Kaitlyn Greening

Experience

• 

  The Odyssey

  Apr 2012 - Aug 2012

  Sales Executive

  • Provide local companies individual exposure to UGA's largest Greek newspaper• Persuade companies to invest in the paper as a means of advertisement• Communicate to the companies how efficient "The Odyssey" is marketing their product or service• Create an effective sales pitch that will appeal to companies

• 

  IABC at UGA

  May 2012 - May 2013

  Vice President of Communications

  • Publicize all Chapter events• Maintain the IABC bulletin board • Responsible for developing and maintaining Website, flyers, promotions and photography• Implement strategic planning operations such as social media campaigns in order to accelerate growth in the organization

• 

  Dover Grace Alternative Bridal Boutique

  Nov 2012 - Apr 2013

  Intern, Public Relations and Retail Merchandising

  • Assist in merchandising inventory• Work directly with clients and suppliers• Oversee all bridal appointments• Direct all social media accounts (Twitter, Facebook, Instagram, Polyvore)

• 

  Caterpillar Inc. – Building Construction Products (BCP)

  May 2013 - Jul 2013

  Human Resources Intern

  • Assist with recruitment strategies and events for employment• Collect data and compile overall hiring report• Staff Information and orientation sessions as needed• Plan monthly intern events• Coordinate employee individual files

• 

  Full Media

  Aug 2014 - Dec 2014

  Marketing Analyst Intern

  • Assist with and manage the day-to-day performance and growth of our clients' online presence• Continually explore, optimize and test ways to increase traffic, drive conversions, improve engagement, all in an effort to educate our client's website visitors• Manage the reporting of various metrics to show month over month trends, explain performance, show results and help our clients to "feel" the impact we're having on their bottom line• Help with building out and scaling new campaigns / endeavors for our clients• Help with identifying online opportunities to expand the visibility of our clients in an effort to put them in front of their target audience• Assist with market and competitor research Show less

• 

  UPS

  Jan 2015 - Apr 2015

  Global Business Services Communications Intern

  • Implement a strategic process for applying to national and international shared services business model award programs• Research appropriate platforms • Conduct post-application follow-up• Manage publicity of award platforms• Create content for UPS Enterprise Portal Local News• Support cross-function collaboration from an internal communications perspective• Aid in communication plan execution

• 

  UPS

  Dec 2015 - Aug 2022

  • Implement and maintain customer experience governance across GBS• Identify root cause of customer experience pain points through customer experience surveys and customer call analysis; for example, identified import/export document completion for international shipping as major issue for customer, leading to redesigns for ups.com• Assist in conducting customer service journey mapping sessions for the organization• Conduct market analysis and customer interviews to build and design GBS customer experience vision• Forecast CCR Loyalty (CSAT) and Transactional NPS goals and communicate actuals to senior leadership for customer support by region• Identify relevant customer experience KPIs in the industry and seek buy-in from leadership to align deliverable measurements accordingly• Manage GBS digital scaling team (three direct reports), which supports UPS’s Customer Experience Center of Excellence with Qualtrics surveys and dashboards for prioritized customer journeys• Build Standard Operating Procedures (SOP) for CX Governance, CX vision creation, and goal forecasting Show less • Build and maintain GBS’s demand management process, the supply chain process for work coming to UPS’s shared services function, as well as managing the entire scope of demand management• Provide consultation to internal customers to ensure demand management service is delivered in a way that meets their needs• Build and facilitate training regarding demand management technology platform • Build Standard SOPs for demand management process• Provide strategy support with a focus in the Commercial Services Delivery area (Sales, Marketing, Brokerage, Pricing) by evaluating projects, completing situational assessments, and coordinating stakeholder meetings• Report quarterly goals to senior leadership regarding demand management service level agreements and percent effectiveness to plan Show less • Collect current state baseline of Ground, Air, Returns, and Economy products for UPS Business Portfolio• Conduct research with customer segments to determine project/program obstacles, problems, or opportunities for UPS’s Economy Portfolio • Analyze raw data into relevant metrics to establish and document product/segment performance (package volume and revenue impact, breakeven point, rate of return) for the UPS SurePost product• Begin to define future state of the UPS Economy portfolio through data analysis, customer expectations, and stakeholder input • Respond to stakeholder questions and concerns to ensure understanding of product and gain buy-in from the Sales Force• Facilitate calls to ensure the Sales Force have knowledge and tools to effectively perform job responsibilities, to enhance skills, to improve performance, and to ensure overall success with UPS customers Show less • Analyze shared services information to identify the most significant opportunities to improve processes across categories• Develop process manager training • Create and implement a channel strategy for process owners • Develop strategic deliverables through secondary research and data analysis • Communicate strategic objectives to internal team members• Assist with Journey Mapping Sessions to support customer journeys• Walk initiatives through strategic roadmaps to identify current states and develop desired states• Support project management in relation to major transformation efforts• Manage WAVE, a program management tool that combines activity tracking with powerful impact measurement• Communicate strategic deliverables to Senior Leadership through presentations and round table discussions• Create weekly Leadership Update Report to communicate key GBS initiatives to the Chief Financial Officer Show less • Forward feedback to the appropriate process owner for follow-up when needed to ensure accuracy• Ensure information across business units is accurate and easy to use for a positive customer experience• Prepare communications on service impacts and holidays to ensure representatives have the information they need to assist customers• Create and maintains spreadsheets to ensure all update and redesign project deliverables are completed and documented• Resolve issues such as broken hyperlinks, missing content, and conflicting content to assure information is both accurate and accessible• Perform quality assurance reviews and provides feedback to ensure consistency with brand and style guidelines• Create online quiz questions and feedback to reinforce knowledge of various business unit processes• Collaborate with other departments to ensure external and internal communications are consistent• Develop and maintains relationships with site and operations partners to gain feedback on the effectiveness of communications Show less

  • Customer Experience Strategy and Process Manager

    Jul 2021 - Aug 2022

  • Marketing Strategy Manager

    Nov 2019 - Jul 2021

  • Global Product Senior Analyst

    Dec 2018 - Oct 2019

  • Strategy Supervisor

    Feb 2017 - Dec 2018

  • OTC Content Communications Specialist

    Dec 2015 - Feb 2017
• 

  Georgia-Pacific LLC

  Aug 2022 - now

  • Senior Customer Engagement Manager

    Jun 2024 - now

  • Senior Customer Experience Program Manager

    Aug 2022 - Jun 2024