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📓 Bio: I fell into contact centers before I knew that was a career, started as a frontline supervisor over a decade ago, and just kept getting pulled toward the same question: why does this have to be so hard, for the customer and the person answering the phone? That question is basically my whole career. I’ve built support orgs, coaching programs, and lately I’ve been the person championing our first agentic AI rollout (Cognigy), trying to figure out where AI actually helps versus where it just...

📍 Current Location: UT, United States

LinkedIn URL: https://www.linkedin.com/in/kat-s1

💼 What do you do? I figure out where AI and process actually help, then build the team and standards to make it stick

🎬 Activities / Interests: Activism, Coffee, Cats, Family Time, 90s Music

💡 Ask me About: Where agentic AI actually helps in a contact center versus where it just moves the friction somewhere else. Building a CS/CX function from absolute scratch. Turning a messy escalation pattern into a repeatable fix. Manager-of-managers leadership. Or honestly, anything CCaaS.

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