Kristine Ross
Manager, Customer Care at AppFolio, Inc.
- Role
- Manager, Customer Care at AppFolio
- Location
- Santa Barbara, CA, US
- LinkedIn followers
- 500 followers
About Kristine Ross
Innovative and strategic leader with over 3 years of experience in customer care management at AppFolio. Known for delivering exceptional customer experiences, driving team performance, and enhancing operational processes through analytical insight and strategic planning. Proven track record in fostering team growth, navigating complex change environments, and building collaborative cross-departmental relationships.Positive-thinker, life long learner, and authentic communicator. Leans into natural strengths as a strategic and empathetic relator with outstanding communication skills to drive collaboration and advocate for the best outcomes for my people and business. Keen ability to spot patterns and issues while working with others to create alternate ways to proceed allows systematically effective operational enhancements. Knack for building trust while supporting and guiding through challenging transitions and uncertainty. Have worked directly with SMB, Strategic, Corporate and Horizon customers, have played an integral role in building onboarding and training programs, and managed large teams of Customer Care Specialists while working cross-functionally to build out and refine Customer Care department strategy and process.
Experience
Manager, Customer Care
Nov 2022 — Present
Leadership and Strategy: Lead a team of Customer Care Specialists focusing on high-complexity cases, emphasizing adherence to strategic objectives and continuous process improvement. Successfully maintained a 95% Care SLA adherence, demonstrating effective crisis management and strategic foresight.Team Development: Cultivated a culture of high performance and inclusion, significantly enhancing team engagement and professional development through targeted coaching and personalized growth plans.Operational Excellence: Revamped the Weekly Business Review program, aligning team performance with corporate goals through refined analytics and process standardization, leading to a measurable increase in operational efficiency and customer satisfaction.
Education
SBCC Cosmetology Academy
Certificate of Completion & CA State Board License, Estethics
UC Santa Barbara
BA, Psychology
2004 — 2007
Skills
- Event Planning
- Microsoft Excel
- Resorts
- Customer Service
- Spa
- Leadership
- Microsoft Word
- Microsoft Office
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