Katie Penrod
Connections Manager at Zillow Group
- Role
- Connections Manager at Zillow
- Location
- Santa Monica, CA, US
- LinkedIn followers
- 500 followers
About Katie Penrod
Experienced people leader with over 6 years of expertise in customer support and strategic operations in the SaaS industry. Skilled in leading and overseeing a top-performing customer support team through guidance, coaching, and mentorship. Dedicated to cultivating a positive and cooperative team culture.
Experience
Connections Manager
Nov 2019 — Present
Manage a team of 6-28 associates in an inbound/outbound dialer and manual queue environment specializing in call, text and email communications - Coach to Performance Improvement bringing a team of under-performers to success and top performing team of Q3 - Develop strategy and OKRs to successfully drive conversion metrics with a 99% Sent to Pricing rate across all teams - Work with project and product management to set the strategy, plan, and tactics for all upcoming launches; project manage all new initiatives to align with enterprise initiatives - Successfully built a new business line from a pilot program to a full org of 4 team managers and 32 customer service representatives, increasing operational efficiency and impact
Education
Thinkful
Computer Software Engineering
Victor High School
High School, International Baccalaureate
2010 — 2014
St. Lawrence University
Bachelor’s Degree, Business in the Liberal Arts, English Literature
2014 — 2018
Skills
- Research
- Microsoft Excel
- Powerpoint
- Social Media
- Teamwork
- Social Networking
- Community Outreach
- Leadership
- Management
- Customer Service
- Editing
- Project Management
- Microsoft Word
- Team Leadership
- Microsoft Office
- Writing
- Public Speaking
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