Kristina heads up the Customer Support team at DonorsChoose.org. Prior to joining DonorsChoose.org, she led customer-facing teams in ed-tech and developed customer experience initiatives for a start-up in the volunteer management space. She holds an MFA in Screenwriting and a BS in Psychology. Kristina resides in Brooklyn, NY.
Kristina is a seasoned customer experience and operations leader with over ten years of customer-facing work—including B2C and B2B support, SaaS implementation, solution architecture, enterprise account management/success, and business process consultation—with six years of management experience leading teams and operational strategy. During her session, Kristina will demonstrate how to build a customer experience team around your organization’s specialties, how to balance proactive wants and reactive needs to establish trust with your customers and use automations smartly to maximize the human touch.