Kristyna Mason

With over a decade of experience in support operations, documentation, and knowledge management, I have recently transitioned into a data-focused role that has ignited my passion for using data to solve complex problems. My customer-centric approach, combined with analytical skills, positions me uniquely to drive meaningful improvements in any organization.

In my most recent role as a Program Manager at Insured Connect, I served as the primary point of contact for life insurance carrier partners, managing onboarding and data feed support. My hands-on experience with AWS Athena and CloudShell allowed me to troubleshoot data discrepancies effectively. I also identified gaps in process documentation and initiated the development of internal knowledge resources, partnering with business and data teams to surface systemic issues and propose long-term solutions.

Previously, as a Tier II Support Manager at iPipeline, I directed a national support team, achieving over 95% customer satisfaction. I designed training programs that improved product knowledge and reduced escalations, while implementing Salesforce Omni-Channel routing to enhance team efficiency. My commitment to operational excellence is evident in my ability to deliver a 20% increase in productivity through automation tools and process improvements.