Summary
Overview
Work History
Education
Skills
Websites
References
Personal Passions
Memberships And Conferences
Languages
References
Timeline
Generic

Katherine Usher

Madison,WI

Summary

Looking to transition my leadership and business strategy skills into the mental health industry. Over twelve years of experience in sales, guest experience, and operations within a global award-winning active travel company. Contributed to significant business growth as a member of the executive team. Expertise in data analysis, strategic planning, and project management, with a focus on enhancing guest satisfaction. Recognized for effective communication, problem-solving skills, and the ability to lead teams in fast-paced environments.

Overview

18
18
years of professional experience

Work History

Guest Experience Director

Trek Travel
Madison, WI
01.2023 - Current
  • Over twelve years of experience in sales, guest experience, and operations for Trek Travel, a global award winning active travel company. Member of the executive team to bring significant growth to the business over the last decade.
  • Led the end-to-end customer journey by implementing sales enablement training, digital communication strategies, issue resolution processes, and retention initiatives; designed and executed a comprehensive Net Promoter Score (NPS) program, driving NPS improvement to 90.
  • Strong analytical background, data analysis, strategic planning and implementation, managing people, projects and processes.
  • My management style is typically described by others as friendly, open, clear, and supportive. In addition, I am often complimented on my ability to learn quickly, collaborate, solve problems, communicate effectively and set clear a vision and goals while empowering my team. Thrive best in an environment where things happen quickly with several different initiatives moving at once.
  • Manage recruitment, coaching, and goal-setting to build a world-class team, with regular check-ins and project management. Mentor team members to help them reach their full potential and contribute to a positive, inclusive, and healthy work environment.
  • Oversee budgeting, forecasting, and planning for staffing and operational needs within the Guest Experience Department.
  • Foster cross-departmental collaboration to meet company-wide goals and contribute to a great place to work.
  • Known for a high degree of empathy and professionalism, effectively navigating escalated situations while preserving customer trust and loyalty.
  • Experienced in designing and implementing customer-centric strategies that enhance satisfaction, drive retention, and strengthen long-term relationships.

Therapist

BeGrounded Therapy
Madison, WI
01.2024 - Current
  • I got my Masters in Therapy in a part time program while working full time in the Travel Industry. I intend to keep offering therapy as a part time job in private practice moving forward.
  • Provide individual and group therapy sessions to clients, addressing a wide range of mental health issues including anxiety, depression, trauma, and relationship challenges.
  • Conduct comprehensive intake assessments to understand clients' needs, develop treatment plans, and establish therapeutic goals.
  • Foster a safe, non-judgmental environment to support clients in exploring and resolving emotional and psychological difficulties.
  • Maintain detailed and confidential client records in compliance with ethical and legal guidelines.
  • Collaborate with interdisciplinary teams, including medical professionals, social workers, and case managers, to coordinate care and enhance client outcomes.

Area Director

Young Life
Madison, WI
08.2009 - 12.2014
  • Manage all aspects of running a non-profit including local board development, volunteer recruitment and training, fundraising, leadership development, programming, administration, and data management.
  • Strategically develop, manage, and execute systems to maintain and grow membership in all Young Life programming, which includes multiple events per week, weeklong adventure trips, board meetings, and fundraising events.
  • Maintain and create new communication strategies for donors, families, volunteers, and network with potential community members to build brand awareness.
  • Manage multi-faceted projects at one time through strong organizational skills, clear communication, public relations skills, delegation, and strong leadership skills.

Youth & Diversity Coordinator/Logistics Coordinator

AmeriCorps
Madison, WI
01.2008 - 07.2009
  • Established relationships with organizations to create volunteer experiences and discuss affordable housing issues.
  • Liaison to UW-Madison campus chapter of Habitat for Humanity to facilitate grant writing and fundraising.
  • Provided daily logistical support for the construction department including planning, organizing, executing special events, and coordinating volunteers.

Summer Intern - Work Team Host

Pico Escondido
Jarabacoa, Dominican Republic
06.2007 - 08.2007
  • Hosted volunteer work teams from the United States for week-long service trips by organizing logistics and increased cultural and language skills including translation between English and Spanish.

Education

Masters of Arts - Marriage and Family Therapy

Edgewood University
Madison
05.2023

Bachelor of Arts - Spanish

University of Wisconsin - Madison
Madison
12.2007

Skills

  • Microsoft Office Suite and Google Suite
  • NetSuite and Concur
  • Asana
  • SimplePractice
  • Data analysis and Net Promoter Score analysis
  • Sales enablement training
  • Project management and team building
  • Budgeting and forecasting
  • Cross-departmental collaboration
  • Mentorship and coaching

Websites

References

Available upon request

Personal Passions

  • Active Travel
  • Cycling
  • Hiking
  • Dogs
  • Reading

Memberships And Conferences

  • Adventure Travel Trade Association, 2014-2025
  • American Association for Marriage and Family Therapy, 2021-2025
  • Pure Pursuits, May 2016
  • Trek World, Business and Leadership training, 2015-2025
  • All Staff Conference, Young Life, Orlando, FL, 01/12
  • Jimmy and Roslyn Carter Work Project, Habitat for Humanity International, Gulf Coast, May 2008
  • National Service Leadership Conference, October 2008

Languages

Spanish
Professional

References

References available upon request.

Timeline

Therapist

BeGrounded Therapy
01.2024 - Current

Guest Experience Director

Trek Travel
01.2023 - Current

Area Director

Young Life
08.2009 - 12.2014

Youth & Diversity Coordinator/Logistics Coordinator

AmeriCorps
01.2008 - 07.2009

Summer Intern - Work Team Host

Pico Escondido
06.2007 - 08.2007

Masters of Arts - Marriage and Family Therapy

Edgewood University

Bachelor of Arts - Spanish

University of Wisconsin - Madison

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Katherine Usher