Katherine Lake (Booth)

Experience

• 

  Galton Voysey

  Dec 2019 - May 2023

  ● Sourced, hired, trained, scheduled and managed a team of 50+direct reports.● Responsible for shaping brand tones, developing newprocedures, and ensuring all necessary KPI targets were identifiedand exceeded.● Assisted in SEO and marketing efforts with a focus on increasingbrand awareness as well as brainstorming and implementing newideas in the realm of reputation management.● Spearheaded transition from outsourced Customer Servicesupport company to an assembled team of customer servicefreelancers subsequently reducing total costs, while maximizingservice flexibility and ability to scale.● Conducted over 2,000 interviews as part of our ongoing internalrecruitment efforts. Show less ● Responsible for hiring, training, scheduling, and managing a teamof over 20 direct reports.● Implemented and maintained a social media moderation systemto provide 24 hour coverage across three brands.● Maintained ludicrously high levels of customer service.Responsible for setting the standard for all communication withcustomers including deciding and implementing different brandtones.● Managed Zendesk accounts to ensure efficiency. Includingmaking work flow decisions and integrating various productivityand reporting apps. Show less

  • Head of Customer Happiness

    Nov 2021 - May 2023

  • Customer Happiness

    Dec 2019 - Nov 2021
• 

  Circuit Virtual Tours by Beyond Media

  Jul 2023 - Apr 2024

  Customer Success Specialist

  ● Fostered positive relationships across 35+ accounts, consistently ensuring customer satisfaction, retention, and loyalty through effective communication, problem resolution, and a customer-centric approach.● Led end-to-end onboarding through cross-functional team project management for seamless execution from acquisition to launch.● Utilized analytical skills to comprehend, summarize, and present engagement data, empowering customers with actionable insights.● Informed strategic decision-making by translating data into potential courses of action to optimize customer experience and satisfaction.● Conducted virtual training sessions, check-ins and planning meetings to educate customers on utilizing Circuit effectively, contributing to enhanced user proficiency.● Developed compelling how-to content, documentation, and engaging help videos. Show less

• 

  Fièra Cosmetics

  Apr 2024 - now

  Head of Customer Success