Kat Guthrie
Liberty,SC
Summary
Dynamic senior management professional with a proven track record of delivering strategic leadership and operational excellence to drive organizational success. Expertise in project management, team collaboration, and process optimization ensures a results-driven approach that enhances productivity and efficiency. Recognized for strong decision-making abilities and effective communication skills, with a commitment to developing comprehensive training content and resources that empower employees. Passion for upskilling teams fosters high performance and cultivates a culture of continuous improvement.
Overview
13
13
years of professional experience
Work History
Senior Manager, Program and Project Management, Customer Enablement (AI and CX)
Verizon Wireless
10.2024 - 12.2025
- Led initiatives for 1000+ employees on AI-enabled customer support tools, driving tool adoption enhancing service performance by implementing tailored training programs.
- Designed and scaled original training curriculum, facilitator guides, job aids, and reinforcement materials aligned to operational workflows and customer experience goals.
- Collaborated with Legal and Compliance teams to obtain rapid approvals for more than 100 original training materials, ensuring alignment with organizational vision.
- Conducted 30 instructor-led and virtual training sessions for 1500 employees, integrating AI tools that enhanced productivity by 15% on key performance metrics.
- Developed coaching frameworks and utilized performance insights, increasing training adoption rates by 20% and enhancing team productivity by 36%
- Increased average call value by $60 across 43% of Partner Sites by implementing targeted training, ultimately expanding the pilot to cover 100% of sites.
Senior Analyst, Customer Success and Channel Management
Verizon
12.2023 - 10.2024
- Led enterprise training initiatives on AI tools to enhance operational efficiency, contributing to a 15% reduction in service response times
- Developed training materials and job aids for 3 new CX programs and digital tools, enhancing user proficiency and satisfaction
- Coordinated legal reviews and for a team of 260 securing stakeholder approvals for 60+ training materials, ensuring instructional clarity and compliance with regulations.
- Created comprehensive executive report linking training effectiveness to adoption metrics and performance outcomes, leading to actionable insights for the leadership team.
- Analyzed usage trends and performance data to identify 78 skill gaps, prompting development of targeted training programs that improved team performance.
- Partnered with Sales, Product, Operations, and Learning teams to align training delivery with business priorities increasing training adoption by 32%.
Supervisor, Inside Sales/New Employee Experience
Verizon Wireless
09.2020 - 08.2023
- Led and coached customer-facing teams through structured onboarding, skills training, and continuous learning programs.
- Delivered instructor-led training for 278 team members on CRM tools, resulting in a 30% increase in consultative selling success and improved customer retention.
- Cut average employee training time by 20% through targeted coaching, learning reinforcement, and structured performance feedback.
- Monitored response times for more than 200 daily customer inquiries to identify trends to improve response efficiency.
Supervisor, Customer Care
Verizon Wireless
05.2013 - 09.2020
- Managed a team of 16 customer care associates, improving issue resolution times by 34% and enhancing customer retention rates.
- Acted as a key resource for training on customer care processes, enhancing escalation handling which improved resolution times by 26%.
- Enhanced team performance by reducing attrition by 17% through targeted coaching and optimized workflows.
- Led call calibrations and partnered with compliance to help agents improve their three day resolution from 88.3% to 94.72% with month over month improvement
- Designed and implemented behavior-focused coaching strategies that improved KPI metrics by enhancing employee performance across a team of 16.
Education
Bachelor’s Degree - Education
Clemson University
Clemson, SCSkills
- Curriculum Design and Development
- Instructor-Led and Virtual Training Delivery
- Learning Reinforcement and Knowledge Transfer
- Time Management
- AI and Digital Tool Training
- Legal and Compliance-Approved Content Development
- Performance-Based Training Evaluation
- Stakeholder Collaboration
- Operations/ Data Management
- Content Creation
- Cross Channel Management
- G-Suite, Microsoft, Smartsheet, Salesforce, Canva, Notebook LM, Google Gemini
Timeline
Senior Manager, Program and Project Management, Customer Enablement (AI and CX)
Verizon Wireless
10.2024 - 12.2025
Senior Analyst, Customer Success and Channel Management
Verizon
12.2023 - 10.2024
Supervisor, Inside Sales/New Employee Experience
Verizon Wireless
09.2020 - 08.2023
Supervisor, Customer Care
Verizon Wireless
05.2013 - 09.2020
Bachelor’s Degree - Education
Clemson University
Acheivements
- I reduced time to proficiency by25%, cutting onboarding costs by $5,000 for every new hire and by $3200 for retraining of existing employees while helping teams perform and exceed expectations faster.
- My enablement strategies improved three day resolution rates by 15% reducing repeat contacts and operational overload driving an estimated $150,000 annual cost savings.
- Updated and sourced materials for skill ups, team meetings, and behavioral coaching's were presented weekly and created a new line take rate of 11.4% within 30 days of implantation.