Kelsey Gogerty
Austin,TX
Summary
Customer Experience and Operations professional with 6+ years of experience leading support operations, optimizing workflows, improving CSAT performance, and driving cross-functional operational initiatives within fast-growing tech environments. Proven success managing escalations, coaching teams, leading BPO, improving SLA performance, and scaling customer support operations through process improvement and operational analytics. Experienced in partnering with cross-functional stakeholders to improve efficiency, customer experience, and operational scalability.
Overview
7
7
years of professional experience
Work History
CX Operations Manager
OUTSCHOOL
08.2024 - Current
- Lead support optimization initiatives focused on improving workflow efficiency, queue management, routing accuracy, escalation handling, and resolution speed across customer support tiers.
- Reduced chat first response time by 98.9%, from 2h 5m to 1m 21s.
- Partner cross-functionally with internal operations teams and BPO stakeholders to streamline support workflows and improve customer experience outcomes.
- Support operational transitions from internal teams to BPO partners, improving documentation, scalability, operational consistency, and SLA adherence. Introduced issue-type-specific SLA workflows to align response times with customer urgency, enabling high-priority account access and billing issues to receive responses within ~3 minutes.
- Developed QA scorecards and evaluation rubrics to assess agent performance, improve quality standards, and identify coaching opportunities.
Team Lead, Client Services
TIKTOK
11.2023 - 07.2024
- Launched and scaled Client Services support operations for SMB managed accounts, supporting high-volume customer escalations and operational workflows.
- Managed and coached a team of 12 Subject Matter Experts (SMEs), overseeing productivity, quality performance, queue management, and operational support initiatives.
- Oversaw escalation handling and SLA performance while partnering with cross-functional teams to improve workflows and customer outcomes.
- Improved team CSAT by 18.2% and reduced resolution time by 19.5% through process optimization, coaching, and workflow enhancements.
- Analyzed KPI trends, operational performance metrics, and customer feedback to drive strategic operational improvements.
- Created and implemented process improvement initiatives that increased operational scalability, efficiency, and support consistency.
- Coached team members on KPI attainment, escalation management, customer communication, and operational best practices in a fast-paced environment.
Client Services Specialist
TIKTOK
09.2021 - 11.2023
- Resolved complex customer issues related to digital marketing operations, account management, and platform functionality.
- Served as Subject Matter Expert for TikTok Business Center, providing training, escalation support, and operational guidance.
- Partnered with product and operations teams to improve workflows and support processes for SMB platform users.
- Consistently exceeded quality, response time, and productivity metrics in a fast-paced support environment.
Operations Analyst
ORCHARD
08.2020 - 09.2021
- Managed high-volume operational workflows related to home closing transactions, contracts, and financial documentation.
- Coordinated with lenders, title partners, and internal stakeholders to ensure compliance, accuracy, and timely transaction completion.
- Improved workflow efficiency through process optimization initiatives and Salesforce workflow enhancements.
- Promoted from Transaction Coordinator to Operations Analyst within 10 months based on strong operational performance.
- Maintained SLA compliance while managing multiple competing priorities in a deadline-driven environment.
Account Manager
REX
06.2019 - 04.2020
- Managed 70+ customer accounts throughout the sales and onboarding lifecycle for a real estate technology startup.
- Resolved escalated customer concerns while improving adoption, retention, and customer satisfaction.
- Collaborated cross-functionally with operations and sales teams to streamline workflows and improve customer experience.
- Assisted with Salesforce workflow implementation and CRM migration initiatives.
- Promoted from Onboarding Specialist to Account Manager within 2 months.
Education
Associate of Liberal Arts -
Des Moines Area Community College
Des Moines, IA05-2014
Skills
- Customer Experience Operations
- Vendor & BPO Management
- Escalation Management
- Queue Management
- SLA Management
- Workflow Design
- Quality Assurance
- KPI Reporting
- CSAT Improvement
- Workforce Coordination
- Cross-Functional Collaboration
- Process Improvement
- Project Management
Timeline
CX Operations Manager
OUTSCHOOL
08.2024 - Current
Team Lead, Client Services
TIKTOK
11.2023 - 07.2024
Client Services Specialist
TIKTOK
09.2021 - 11.2023
Operations Analyst
ORCHARD
08.2020 - 09.2021
Account Manager
REX
06.2019 - 04.2020
Associate of Liberal Arts -
Des Moines Area Community College
TOOLS & PLATFORMS
- Jira
- Salesforce
- Slack
- Google Workspace
- Excel
- KPI Dashboards
- QA Evaluation Tools
- Intercom
- ChatGPT
- Claude AI
- Metabase
- Coda
- Stripe