Katie Mahoney MBA

Background

With an MBA and years in strategic roles, I blend analytical thinking with creative problem-solving to drive business success.

Passionate about growth and leadership.

Experience

Associate Product Manager – Copeland     2024-2026

  • Orchestrated strategic roadmaps for a 1,310 SKU portfolio generating $181M in annual sales.
  • Spearheaded stagnated product backlog and development cycles using agile methodologies, to release three critical new gas valve designs for major customers in 6 months, adding up to $14M in sales. 
  • Participated directly with engineering teams to define precise acceptance criteria, and success metrics, ensuring new feature/valve launches meet both regulatory standards and client centric outcomes.

Applications Support Specialist – Emerson     2023-2024

  • Coordinated between Software, Hardware and Firmware engineers, Product Management, and Customer Facing Teams to decrease time to completion and increase customer satisfaction of our SaaS products from 15 days to 1 day.
  • Created and managed projects to implement new strategies for better customer experiences using ERPs, resulting in 15+ new software features and bug fixes released on the platform.
  • Reduced top 3 escalations by 75% through the retraining of internal employees.
  • Created an emergency response process across 6 products for when digital communications went down to reduce customer data loss time to 6 hours or less.

Tech Support First Shift Lead – Emerson     2018-2023

  • Managed a cross-functional team and coordinated with shared services in Boise, ID, Palm Beach Gardens, FL, Guadalajara, MX, and Manila, PHL to maintain high standards of customer technical service, and ISO 9001 compliance.
  • Created and implemented over 20 new Standard Operating Procedures (SOPs) that increased product mastery by 80%.
  • Trained new hires on technologies and best practices to reduce case initial response times to less than 5 minutes.
  • Trained to be an internal ISO 9001 auditor, and performed 9 different internal audits after this training in this role and my following 2 roles, to ensure company compliance with ISO regulations.

Technical Support Representative – Emerson     2016-2018

  • Resolved customer issues and inquiries in accordance with company KPI’s.
  • Demonstrated better processes to management to implement to better suit SaaS customer needs.

Customer Support Representative – Locus Traxx     2014-2016

  • Resolved customer issues and inquiries in accordance with company KPI’s.
  • Demonstrated better processes to management to implement to better suit SaaS customer needs.

Strategic Growth

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Market Analysis

Led comprehensive market research that identified key opportunities, driving informed decisions and measurable business growth.

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Team Leadership

Managed cross-functional teams with a focus on collaboration, resulting in successful project delivery and enhanced team performance.

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Process Improvement

Implemented streamlined workflows that increased efficiency and reduced operational costs without sacrificing quality.