida, United States

Shift captain for events including fireworks spectaculars, which involved task assignments for a crew of associates, maintaining safety in pyrotechnics areas, and crowd control. Assisted guests daily with planning FastPasses, best ways to enjoy attractions and shows. locating merchandise and food options, and creating the magic.

Orlando, Florida Area

Educator & Animal Ambassador, September 2015-December 2016. Presented, fed, and transported animals. Guided a variety of tours. Staffed exhibits, giving speeches and answering guest questions. Served as guide for special guests such as Make-A-Wish families and VIPs.

Beaver Dam, Wi

-Managed social media and advertising accounts, including content creation, ROI tracking, and review responses-Acquired potential clients through phone outreach, trade show representation, and online advertisement campaign design-Tracked project finances and staffing, including billing outreach to clients, support for sales associates, and reporting on costs and revenues

College Station, Tx

Digital Media Executive, February-July 2014. Acquired and managed clients. Developed and implemented advertising strategies for small- to medium- sized businesses. Specialized in digital and print marketing, including social media management, webpage optimization, demographic targeting, and results tracking.

Bryan/College Station, Texas Area

Customer Service Representative, August 2012-May 2014. Operated both front-of-house, including sales, customer service, and cashiering, as well as back-of-house, including stocking, ordering, and inventory. I was also the mascot!

Bryan/College Station, Texas Area

Assisting students with questions and concerns, tutoring, projects assistant, grading and distribution of student work.

Bryan/College Station, Texas Area

Market research, data entry, project planning.

Orlando, Florida, United States

Assisted guests at resorts across property, including aiding with day planning, advising on transportation options, helping guests with disabilities, and training guests on utilizing the mobile app

Bryan/College Station, Texas Area

Editing academic research papers, planning department events, organizing research notes.

Bryan/College Station, Texas Area

Sales, marketing, customer service, VIP assistance, event ticketing.

Bryan/College Station, Texas Area

Customer service, reservation management, media management, project assistance, front desk duties.

Spring, Tx

Lead reading groups, manage volunteers, organize media, lead club meetings, customer service.

Spring, Tx

Childcare, leading group activities, assisting children and other group leaders.

Master Of Business Administration - Mba

Activities and Societies: Graduate Certificates in Executive Business Management, Hospitality & Tourism Management. Graduated with a 4.0.

Bachelor Of Arts (Ba), Communication And Media Studies

Activities and Societies: Minors in Creative Studies/Educational Psychology and English/Writing. Involved in CARPOOL, HOSTS, FYPP, Phi Eta.