Katrina D. Email & Phone Number

Ruidoso, Nm, Us

- Work directly with Product and Engineering teams to identify critical issues and bugs, drive customer issues to resolution, and support new product launches- Collaborate across all teams as well as creating an atmosphere of trust and open communicationMaintain a working knowledge of all hardware and software utilized at ButterflyMX- Proactively identify accounts risks and develop mitigation plans to resolve- Work directly with other Operations team leads to develop and implement processes that will be beneficial to all parties- Craft best practices to ensure that the CSM team is set up for success and provide ongoing training and development- Participate in testing new and updated features and provide feedback- Develop and maintain CSM knowledge base through Confluence- Work closely with the development team to implement new PMS integrations and educate/provide documentation for each- Act as an escalation point for Client PMS integration issues- Work closely with the Director of Client Success to promote overall team wellbeing and development- Determine new ways to promote CSM team growth and collaboration and work with Director of Client Success to implement- Lead the onboarding and training of new hires- Direct and lead team members when they are assigned to assist on projects- Assist with all other projects as assigned by the Director of Client Success and VP of Operation- Own/Manage all software/partner integrations for CS Team

San Francisco Bay Area

• Developed and improved upon processes and workflows as the team grew from 1-8 employees• Collaborated with the Engineering team and provided insight on the voice of the customer to develop a new product interface resulting in an increase in overall customer satisfaction• Designed, executed and continuously improved upon the onboarding process for all new customers and co-managed over 500 customer accounts• Maintained a positive relationship with the Engineering team and provided consistent feedback including updating BUG tickets to resolve customer issues and improve performance

• Reviewed and rated web content such as blog posts and social media content to ensure search data accuracy

• Built relationships with customers in order to provide the best office supplies for their needs• Researched and sought out new customers in order to grow the business• Developed expertise in the products in order to better communicate with and facilitate customers

Ruidoso, Nm

• Facilitated, coordinated, and hosted all weddings and small events from start to finish• Generated over 50k in annual revenue, increasing the organization’s bottom line by 7%• Managed group rates and events for over 5,000 attendees

Bachelor Of Science In Information Technology, Information Technology

Activities and Societies: Alpha Beta Kappa Honor Society, Golden Key International Honor SocietyGolden Key International Honor Society.

Aas, Public Administration