We’re excited to introduce Kelly, who has been part of our Customer Experience team for over two years. Kelly brings a wealth of knowledge and a passion for customer experience and makes a significant impact on our projects and company. Let’s see what drives her and discuss how we can continue to empower women in technology as we celebrate Women’s Equality Month.
How long have you been with GDT, and what does your role entail?
Kelly: I have been with GDT since November 2022. I joined a newly formed role as a Client Experience Manager (CEM). As a CEM, my key responsibilities range from managing the customer relationship, conducting monthly and quarterly business reviews, ensuring GDT meets service level objectives, resolving issues quickly and with transparency, and ensuring renewals and customer satisfaction across multiple customers. Being able to effectively communicate with the customer and within GDT is key to keeping everything aligned.
Can you describe your team, their role, and team’s dynamics?
Kelly: We have a dynamic and diverse group of CEMs with varying backgrounds, each bringing our own unique experiences to the table. Even as we are all remote, we collaborate with each other. Although we all have our own Managed Services customer assignments, our common goal is to “Delight our customers”, fostering an environment that values both customer satisfaction and company values. We balance managing our customers, satisfying our customers, and focusing on our company values.
If you think about it, people can be trained to do just about anything. But one thing you cannot train someone to do is genuinely care about customers and ensure a great experience. Our CEM team cares, goes the extra mile, and champions one another.
But one thing you cannot train someone to do is genuinely care about customers and ensure a great experience. Our CEM team cares, goes the extra mile, and champions one another.
Is there anything specific you are looking forward to in 2025 for your team’s goals and initiatives?
Kelly: GROWTH! I can’t wait for the Managed Services portfolio to grow with new customers in 2025. The Managed Services team has come a long way since I started, and we have a lot of smart, talented team members ready to build the business through new customer engagements. We have helped establish processes, identified trends, and laid the groundwork for the customers to come.
What achievements are you most proud of in your personal or professional life?
Kelly: I am proud of my parents and my amazing family! My niece wrote her college essay about me: how she looked up to me, how I carried myself, and all these amazing things about me. I had no idea she had written the essay until 15 years later. She shared it with me when I needed a little professional “pick me up”. It really resonated because you can make an impression without even knowing it.
How do you stay motivated and continue to grow professionally?
Kelly: I think there was a time early in my career where I was eager to move on to the next role and was heads down determined to grow my career. Today, I look back and think, wow, I’ve accomplished a lot as a woman in technology. I’ve also slowed down and narrowed my focus to what I love most: interacting with customers and building relationships.
Having so many years in the services space, it comes naturally to me now. But the technology and types of problems encountered vary, so I’m always learning something new. I love what I do, the customers, and the interactions with everyone. It’s not a mundane job; every day is new! That is what keeps it challenging and motivating.
What aspects of our organizational vision, mission, or values resonate with you?
Kelly: What I love about GDT is that they care about their employees. For example, there’s a veteran’s group, women’s group, and a running group to name a few. We collaborate together, and GDT supports that.
We also have the Cooleaf tool that lets you go in and simply recognize someone for the good work they do or just for helping! Anyone can recognize another employee at any time. It’s a great way to tap someone on the back, especially when we are all so remote. While GDT has a strong business mission with goals, it values itss employees as equally important.
This month is International Women’s Equality Month. Can you tell us what women’s empowerment means to you?
Kelly: I think the key word here is “empowerment.” As a woman working in the IT space where, on average, the percentage of women is somewhere between 25% – 30%, it’s tough earning respect and trust. Empowerment is having that ability to share knowledge, express interest and influence, all while commanding earned respect and trust.
I think the key word here is “empowerment.” As a woman working in the IT space where, on average, the percentage of women is somewhere between 25% – 30%, it’s tough earning respect and trust. Empowerment is having that ability to share knowledge, express interest and influence, all while commanding earned respect and trust.
For me, most of this comes down to understanding who I am, what makes me happy, where I want to be professionally, and knowing failure is one of life’s greatest experiences. Yes, failure! Learn from your mistakes, rebound, and get up even stronger the next time. That’s empowering!! International Women’s Equality Month is a reminder to celebrate these values and to continue pushing for a space where every woman feels empowered and valued.
What changes would you like to see in the workplace or society to better support gender equality?
Kelly: I’d like to see more young women involved in STEM. There is so much potential if you get involved in high school, college, or early in life. Female engineers are such a rarity to come by.
What advice would you give to women in our field?
Kelly: To the women out there, I would say ask questions and set no limits in your career! Someone else in the room will surely benefit from your thoughts, so don’t be afraid to ask clarifying questions during a meeting or call. Don’t assume the question isn’t important or relevant as it just might spark insights from others.
As far as your career goes, it is all about what you want to make of it and how it will fit into your lifestyle. I would also encourage women to find a mentor. Finding a mentor, regardless of gender, who can provide guidance and inspiration is invaluable. Observing and learning from their skills, knowledge, and communication styles can make a significant difference in your professional development and can offer great lessons in relationship-building and influence.
What are your hobbies and interests outside of work?
Kelly: Outside of work, my family and friends are key to my happiness. Once an avid runner, I had to stop due to a foot injury but took up Pilates a couple of years ago. I can check out and calm my mind a few hours a week all while building strength. I actually add classes to my calendar to ensure I make the time. Game changer!
You can find me on the golf course in the warmer months, but at home by the fire with my two dogs bingeing something on a streaming service during the winter. I keep telling myself to book those European destinations I want to visit, but it remains on the bucket list for now.
Thank you, Kelly, for sharing a little about yourself and for the role you play in making GDT a great place to work. Learn more about GDT’s vibrant culture and explore our career options by visiting Life at GDT.
