Cathleen Carson
Customer Experience Specialist
Missoula,MT
Summary
Customer experience leader with a strong background in technical support, quality assurance, and user onboarding. Proven track record of enhancing customer adoption and minimizing churn by optimizing support processes. Skilled in creating scalable workflows within dynamic startup environments while promoting collaboration across teams to improve product performance. Dedicated to increasing customer satisfaction through streamlined experiences and efficient self-service solutions.
Overview
6
6
years of professional experience
Work History
Strategic Insights Consultant
GetWhys
Remote
10.2024 - Current
- Company Overview: AI-driven insights platform
- Conducted in-depth qualitative research interviews via GetWhys, an AI-driven insights platform, gathering high-value perspectives from professionals across industries, including sales, HR, customer experience, and C-suite executives
- Managed the full interview lifecycle, from pre-interview research and discussion guide customization to adaptive questioning strategies and post-interview analysis
- Synthesized qualitative data into actionable insights, helping organizations refine their strategies, improve operations, and make data-driven decisions
- Built strong rapport with senior professionals and industry leaders, leveraging advanced communication skills to extract nuanced, strategic insights
- Balanced AI-driven research methodologies with human-led qualitative analysis, ensuring depth, accuracy, and relevance in interview findings
- AI-driven insights platform
Pilates Instructor
Montana State University & Private Studios
Bozeman/Missoula
03.2022 - Current
- Developed a clear communication style to guide clients through intricate sessions
- Conducted personalized group and private sessions, increasing client retention rates through tailored fitness plans
- Managed diverse client schedules and studio goals, demonstrating strong organizational and time management skills
Customer Experience Quality Analyst
Schedulicity
Bozeman
04.2022 - 10.2024
- Developed and executed comprehensive manual test plans for web and mobile applications, ensuring successful product launches and high client satisfaction
- Reduced bug release rates to below 0.05% through meticulous testing and collaboration with engineering teams
- Monitored and analyzed customer interactions, identifying service gaps and providing feedback to enhance support team performance
- Ensured compliance with customer service best practices by reviewing and analyzing support tickets and escalations
- Documented detailed test cases and wrote internal knowledge base articles to improve issue resolution efficiency
Senior Technical Support Specialist
Schedulicity
Bozeman
01.2020 - 03.2022
- Delivered high-level technical support via email, chat, and video calls, maintaining a consistent 98% CSAT score
- Collaborated with product and engineering teams to troubleshoot and resolve complex customer issues
- Led a Help Center restructuring project, resulting in a 30% increase in customer self-service rates and a significant reduction in support tickets
- Developed and maintained internal documentation, including FAQs and troubleshooting guides
Customer Experience Specialist
Schedulicity
Bozeman
04.2019 - 01.2020
- Managed onboarding of new clients, achieving a 90% success rate in transitioning customers to the platform
- Provided high-touch customer support via multiple channels, ensuring customer needs were met efficiently
- Partnered with internal teams to improve customer engagement strategies and reduce churn rates
Skills
- Customer Experience & Retention Strategies
- Technical Support & Troubleshooting
- Quality Assurance & User Experience Analysis
- Compliance & Service Standards
- Process Improvement & Documentation
- Customer Relationship Management
- API Testing & SaaS Implementation
- Cross-Functional Collaboration
- Knowledge Base Development (Intercom, Confluence, Notion)
Accomplishments
- Built and optimized customer-facing knowledge base, macro responses, and auto-responses to increase customer self-help, product adoption, and reduce churn, leading to a 30% boost in self-service resolution rates.
- Built and maintained internal knowledge bases and business rules for company-wide use.
- Maintained a 98% CSAT score by providing high-touch support and proactively identifying customer pain points.
- Led collaboration with product and engineering teams, advocating for customer needs and driving feature improvements that enhanced retention.
- Designed and managed customer education initiatives, including help center restructuring and knowledge base development, improving customer engagement and onboarding efficiency.
- Owned the end-to-end troubleshooting process, reducing bug release rates to 0.05% and enhancing overall product reliability.
- Proactively identified at-risk accounts and implemented engagement strategies that increased renewal rates and reduced escalations.
- Managed enterprise and SMB customer relationships, ensuring high adoption rates and driving expansion opportunities.
Professional Development
- IBM SQL: A Practical Introduction for Querying Databases
- Level 2 Certified Pilates Instructor – Peak Pilates
Timeline
Strategic Insights Consultant
GetWhys
10.2024 - Current
Customer Experience Quality Analyst
Schedulicity
04.2022 - 10.2024
Pilates Instructor
Montana State University & Private Studios
03.2022 - Current
Senior Technical Support Specialist
Schedulicity
01.2020 - 03.2022
Customer Experience Specialist
Schedulicity
04.2019 - 01.2020
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