Kathryn McGavick

About Kathryn McGavick

I am a customer-centric executive who creates strategies to meet customers where they are. Curious and persevering, I like working with brands that are scaling and have operational problems to solve. At Outerwall, I led the customer support group for the core brands of Redbox and Coinstar, as well as providing strategic direction on customer service for many start-up or newly acquired businesses like ecoATM and Gazelle.Collaborating with people and developing strong relationships is a strength. Success in today’s customer service requires strong partnerships with vendors and internal departments. I provide strategic direction and leadership in managing contact center outsourcing and technical tools vendors. Giving team members opportunities to shine and extend their skills is a joy. Accomplishing great feats as a team is powerful.A contact center veteran, I’ve worked across most service delivery channels: phone, email, chat, self-service and social media. I am a practical visionary that likes to apply new methods to help customers while working within budgets and timelines. My guiding principle is to build what’s right for the brand. Whether working for a large company like Bank of America or an internal start-up, I am always looking for ways to improve the customer experience and participate in moving the business forward.

Experience

1. Rvp Portfolio Pre Sales

   NiCE

   Apr 2025 — Present · US

   Customer experience is all about CUSTOMER. Excited to advance to lead the Value Advisory and RFP teams where we help clients to connect technology and value.

Education

• University of Washington

  B.A., Liberal arts

• UW Foster School of Business

  Executive Seminar, Accounting and Finance

Skills

• Bpo
• P&L Management
• Customer Relationship Management (Crm)
• Strategy
• Workforce Management
• Contact Centers
• Banking
• Call Center
• Customer Engagement
• Retail
• Outsourcing
• Team Building
• Management
• Call Centers
• Business Development
• Account Management
• Change Management
• Team Leadership
• Forecasting
• Cross-Functional Team Leadership
• Business Process Improvement
• Vendor Management
• Performance Management
• Crm
• Executive Management
• Operations Management
• Customer Retention
• Customer Service
• Program Management
• Process Improvement
• Social Media
• Customer Experience
• Start-Ups
• Leadership
• Strategic Planning
• Customer Satisfaction
• Training
• Product Management
• Analytics
• Strategic Partnerships