Kayla Goode, Shrm-Cp Email & Phone Number

Austin, Tx, Us

Remote

United States

Home and commercial service software & mobile app for home service companies.Managed $1M annual recurring revenue (ARR) book of business, analyzing customer engagement data, identifying actionable insights to drive growth for their individual business, and addressing net promoter score (NPS) feedback.Coached 50 businesses daily working primarily with the business owner.Achieved a 4.9/5 customer satisfaction (CSAT) average score. Led cross-functional coordination… Show more Home and commercial service software & mobile app for home service companies.Managed $1M annual recurring revenue (ARR) book of business, analyzing customer engagement data, identifying actionable insights to drive growth for their individual business, and addressing net promoter score (NPS) feedback.Coached 50 businesses daily working primarily with the business owner.Achieved a 4.9/5 customer satisfaction (CSAT) average score. Led cross-functional coordination with multiple internal teams and subject matter experts to determine how to best align customer’s company goals with their usage of ServiceTitan to realize the most value possible. Resulted in lower churn rate and upsell of additional services. Show less

Austin, Texas, United States

San Francisco–based company that brings workforce management and technology expertise together with high-touch, personalized care to improve the in-home care experience. Leveraged in-depth industry knowledge to execute the day-to-day operations.Totaled $4.5m ARR through strategic oversight of over 100 Care Professionals across multiple books of business.Oversaw 70 new care professionals through a New Hire 90 Day Onboarding pilot over six months, with a focus on training and… Show more San Francisco–based company that brings workforce management and technology expertise together with high-touch, personalized care to improve the in-home care experience. Leveraged in-depth industry knowledge to execute the day-to-day operations.Totaled $4.5m ARR through strategic oversight of over 100 Care Professionals across multiple books of business.Oversaw 70 new care professionals through a New Hire 90 Day Onboarding pilot over six months, with a focus on training and delivering actionable feedback of employees during their first 90 days on the platform; achieved metrics to improve both the client and care professional experience with a 25% increase in overall retention compared to pre-pilot.Executed Quality Assurance pilot by managing a highly skilled care professional to review and assess team members and their interactions with clients; created available data to measure care quality and test operational capacity and scalability for this role and establish Care Professional (CPs) career pathing. Show less

Austin, Texas

Autonomously managed ~$1.5M ARR book of business, owning the operational outcome of over 40 clients in coordination with more than 70 care professionals to provide a seamless experience for both clients and care professionals.Selected to carry out six month Project Sustain pilot that helped shape new efficient workflows; identified areas of improvement and redesign that were implemented company wide.Balanced the need to provide above industry standard service to individuals by… Show more Autonomously managed ~$1.5M ARR book of business, owning the operational outcome of over 40 clients in coordination with more than 70 care professionals to provide a seamless experience for both clients and care professionals.Selected to carry out six month Project Sustain pilot that helped shape new efficient workflows; identified areas of improvement and redesign that were implemented company wide.Balanced the need to provide above industry standard service to individuals by utilizing prompt follow-through and clear and accurate communication.Highly skilled at de-escalating and resolving situations autonomously with clients, partners, and care professionals with mutually beneficial outcomes. Received company Honor award submitted by peers for “own the outcome” by owning challenges from start to finish with creative solutions. Show less

Portland, Maine Area

Nonprofit study abroad and intercultural exchange organization.Managed a team of professionals to deliver quality exchange programs and services for over 1,000 international high school students.Established team priorities and expectations to effectively delegate and motivate staff to meet urgent deadlines with close attention to detail.Lead subject matter expert on new technologies identifying requirements, reviewing technical documentation, and performing product… Show more Nonprofit study abroad and intercultural exchange organization.Managed a team of professionals to deliver quality exchange programs and services for over 1,000 international high school students.Established team priorities and expectations to effectively delegate and motivate staff to meet urgent deadlines with close attention to detail.Lead subject matter expert on new technologies identifying requirements, reviewing technical documentation, and performing product testing.Reviewed 3,000 host family applications annually, following State regulations and company policies and directed audit to successfully pass and continue programs.Resolved housing emergencies quickly for students to have a safe home environment.Led new technology evaluation as a subject matter expert while working cross functionally with analytics team to combine feedback, testing, and recommendations to ensure agreement on a new system. Show less

Portland, Me

Oversaw one-third of United States in vetting host families and effectively communicating concerns to field staff.Collaborated cross-functionally with 25 Regional Directors and tracked compliance of over 300 regional and local field representatives and ensured their files were current.Maintained accurate data of records required for the government reports and audits.

Ganja, Azerbaijan

International service opportunity working side by side with local leaders to tackle the most pressing challenges.Developed and implemented youth programs to build professional and educational skills; ultimately leading to employment and successful admissions to study abroad programs.Co-Director responsible for coordinating operations, marketing, fundraising, grant writing, phase budgeting, expense monitoring, and progress evaluations for a nationwide young women’s leadership… Show more International service opportunity working side by side with local leaders to tackle the most pressing challenges.Developed and implemented youth programs to build professional and educational skills; ultimately leading to employment and successful admissions to study abroad programs.Co-Director responsible for coordinating operations, marketing, fundraising, grant writing, phase budgeting, expense monitoring, and progress evaluations for a nationwide young women’s leadership event.Designed, led, executed, and measured multiple international training programs including two intercultural trainings funded by the European Commission Education. Show less

Lethbridge, Australia