Kristi Romain
Burien,WA
Summary
Knowledgeable leader skilled in driving large-scale programs that elevate employee engagement, foster cross-functional collaboration, and consistently exceed stakeholder expectations. Demonstrated success includes effective scaling of programs, streamlining operations, and the strategic application of technical expertise to achieve impactful results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Empathy Program Manager
Remitly, Inc
02.2022 - Current
- Developed cross-functional, company-wide programs such as Customer Day and Global Customer Support Immersion trips
- Established and maintained self-service toolkit for Customer Empathy engagement resulting in 15x, YoY growth in CS call-shadowing participation by employees
- Streamlined CS Associate feedback process to enhance customer understanding and integrate actionable insights into roadmaps, achieving 58% review rate by stakeholder teams and 27% action rate on suggested ideas
- Established monthly Voice of Customer Business Review ritual with strong executive engagement
- Supported development of root cause classification system for customer feedback
- Benchmarked impact metrics for Voice of Customer Programs through bi-annual employee engagement survey, showing significant improvements in designated question metrics
- Established scalable programs, including new hire onboarding impacting over 320 employees and resulting in 4.83 out of 5 rating
- Co-led Women's Professional Leadership ERG for 2+ years, showcasing strong commitment to diversity, equity, inclusion, and belonging.
Sr. Executive Business Partner
Remitly, Inc.
12.2016 - 02.2022
- Coordinated senior staff meetings, ensured seamless agendas, recorded key decisions, and diligently tracked and followed through on action items
- Cultivated 135+ employee, Technology & Engineering culture through ownership and improvements to Hackathon Program, Remitly Tech Blog, 3 Company Sponsored Guilds, and quarterly Technology & Engineering Awards
- Delivered timely, accurate, and comprehensive support for executive decision-making through effective data analysis and presentation of relevant information
- Proficiently managed extensive and intricate calendars, adeptly prioritizing for executives amidst shifting priorities
- Skillfully handled end-to-end domestic and international travel logistics, encompassing flights, ground transportation, visas, lodging, and meeting space
- Provided mentorship to new and developing administrative staff, contributing to their professional growth and success
Owner and Photographer
Kristi Lloyd Photography
05.2007 - 10.2017
- Orchestrated simultaneous management of multiple projects, adeptly navigating deadlines amidst competing priorities
- Introduced new methods, practices, and systems to reduce turnaround time
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Sought out opportunities for professional development by attending industry conferences, workshops, and seminars to stay abreast of best practices and emerging trends
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Evaluated and adjusted pricing structures to remain competitive while maintaining profitability
Education
Associate of Visual Journalism -
Brooks Institute of Photography
Ventura, CA06.2007
Bachelor of Science -
Washington State University
Pullman, WA05.2000
Skills
- Decision-Making
- Systems Optimization
- Cultural Sensitivity
- Confluence
- Jira
- Trello
- Google Suite
- Excel
- Slack
- Adobe Applications
Certification
Data Analytics Remote, General Assembly
Timeline
Customer Empathy Program Manager
Remitly, Inc
02.2022 - Current
Sr. Executive Business Partner
Remitly, Inc.
12.2016 - 02.2022
Owner and Photographer
Kristi Lloyd Photography
05.2007 - 10.2017
Associate of Visual Journalism -
Brooks Institute of Photography
Bachelor of Science -
Washington State University
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