Kate Rusk
Director of Cx @Propel, Inc
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WORK HISTORY
Director of Cx @Propel, Inc
EDUCATION
University of Phoenix
Business Administration and Management, General
ABOUT KATE RUSK
Dynamic leader with 25+ years of experience in customer experience and operational leadership in contact centers. Successfully established and scaled a high-performing Customer Experience (CX) organization for a fintech startup, driving customer satisfaction, quality processes and operational excellence from the ground up. Proven expertise in driving performance through strategic process improvements, employee development, and cross-functional collaboration. Accomplishments include reducing CX cost per Monthly Active User (MAU) from $3.82 to $1.13, implementing retention efforts that reduced account closures by 18%, and improving Repeat Contact Rate from 36.82% to 29.52%. Passionate about creating meaningful customer interactions, fostering high-performing teams, and delivering world-class customer experiences. Skilled in leveraging tools like ZenDesk, Metabase, Assembled and Medallia to uncover insights and drive impactful changes. Currently focused on transforming CX strategies and mentoring emerging leaders to create a lasting impact in the industry. Excited to leverage AI technologies to empower agents, enhance customer engagement, and drive cost efficiency.
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