Kristyn Whalen

• Director of Client Success for the Upper Mid-Market West and US Onboarding divisions, directly overseeing 7 Managers (and their teams ~60 employees) in California, Texas, and Connecticut
• Started as Team Lead in 2012, steadily progressing through increasingly responsible roles over the past 12 years.
• Consistently exceeded key metrics in retention, reactivation, and high dimension ratings, resulting in a 99% Manager Effectiveness score on the most recent Employee Engagement Survey.
• Oversaw revenue upwards of $28 million quarterly.
• Spearheaded the establishment of the US Onboarding teams, including hiring and training all employees, creating processes, setting KPIs, and implementing reporting mechanisms. These efforts resulted in setting clients up for success from the start and generating an additional ~$500K in reactivated revenue each quarter.
• Proactively resolved technical issues throughout the lifetime of client accounts, addressing challenges related to aggregation, SEO, data mapping, and quality.
• Collaborated closely with Sales counterparts to enhance processes and implement solutions for clients.
• Partnered with Client Success Directors across North America and EMEA to ensure scalable and congruent team functions.
• Acted as an escalation point for resolving challenging client, Sales, and technical/product issues.
• Led initiatives to drive new product adoption across teams, including training, implementation, and measurement strategies.

• Managed the Inventory Team for Comcast California's Ad Sales Division - 4 Inventory Specialists
• Responsible for allocating, formatting and scheduling over 50 cable networks across Northern California - roughly 400,000 ads per day
• Developed and monitored inventory capacity models
• Worked closely with Local, Regional, and National Sales Directors, using yield-management strategies to maximize ad sales revenue
• Provided all rate card recommendations, pricing strategies and forecasting for the business

Awards

2010 GEM (Going the Extra Mile) Award for development of the Sports Inventory Process

2011 GEM (Going the Extra Mile) Award for Operational Excellence

• Managed globally distributed operations teams, responsible for all research, order processing/routing, and media purchasing
• Oversaw 3 Managers and 26 individual contributors
• Responsible for salary adjustments and additional headcount decisions; department metrics and budgets

• Managed team of 4 Traffic Representatives
• Implemented structure and processes to create efficiencies.
• Handled scheduling, conducted employee evaluations and was responsible for hiring decisions
• Developed and maintained metrics to justify headcount decisions, created an accountability structure and department training manual
• Led team through transition to a new CRM platform
• Cross-departmental work with Media Relations, Production, Monitoring and Reports Managers