Katie Yates

• Provide expert guidance on product offerings and services, enabling clients to make informed decisions based on their unique needs. Increased product adoption 10% in 90 day period
• Developed custom course certifications tailored to client use cases, resulting in 214% increase in unique tool users
• Implemented optimized customer care workflow to incorporate Google reviews, which drove 6% SLA improvement while allowing for 6.6K additional customer touchpoints

• Managed $3MM+ in annual service bookings & 57 regional accounts
• Directly managed a team of 14+ service consultants working on enterprise business
• Reversed poor client perception across 14 customers to positive CHI scores in 6 months
• Drove best practices & develop new processes including standardized consumption reporting, consultant action plans, MS Customer Happiness Index scoring and account health audits

Senior Managed Services Consultant 11/2017 - 2/2020

Sprinklr Manager, Sprinklr Giving 1/2016 - 11/2017

Managed Services Consultant 4/2015 - 1/2017

• Promoted to Principal Consultant due to ability to manage complex accounts, improve experiences for high churn risk customers and provide mentorship to peers.
• Led top 9 Fortune 100 companies via planning, delivery & analysis of social customer care workflows & best practices
• Developed monthly project report to align tactical actions to strategic goals & calculate value realization
• Delivered org-wide presentations around social customer care & consultative best practices

• Community Education Manager (October 2014 - Present) Develop and coordinate innovative educational programs including EdExchange, Tech Reach and school tours
• Raised 500K in total grants on launch of EdExchange, securing program funding for 5 years and providing dozens of educators and Title 1 schools with STEM education resources

• Develop strategy and build partnerships with influential individuals and organizations to bring powerful users to Google+ platform through outreach, on-boarding, and developing relevant social media programs on major national scope, resulting in over 100+ engagements (exceeding quarterly goals by 50% on average)
• Managed national programs, promotion and follow-up coverage for partners including Google Connected Classrooms, Scientific American, CERN, National Geographic, Duke University, Atlanta Zoo, ISTE, SWSXEdu