Kelly Romer Email & Phone Number

Took an extended break from work to recharge, travel with my wife and dog, volunteer, help my family, learn new things about climate change, and recover from hurricanes. I have now started my pivot into the climate change space for the rest of my career. My focus will be on creating customer support experiences that are differentiators for companies in the renewable energy, electrification, and energy storage areas.

Sydney, Nsw, Au

Hired to transform and scale Support at Atlassian during a phase of hyper-growth. Grew team size from 15 to 40 team members across North America, Europe, and India in less than 18 months.• Updated Support contact form to leverage investment in Knowledge Management, Community, and AI capabilities to solve problems without tickets and improve ticket routing.• Solved 25% of ticket volume using Chat, reducing cycle time and effort by 50%.• Reduced ticket cycle time by 30% through communication automation.• Ensured Support was 100% compliant for new FEDRAMP Moderate offering.• Delivered world-class incident management response capability.• Forged trust-based partnership with Information Technology and UX Design teams to deliver continuous improvements to Support technologies together.• Focused on monthly team reviews and action plans to improve team employee engagement scores from below 50% to over 80% on average.• Built program and portfolio management processes and tools focused on 100% delivery of quarterly commitments that delivered value to Support stakeholders and customers. • Led a global team of high performance technical program managers and business systems analysts.

Santa Clara, California, Us

Asked to leverage success with Global Appliances Support to transform the support experience for a different set of Veritas products focused on Information Availability, IT Analytics, and Digital Compliance.• Evaluate the team with intention to align around business value of products supported to gain focus and performance improvement.• Turn around high attrition in Pune India site by improving team morale and educating them on exciting product roadmaps.• Design Customer Success support model as the Digital Compliance products shift from OnPremises to SaaS offerings.• Improve product Supportability through automated log analysis/visualization and driving quality improvements into the products.• Empower team to become experts in supporting products being installed in or extended to the Cloud that also leveraging containerization and Kubernetes orchestration capabilities.

Santa Clara, California, Us

Hired to transform and lead a support organization of 250+ providing world-class support for the growing base of Veritas Appliances customers. • Created new global organization including Technical Support, Lifecycle Services, Field Services, and Proactive Monitoring Teams for software, Linux OS, and hardware layers of Veritas Appliances.• Established robust executive-level relationships with customers; represented Veritas with presence and empathy during Appliances customer escalations.• Became strong voice of the customer to optimize the post-sales experience by partnering with Product Management and Engineering to improve product quality, diagnostics, and telemetry-based manageability solutions.• Re-imagined and developed the field services partner relationship; monitor and continually improve key performance metrics to ensure optimal service to customers.• Partnered with internal stakeholders to improve Appliance hardware lifecycle policies, maintenance renewal rates, telemetry adoption rates, and usage of self-service solutions. Ultimately focused on shift from a reactive support process to a proactive customer engagement model.• Despite seeing 15% increase in yearly support case volumes, led the following operational improvements in 18 months on the job.- Improved knowledge base business value index by 3x- Doubled article link rate from 6% to 11% with focus on quality of articles linked- Reduced escalation rate from 7% to <2%- Reduced highest severity case resolution time from 11.6 days to <1 day- Increased % of support cases closed in <10 days from 48% to 68%- Improved average Top-2 Box Customer Satisfaction score from 70% to 84%

Santa Clara, California, Us

• Created multi-year digital transformation vision focused on moving live customer service volume to cost-effective self-service channels; created strategy and execution plan and acquired budget for program through ROI projections. Socialized vision and roadmap across Veritas to garner support and partnership to achieve vision.• Hired and mentored new team responsible for experience/website design, research/usability studies, supporting tool design, and process design.• Oversaw team focused on process analysis, design, compliance & governance, adoption, and improvement.• Served as process architect and case management design leader for CRM replacement initiative with accelerated timeline of 8 months.• Prepared support organization for transition from legacy tiered support model to modern collaborative approaches setting the stage for new swarming model.• Helped create strategy to empower support leaders with data/metrics and industry best-practices for enabling shift to digital customer service.• Directed online experience team in the creation of new self-help capabilities focused on improving customer satisfaction and reducing customer effort.• Designed and launched new post-sales support website including API-driven integration with CRM/back-end systems and access to comprehensive self-help content using expertly-tuned enterprise search engine; created backlog for continued improvement to drive value/adoption.• Launched global Knowledge Centered Service (KCS) program with dramatically improved tools for authoring/publishing content and extensive metrics to drive behaviors to support KCS.• Envisioned and drove creation of digital transformation dashboards to make data-driven decisions and track ROI of program.• Managed team responsible for support of licensing infrastructure and data that enables customers to access their licenses/entitlements, manage their accounts, and gain access to newly designed software download center built into support website.

Mountain View, California, Us

Hired to bring product management and experience design capabilities into HR to delight Intuit's employees as customers and help the company sustain rapid global growth.• Created inspirational vision and roadmap using design-thinking principles and customer benefit statements.• Partnered closely with ADP, Workday, and other technology partners to provide a consistent experience globally.• Worked closely with support teams to ensure employees and partners were delighted by the support experience.• Trained Innovation Catalysts in HR to further capabilities to reimagine the experiences provided to employees.• Co-led HR Unstructured Time program to foster a culture of innovation outside of employees' normal day jobs.• Launched and supported time & attendance solution in Workday for US and Canada for ~8K employees.• Launched and supported payroll and time & attendance for UK, France, Jersey Islands, Israel, and Brazil.

Mountain View, California, Us

Expanded upon previous role to focus on creating and executing against a vision for delighting Intuit Payroll Customer Care agents with the tools we give them to service customers.• Trained 8 Innovation Catalysts in Reno office to create a culture of empathy, innovation, and experimentation.• Created vision for consolidation of existing disparate agent tools to a single tool experience per role/function.• Created Tax Filing & Agency Data solutions that prevented 20K tax notices and reduced headcount from 3 to .5.• Built team of product managers to deliver consistent agent experiences across the various services offered.• Provided consistent real-time operational reporting to be provided via agent tools.• Incorporated Intuit’s corporate application design patterns and aligned with enterprise/IT tools strategy.

Mountain View, California, Us

Hired to create a vision and build a team of analysts and engineers to transform back-office operations. Leveraged process/case management principles and systems to revolutionize how work was accomplished.• Implemented 2 case management systems with 400+ users each. Included system/data integration design, process analysis, business requirements, UI design, development/release management, and production support.• Launched new tax data process resulting in $155K/year cost avoidance through automating 70% of work.• Reduced tax notice cycle time by 80%, saved $500K in labor/materials annually, and reduced customer status calls by 60% through creation of a dynamic correspondence engine.• Delivered $580K+ annually in tax amendment revenue through development of innovative fee structure, also realizing a two-fold increase in agent productivity and 75% cycle time reduction.• Launched payroll setup process with 40% shorter cycle time, 5% more activations, and +$3.6M annual revenue.• Migrated 30M documents and 6M transactions from 2 IBM FileNet systems to OpenText Case360 system.• Transitioned team & business stakeholders from waterfall to agile development to enable better execution.

Created new department focused on a technology services vision, launched new products and services, managed software development lifecycle, and ensured support processes exceeded expectations.• Managed on-premise Pivotal CRM system with 50 internal and 150+ channel users.• Launched Salesforce Automation tool with $200,000 in revenue and $500,000 in opportunities within 6 months.• Created CRM-enabled online store with an average of $700,000 in annual revenue, 105% increase in total leads generated per year, and sustained annual growth of 25% in online revenue over next 2 years.• Increased opt-in marketing subscribers by an average of 35% per year, resulting in 35% revenue growth annually.• Managed requirements, vendors, user support, and custom implementations for online learning product line.

• Managed team that developed revolutionary email campaigns for the time including rules-based personalization, click-stream data integration and product lifecycle messaging for retail, financial and Fortune 1000 companies.• Quickly promoted to design a hosted Email Marketing application from concept to release. Designed Excel/OLAP and web-based segmentation/targeting functionality and data collection tools.• Managed Market Requirements, Functional Design, Supportability Requirements, Legal/Privacy Requirements, Alpha and Beta Testing Programs, and Positioning/Pricing Strategy.

Washington, Dc, Us

Division officer for Communications (35 people), Deck (45 people), and Weapons (10 people) Divisions.