Open to opportunities

Katherine Trammell

@katherinetrammell

Community & Customer Experience Specialist with 10+ years of experience across SaaS, education, and technology environments.

United States

Message

What I'm looking for

Seeking a Customer Support Specialist or Customer Success role where I can apply my 10+ years of experience in SaaS and education environments, providing exceptional user support, onboarding, documentation, and community engagement to drive customer satisfaction and retention.

Community & Customer Experience Specialist with 10+ years of experience building, supporting, and engaging user communities across SaaS and education platforms. Experienced in leading support operations for 100+ users, managing onboarding experiences, and driving engagement through events, mentorship, and structured communication. Skilled in Slack, email, live sessions, and ticketing systems (Intercom, Zendesk) with a strong focus on empathy-driven support, user engagement, and retention. Proven ability to design onboarding materials and community programs that improve activation, reduce repetitive support requests, and increase early user success. Strong background in fostering engagement through events, mentorship coordination, and relationship-building across student and customer communities. Known for clear communication, user advocacy, and creating supportive environments that improve long-term participation. Seeking Community, Customer Success, or User Engagement roles focused on building strong user relationships, improving retention, and creating meaningful customer experiences.

Experience

Work history, roles, and key accomplishments

Freelance Web Developer

Freelance

Sep 2022 - Nov 2024 (2 years 2 months)

Delivered Tier 1 product and platform support for SaaS clients via chat, email, and video, including screen-share troubleshooting and issue reproduction. Diagnosed browser- and device-specific workflow problems and contributed product feedback to improve documentation and features.

Troubleshooting Screen Share Debugging Cross Functional Collaboration Product Feedback Technical Support Product Support Technical Communication Problem Solving Problem Solving And Time Management Skills

Recruiting Operations Analyst

New Iron

Mar 2021 - Dec 2021 (9 months)

Maintained data accuracy in Vincere CRM by investigating access, visibility, and workflow issues across teams. Resolved data and reporting discrepancies and established standardized processes through cross-functional collaboration.

Campus Director / Ops Lead

Suncoast Developers Guild

Aug 2018 - Dec 2020 (2 years 4 months)

Led daily student support operations for 100+ learners using Slack, email, and live sessions. Created onboarding documentation and coordinated community events, mentorship, and partnerships, improving early engagement and reducing repeated support requests while resolving tickets via Intercom.

Web Developer

Identity Fusion

Sep 2017 - May 2018 (8 months)

Built and maintained responsive UIs using HTML5, CSS3, and JavaScript, and tested front-end components to ensure reliability with documentation.

HTML5 CSS3 JavaScript Responsive Design UI Component Documentation Front end Testing Front End Testing

Operations Assistant

The Iron Yard

Dec 2016 - Jul 2017 (7 months)

Supported instructors and students by managing scheduling, supplies, and event coordination for daily operations. Maintained confidential records and mentored students in HTML/CSS alongside facilitation of soft skills sessions.

Scheduling Event Coordination Supply Management Confidential Records Management Documentation HTML CSS Student Mentoring Soft Skills Facilitation

UI Developer

Mad Mobile

Jul 2015 - Jan 2017 (1 year 6 months)

Collaborated across development and QA teams to troubleshoot, document, and resolve front-end issues while supporting scalable web applications. Contributed to process consistency through modular UI systems, JSON-based content management, and well-documented, maintainable code standards.