Katie Klinzing

Led and structured Ops team to support Check partners and their companies and employees. Improved first contact resolution by optimizing ticket routing and clarifying SOPs. Collaborated with Analytics to enhance Zendesk reporting in Mode, resulting in improved SLAs and data quality. Implemented Workforce Management strategy and process to improve SLAs, forecasting, and capacity planning. Engaged w

Self-driven role designed to build sustainable hiring practices, improving teammate development and engagement, and breaking down internal silos. Improved the candidate experience and lifecycle by partnering with recruiting and talent acquisition to make changes that helped engineering hire top talent more quickly during a competitive talent market. Key contributor to the Leadership Principles ini

Was the sole leader responsible for running Braintree's world-class support organization. Successfully navigated multiple business reorganizations and built scalable infrastructure for future growth, influencing strategic initiatives across various functions. Managed support teams to handle a significant increase in customer contacts while maintaining strict SLAs and high CSAT scores, through data

Led the growth of Braintree's Support Team from a startup to a mature organization, catering to clients ranging from small businesses to enterprise level. Successfully hired and managed a 24/7 follow-the-sun support team for the company's global expansion. Oversaw vendor selection processes and implemented new support technologies, such as an IVR phone system and Zendesk. Played a key role in crea

Joined Apple Retail in the early days at a flagship store to assist in welcoming and onboarding new employees. Handled direct hardware and software triaging, troubleshooting, repairs, and data recovery as part of my responsibilities. Maintained top net promoter scores consistently during my tenure at Apple.