Kathryn Locey: PRODUCT EXPERIENCE SUPPORT MANAGER

Developing a QR code system for accessories to simplify the customer support process Delivering quarterly reports to Management providing customer insights to support future product designs Achieves on-time deliverables for new products (NPIs) by working closely with the Global Business Units Represent the Customer Support Organization in System Team Meetings on a weekly basis Analyzes data on products to ensure KPIs are being met Check ins with regions to be in the loop of any upcoming issues Ensures timely training for call centers on complex projects Responsible for the end-to-end strategy for accessories Arrange for product support pages to be created Ensure each product has a spares strategy

Created internal awareness campaigns highlighting the importance of security, privacy, and data protection Developed and curated content for video training modules in support of customer support employees Assisted with research on various security certifications Researched, built and developed COVID-19 protocols for over 1,000 world-wide field agents Hosted and managed staff meetings Planned and organized Customer Experience Days

Organized and maintained records management system Coordinated with insurance company representatives for customer billing Tracked medical and police records and other confidential information