Kathryn Crawford
Smyrna,GA
Summary
Dynamic Customer Experience and Communications leader offering exceptional management and organizational skills to coordinate multiple, concurrent projects. Poised when communicating with executives, executives, co-workers, customers and vendors. Proficient in analyzing and resolving complex issues while documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Overview
23
23
years of professional experience
Work History
Director of Customer Communications
GigaMonster Networks
Marietta , GEORGIA
08.2021 - Current
- Ensure all company communication has consistent and positive messaging for internal and external stakeholders, strategies and objectives.
- Uphold client satisfaction by designing accurate and detailed timelines for the life-cycle of projects from construction to completion.
- Established specialized resolutions team to support 380+ properties. Responsible for creation, implementation, direction and continuous improvement of Elite Resolutions Team ensuring the highest level of property management, owner satisfaction is maintained.
- Contribute to significant policy and corporate culture updates by writing internal manuals, standard operating procedures.
- Manage media relations, compose creative press releases and campaigns to address public communications in crisis situations.
- Liaison between customers and Account Managers across all business units to continually improve communication among departments.
- Collaborate with stakeholders throughout organization to identify opportunities for leveraging company data to drive business solutions and customer value.
Director of Exhibitor Services
FREEMAN
Atlanta , GEORGIA
07.2011 - 07.2021
- Directly hired, supervised, empowered and promoted a customer facing team of 15-30 employees who consistently exceeded department, branch and company goals.
- Effectively delivered Annual Performance Appraisals, including mid-year and monthly one-on-one conversations, active listening sessions, offered effective feedback, providing personal and career driven attainable and stretch goals.
- Managed multiple remote working environments simultaneously providing effective leadership through communication, collaboration and setting daily expectations. Remained engaged with on-site teams, providing consistent support, troubleshooting and feedback.
- Balanced practicality, inspiration and creativity with team to ensure optimal use of their time and talents, collaborated with them to set daily, monthly and annual achievable goals.
- Annually invoiced $40-$55 million with consistent collections of 100%.
- 15+ years of exceeding Customer Experience index goals.
- Exceeded job cost benchmarks by carefully managing department resources, equipment and people through prudent research and scheduling.
- Continually sought practices and initiatives across all business units to drive efficiencies, strengthen inter-departmental relationships, while balancing resources and needs of customers and employees.
- Primary point of contact for all escalated customer issues and inquires; sought mutual resolutions to ensure complete customer happiness.
- Coached and developed staff through creative, interactive and employer provided developmental training tools to promote continuous improvement for exceptional customer experience.
Talent Acquisition Specialist
Freeman
Dallas, TX
07.1999 - 07.2011
- Pioneered and structured first companywide recruiting program from concept to implementation. Formalized full cycle recruiting for Freeman across all US and Canadian branches.
- Collaborated with network of hiring managers, regional General managers, and executive leadership regarding compensation and creating job descriptions, and ensuring competitive positioning for all key roles
- Successfully placed hundreds of candidates in various levels of Exhibitor services, logistics, and electrical, and leadership departments throughout Freeman.
- Sourced and identified quality candidates through various sources, mediums, and technology. Coordinated applicant tracking in corporate systems and strictly adhered to EEOC requirements
- Evaluated resumes, interviewed and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy. Developed communication and marketing plan and leveraged talent acquisition tools, resources and campaigns to source and attract top talent.
- Promoted increased focus on internal Freeman talent mobility and emerging talent across organization.
Education
Bachelor of Arts - Education
University of West Florida
Pensacola, FLAssociate of Arts - Education
Florida State University
Tallahassee, FLSkills
- Team Management
- Team Recruiting and Hiring
- Budgeting and Allocation
- Internal & External Communications
- Key Account Management
- Customer Retention Strategies
- P&L Expertise
- Salesforce Reporting & Data Tracking
- Strategic planning
- Training and Onboarding
- Escalation and Complaint Resolution
- Performance Evaluations & Goal Setting
- Brand development
- Trade Show Coordination
- Business Needs Analysis
Affiliations
American Lung Cancer Association * American Heart Association * Books for Africa * Atlanta Food Bank * Hands Across Atlanta
Timeline
Director of Customer Communications
GigaMonster Networks
08.2021 - Current
Director of Exhibitor Services
FREEMAN
07.2011 - 07.2021
Talent Acquisition Specialist
Freeman
07.1999 - 07.2011
Bachelor of Arts - Education
University of West Florida
Associate of Arts - Education
Florida State University