Looking for a job

Kristyna Mason

@kristynamason

Message

Customer Operations Manager | Problem-Solver & Customer Advocate

United States

Message

What I'm looking for

I am seeking a role that combines my customer-centric approach with analytical skills to drive impactful improvements.

I'm the person who figures out what's actually going wrong and gets the right people talking to fix it. For 10+ years in SaaS ( insurtech), I've bridged the gap between frustrated customers, support teams, and engineers. I don't just manage issues, I find patterns, translate between technical and human, and make sure we're solving the real problem.

What I do:
-Dig into data (SQL, system logs) to find root causes, not just symptoms
-Turn customer complaints into clear requirements that engineering can act on
-Build resources and train teams so answers flow without bottlenecks

Why people come to me: I care about why things break, not just fixing them faster. I ask questions until we understand the real issue, then build systems so it doesn't happen again.

I'm looking for teams that value strategic thinking, hands-on problem solving, and keeping the human element in the process.

Experience

Work history, roles, and key accomplishments

Carrier Program Manager

Insured Connect

Jan 2025 - Jun 2025 (5 months)

Served as the primary point of contact for all life insurance carrier partners, and managed onboarding and ongoing data feed support. Investigated carrier-reported data discrepancies via AWS Athena and CloudShell, developing hands-on skills in cloud-based data exploration. Partnered with business and data teams to diagnose systemic issues and propose long term results.

AWS CloudShell Data Exploration Program Management Data feeds

Tier II Support Manager

iPipeline

Jul 2018 - Jan 2025 (6 years 6 months)

Directed a high performing national support team of 12, managing hiring, onboarding, and development to reduce ramp-up time and deliver 95%+ customer satisfaction. Implemented Salesforce Omni-Channel routing with custom workload rules, reducing average response time by 15% and improving team efficiency.

Team Leadership Customer Satisfaction Training Programs Process Improvement

Senior Tier II Analyst

iPipeline

Mar 2014 - Jul 2018 (4 years 4 months)

Resolved product issues across iPipeline’s product suite using MS SQL to analyze data and investigate root cause. Built and maintained a central internalized knowledge base, replacing outdated documentation with a streamlined, searchable resource still in use today.

SQL Root Cause Analysis Knowledge Management Product Support

Associate Business Analyst

iPipeline

Aug 2011 - Mar 2014 (2 years 7 months)

Conducted retrospective sessions for analyzing sprint outcomes, enhancing continuous improvement efforts. Ensured alignment with business requirements and successful execution of deliverables within test cases through comprehensive quality assurance assessments by employing a detailed test matrix.

Quality Assurance Business Analysis Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Temple University

Bachelor of Arts, Journalism

2002 - 2006

Studied Fine Arts with a focus on Communications and Photojournalism at Temple University. Developed skills in visual storytelling and communication strategies.