Katy Durkin Email & Phone Number

I build Lattice's omni-channel self-serve customer journey which includes designing and implementing email campaigns, surveys, webinars, and in-app experiences that maximize customer adoption and value to reduce churn.--In-app Experimentation: Launched 18 in-app and email experiments in one quarter to boost account health in the scaled segment. This.

In this role, I acted as a strategic partner to Customer Success Leadership to improve the efficiency and effectiveness of our Customer Success team. I developed, implemented, and refined processes, tools, and metrics to boost customer satisfaction, retention, and growth. I built programs and resources to support the success of the CSMs and our customers..

- Led the project to increase onboarding capacity with the development and delivery of new strategy, milestones, tools and templates- Improved onboarding efficiency by leading the migration and adoption of Vitally with new project tracking, workflows, and dashboards- Spearheaded the creation of onboarding team KPIs to track team effectiveness and surfaced.

- Project manager for new account implementations impacting $6M annual revenue- Created the process to transition accounts from Sales to onboarding resulting in increased efficiency and improved customer experiences- Standardized onboarding milestones and activities to improve tracking capabilities and scale the onboarding experience- Developed the system.

- Develop and maintain resources and programs to ensure processes and data are consistent, actionable and scalable- Created a custom in-platform client enablement experience impacting 300+ global clients with tools for onboarding, implementation, and ongoing adoption- Project manager for the successful implementation of Zendesk Support, Guide and Gather to.

- Project manager for strategic account implementations impacting $7.4M ACV- Developed the implementation methodology that has been used with 200+ clients resulting in decreased average time to launch from 18 to 12 weeks- Created and maintained decks, resources, templates and project plans to support the application of the implementation methodology and.

• Create internal communication strategies for key initiatives and events to inform, engage and motivate employees
• Manage all internal communications while measuring success and impact of each program
• Plan and produce the annual Leadership Conference for all senior and management-level staff
• Evaluate and edit material submitted for publication consideration when partnering with other departments to support company goals
• Develop project plans for communication and engagement activities within the organization
• Implement organizational projects that support company initiatives

• Keep accurate information, databases and calendars to assist Financial Advisors in meeting with members and clients
• Support the Marketing department to educate Credit Union staff and members on the services provided by the Flagship Financial Group
• Manage the seminar and event program throughout all stages including compliance approvals for presentations, marketing, sponsorship, event operations and attendee surveys
• Develop new incentive programs to promote referrals of members to the Financial Advisors

Grapevine, Texas

- Maintained Grapevine's designation as an IFEA World Festival & Event City by innovating and improving on 15+ major events per year including 2 festivals with over 150,000 attendees- Managed the development, planning, preparation, and execution of events- Created new programs to boost attendance and enhance operational efficiency- Oversaw the vendor.

Grapevine, Texas

• Manage volunteer database and manage volunteers during events
• Maintain a positive relationship with volunteers and volunteer groups
• Assist in planning, development, and coordination of festivals and events
• Review marketing and website content
• Research new items and activities to enhance festivals and events
• Handle festival related questions from vendors, suppliers, citizens and visitors

Dallas, TX

• Take incoming guest calls and sell event space, food, beverages, and power cards and enter all information into the booking system
• Book special events for all Dave and Buster's locations in the U.S.
• Convey appropriate information to guests and build event contracts specific to guest needs
• Consistently meets individual and team sales goals
• Collects all deposits and signed contracts for events booked
• Accurate distribution of event information to guests and stores

The Colony, TX

• Assist with Community wide Special Events including Liberty by the Lake, Summer Cinema Clubhouse, and Back 2 School Bash
• Learn what it takes to develop and implement small and large events
• Monitor activities at Recreation Center, answer phones, checkout equipment, and register patrons for activities
• Assist coordinators with other duties as assigned

Carrollton, TX

• Manage Team Packet Pick Ups
• Communicate with individual riders and small teams to inform them of opportunities to enhance their experience at Bike MS
• Coordinated and helped to run the Bike MS: Sam’s Club Ride with over 3000 participants