Katrina McKee
Dallas,TX
Summary
Knowledgeable Customer Success Specialist with over 3 years of experience in fostering customer relationships to drive satisfaction and loyalty. Leveraged deep understanding of client needs to implement effective solutions, enhancing user engagement and retention. Demonstrated excellence in communication and problem-solving, ensuring seamless collaboration and timely issue resolution.
Overview
9
9
years of professional experience
Work History
Eligibility Specialist II
Child Care Group
Dallas, TX
02.2023 - Current
- Manage 70 active client cases monthly, providing timely support, guidance, and issue resolution while maintaining 90%+ processing accuracy
- Serve as a primary point of contact for clients and providers, clearly explaining requirements, timelines, and next steps to ensure smooth program participation
- Guide customers through application and documentation workflows, improving completion rates and reducing follow-ups
- Built personal tracking and workflow systems that improved turnaround time by 25%
- Collaborate cross-functionally with internal teams to resolve escalations and ensure consistent service delivery
- Translate complex policy requirements into clear, customer-friendly communication
Program Manager
Center for Transforming Lives
Fort Worth, TX
05.2021 - 01.2023
- Managed onboarding and ongoing support for 150+ program participants, ensuring clear understanding of services, processes, and available resources
- Built CRM and spreadsheet systems to track applications, engagement, and program outcomes
- Coordinated with 10+ community partners to deliver assistance programs and maintain consistent customer communication
- Used engagement insights to refine outreach strategies, increasing participation by 20%
- Delivered high-touch support during rapidly changing program guidelines, maintaining strong engagement and trust
- Educated participants on tools, resources, and next steps to increase program utilization
Business Service Coordinator
YMCA of Metropolitan Dallas
Dallas, TX
04.2017 - 07.2020
- Supported membership and program revenue initiatives by managing registrations, sales, and customer inquiries for 1,000+ members, contributing to branch fundraising and retention goals
- Guided members through online registration and payment workflows, improving successful enrollments and user experience
- Tracked sales and engagement data, supporting a 15% increase in revenue through improved follow-up and communication
- Assisted with campaign promotions, community outreach, and program launches to drive participation
- Built strong relationships with members, addressing questions and resolving issues to strengthen long-term engagement
- Collaborated with marketing and program teams to improve messaging and customer touchpoints across the lifecycle
Education
Bachelor of Science - Kinesiology
University of Louisiana At Monroe
Monroe, LASkills
- Customer Success & Support
- Customer Onboarding & Education
- Nonprofit Program Operations
- Fundraising & Engagement Support
- Workflow & Process Optimization
- CRM & Data Tracking
- Cross-Functional Collaboration
- Issue Resolution
- High-Volume Case Management
- CRM Systems
- Microsoft Office Suite
- Data Tracking & Reporting
Timeline
Eligibility Specialist II
Child Care Group
02.2023 - Current
Program Manager
Center for Transforming Lives
05.2021 - 01.2023
Business Service Coordinator
YMCA of Metropolitan Dallas
04.2017 - 07.2020
Bachelor of Science - Kinesiology
University of Louisiana At Monroe