Katrina Primmer Email & Phone Number

Seattle, Washington, United States

- Hire, develop, and lead #1 performing product support team in 160-person global organization with a consistent +94% Manager Effectiveness Score- Effectively balance managing daily customer support operations and developing improvements for a better tomorrow- Led global initiatives to reduce volume by 12%, successfully unlocking available capacity by 10 FTE, saving ~$750k in annual expenses- Successfully managed 4 employees from PIPs to Promotion to the next level. - Qualtrics Customer Experience Program Manager, collaborating with product to implement new features: Chat GBT, Real-Time Agent Experience, Automated Call Summaries, and Quality Management- Lead global Operations Support Analyst Team to align and improve global processes and mentor individuals unto future leaders of the Customer Ops Organization

Seattle, Washington, United States

Global Lead for Qualtrics Veterans Employee Resource Group (QSalute) - Helping foster an inclusive environment at Qualtrics!Our Mission / Purpose:To build community and camaraderie that enables successful careers for Veterans and their families in the civilian world starting at Qualtrics.Our Vision:Actively contribute our experiences on leadership, camaraderie, and mission accomplishment that have been forged in the face of adversity to ensure Qualtrics achieves the 2023 vision.Successes:• Expanded organization from 30 U.S. members to 100+ global participants by creating flexible opportunities for employees to participate and own initiates while minimizing burnout • Designed and implemented leadership structure & prioritized the use of quarterly goal setting (OKRs)• Championed efforts to increase employee benefits and create clearer policy documentation to make the company more inclusive for every employee• Scaled D.E.I. impact by collaborating across global business units to align business and inclusion goals

• Independently manages strategic partners to design & deliver enterprise CX programs, supporting $22M in annual license and $4.5M in services – (45% of 10 person teams annual license value)• Revived outdated customer feedback program with increased accessibility and best practices yielding a 1.5X increase in customer and partner feedback in just 6 months• Founding team member defining & scaling processes globally to ensure consistent excellent partner support• Established global departmental interview plans, performance rubrics, and career planning templates• Mentor 5 employees across the company through performance ratings, promotions, & fulfillment goals

Seattle, Washington, United States

Partner Delivery Assurance's goal is to enable our partners (and customers) to be successful on Qualtrics implementations, which in turn allows our customers to successfully run their programs on Qualtrics and become reference-able customers.I am responsible for various partners located in the US and CanadaMy role focuses on the following:-Services scoping and delivery activities-Evaluating resources through the accreditation process.-Building partner IP and collateral within Qualtrics-Overlay resource management on partner projects-Escalation contact for delivery issues

Provo, Utah Area

I am the technical lead for our enterprise implementations. My main focus is designing and building our client's CX programs within the Qualtrics platform. I am the expert for our clients when it comes to best practices in all aspects of Customer Experience Management (XM). My goal is to provide prescriptive design and processes that make sense to the end-users allowing for increased adoption and trust in the platform. I have been blessed to be the senior technical consultant for the implementation of multiple enterprise CX programs for 2 of the top 20 financial institutions in the U.S. delivering low-maintenance customer-centric solutions on time & within budget. I strive to creatively solve customer problems within platform constraints resulting in manageable solutions. Additionally I have trained multiple team members on Qualtrics product, project & client management, and delivering client training.As the Product Champion for a critical business feature (xFLOW), I coordinated the preparedness for over 20 feature releases and utilized feedback to shape product roadmap

Provo, Utah Area

Resolved customers’ most difficult questions and issues with excellent customer service

Fort Douglas, Ut

As the Executive Officer (XO) for the 395th FMSU, I manage the staff and coordinate planning to execute our training objectives. I utilize my financial management expertise to train, support and deploy teams of Finance Soldiers to utilize cash on the battlefields.

Fort Douglas, Ut

Leader of a US Army Reserve Financial Detachment that is an independently deployable unit.Responsible for all aspects of the Detachment including training and readiness, discipline and morale, and day-to-day operations.

Greater Minneapolis-St. Paul Area

Setup Supervisor:• Manage setup crew. • Work with team to prepare the McNamara Alumni Center for events.• Adapt to changing environment by adjusting plans as problems develop.• Delegate teams manpower to maximize efficiency.Student Event Staff (Assistant Event Coordinator):• First line of communication between the client, vendors, and staff for events.• Set up audio and video equipment and troubleshoot technical problems.• Manage all moving components of an event so the process is seamless and the clients feel at ease.• Serve as venue contact for weeknight and weekend event clients (conferences, weddings, etc)• Thoroughly review each event’s file and confirm room setup is accurate, AV is on and ready, etc. • Greet clients upon their arrival and facilitate any room setup changes (add tables, AV, etc.) • Operate AV including laptop presentations, panel microphones, etc.• Troubleshoot with catering captain regarding timeline and program changes or requests made by client • Complete post-event reports for any follow-up needed by professional staff• Give tours to prospective clients to generate bookingshttp://mac-events.org/contact/index.html

Greater Minneapolis-St. Paul Area

• Researching to understand the neurological mechanisms associated with neuroplasticity and neuromotor control. Specifically the mechanisms of focal dystonia and the recovery from stroke.• Condense previous research articles to develop protocol for upcoming experiments• Assist researchers in the gathering of data and coordinate appointments for research subjects• Perform data analysis on MATLAB program to interpret experimental results

Greater Minneapolis-St. Paul Area

• Trained over 1,000 volunteers of all ages, lifestyles, and religions• Led volunteer recruitment activities and guided volunteers through difficult conversations• Revised training and recruitment procedures/protocols to increase training speed and recruitment efficiency• Assisted in data analysis of voter data and call lists

Greater Minneapolis-St. Paul Area

Bachelor’S Degree, Neuroscience

Activities and Societies: Army ROTC, Brain Plasticity Lab

Certificate, Intermediate Data Analytics

High School

Activities and Societies: Swimming, President of French Club, Band Section Leader, Drum Line, Pep Band Section Leader, Marching Band.