Kathryne Lewis
Technical Training Manager | Product Strategy | Technology Implementation
- Role
- Learning and Development Manager at ShiftMed
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
Experience
Learning and Development Manager
Apr 2024 — Present
Lead AI support optimization initiatives to improve response quality and increase resolution rates from 48% to a consistent 71%, while maintaining and enhancing internal knowledge bases to better support both human agents and AI systems- Trained and helped launch a new product offering for a key client, delivering virtual onboarding sessions to 100+ healthcare professionals and ensuring strong adoption and product understanding- Analyze healthcare professional chat inquiries to identify opportunities for improving customer satisfaction (CSAT) performance- Oversees content updates and executed communication plans for product releases, ensuring consistency across all internal resources- Collaborated with cross-functional teams to keep resources aligned with current procedures, deepening understanding on common issues they face and improve knowledge delivery to agents and healthcare professionals.
Education
Del Mar College
Bus
2014 — 2016
Skills
- Payroll and Scheduling
- Merchandising
- Leadership
- Sales
- Retail
- Visual Merchandising
- Customer Service
- Training
- Time Management
- Inventory Management
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