Kylie Austin

Experience

• 

  The Common Man

  Sept 2012 - Mar 2017

  Server

  Drawing from my experience as a server, I developed crucial skills in anticipating customer needs and delivering exceptional service—abilities that translate directly to customer success roles. I took initiative to enhance our team's capabilities by training over 20 employees in hospitality standards and introducing pre-shift quizzes focused on allergy awareness and dietary restrictions. My organizational skills extended to menu review for accuracy and managing our social media presence across multiple platforms. This multifaceted experience in customer service, training, and operational efficiency demonstrates my ability to understand and exceed customer expectations while maintaining high standards of service delivery. Show less

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  Moretown Elementary School

  Aug 2017 - May 2018

  Elementary School Teacher

  In my position as a Teacher and graduating with an Elementary Education degree, I developed a comprehensive curriculum with clear learning objectives and detailed planning. I maintained strict adherence to deadlines while keeping student needs as my primary focus. I introduced innovative E-Learning strategies for ongoing educational development, quickly mastered new software platforms, and trained fellow staff members. My ability to thrive in dynamic environments allowed me to adapt swiftly to unexpected changes and challenges. Show less

• 

  The Round Barn, Freelance

  May 2018 - Sept 2020

  Event & Wedding Coordinator

  In my role, I led a dynamic team of over 50 employees spanning inventory management, front-of-house operations, and event staffing. My strong interpersonal skills enabled me to build and maintain productive relationships with both my internal team and our guests. I drove operational efficiency through strategic time management, optimal staff utilization, and consistent goal achievement. Throughout my tenure, I successfully managed more than 150 weddings and coordinated diverse events involving multiple vendors and third-party contributors. Show less

• 

  Dutchie

  Jun 2020 - now

  As a Senior Project Manager in CS Operations at Dutchie, I specialize in spearheading cross-functional programs, refining processes for maximum efficiency, and driving strategic growth initiatives that closely align with our company's OKRs.In my role, I demonstrated strong project management capabilities by orchestrating multiple large-scale programs simultaneously, utilizing Jira for comprehensive task management. I spearheaded the transition from legacy Zendesk Suite to Omnichannel, where I redesigned routing logic and departmental structures to implement skills-based routing. A key achievement was implementing the Decagon AI chatbot across all products, resulting in a 25% increase in deflection rates. As a priority stakeholder, I managed Jira escalation development between Customer, Support, and Engineering teams, ensuring streamlined pathways for bug and issue tracking. I enhanced communication efficiency by establishing an asynchronous system across Slack and Jira channels, keeping stakeholders consistently updated on project progress. My responsibilities included implementing Customer Experience processes for new products and developing scalable operational solutions to meet customer needs. I took ownership of the QA program, creating a technical and customer-focused rubric to drive agent accountability. Drawing on my ability to coordinate both functional and technical resources, I managed performance metrics to build data-driven business cases measuring CX operations success. I consistently ensured timely delivery of all project components, including charters, plans, schedules, requirements, UAT, and retrospectives, while leading cross-functional initiatives to identify and implement process improvements through collaborative partnerships. Show less

  • Senior Project Manager, CS Operations

    Apr 2024 - now

  • Project Manager, CS Operations

    Apr 2022 - now

  • E-Commerce Support Team Manager

    May 2021 - Apr 2022

  • Support Representative Tier II

    Sept 2020 - May 2021

  • Support Representative

    Jun 2020 - Sept 2020