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Kitty Jenkins

@kittyjenkins

Message

I lead 24/7 workforce scheduling and improve operational accuracy at scale.

United States

Message

What I'm looking for

I'm looking to lead workforce scheduling and operations improvement in a high-volume environment, using process design, capacity planning, and reporting tools to improve accuracy and prevent costly errors.

At Verbit, I lead a 16-person scheduling operations team supporting a 24/7/365 captioning operation.

I've overhauled scheduling SOPs and workflows, improving accuracy and reducing coverage gaps by more than 30%. I also manage capacity planning across offices as demand shifts.

I identify recurring billing and scheduling errors and direct Tableau reporting dashboards that catch issues before they reach customers. I coordinate operational changes across offices, reconcile bi-monthly billing reports with Finance, and manage incidents and change requests through Salesforce and JIRA.

Previously at Caption Colorado, I managed scheduling and staffing for a distributed workforce of 150+ captioners supporting up to 13,000 programming hours each month. I created the Operations Department's first standardized procedures manual and built onboarding and training for a growing distributed team.

Experience

Work history, roles, and key accomplishments

Current

Scheduling Manager

Current

Verbit

Jun 2022 - Present (4 years 4 months)

Lead a 16-person scheduling operations team supporting a 24/7/365 captioning operation. Overhauled outdated scheduling SOPs and workflows, improving accuracy and reducing coverage gaps by more than 30%.

Operations Management Workforce Scheduling Capacity Planning SOP Development Process Improvement Tableau Salesforce Jira Billing Microsoft Office

Family Care Leave

Jan 2015 - Jan 2022 (7 years)

Stepped away from the workforce to raise two children through early school age.

Transcriptionist

Caption City

Jan 2012 - Sep 2015 (3 years 8 months)

Transcribed and edited audio/video content including films, TV programs, webinars, meetings, and commercials under tight accuracy and deadline standards.

Transcription Audiovisual Editing Accuracy Deadline Management

TV Team Lead

Caption Colorado

Oct 2005 - Sep 2011 (5 years 11 months)

Managed scheduling and staffing for a distributed workforce of 150+ external captioners supporting up to 13,000 hours of programming each month. Wrote and rolled out the Operations Department's first standardized procedures manual.

Scheduling Staffing Team Leadership SOP Development Onboarding Training Billing Customer Escalation