Katherine Newman

Katherine Newman is a dedicated Customer Support Specialist at Wix.com, where she leverages her extensive experience in customer care mentorship to enhance user experience (UX) and drive customer satisfaction. In her current role, Katherine focuses on onboarding new customer support experts, ensuring they are equipped with the necessary skills and knowledge to excel in their positions. By delivering personalized mentorship, she fosters a culture of continuous improvement, helping agents refine their soft skills and optimize their workflows to meet and exceed daily key performance indicators (KPIs).

Katherine's key projects include implementing a structured feedback system, where she conducts weekly one-on-one sessions with team members to discuss performance metrics and identify actionable items for growth. This initiative not only empowers agents but also strengthens the overall customer experience by ensuring that each team member is aligned with Wix's commitment to excellence. Additionally, Katherine collaborates closely with leadership to analyze weekly data, showcasing individual and team progress, which is crucial for strategic decision-making and resource allocation.

Her skill set encompasses a diverse range of competencies, including data analysis, process improvement, and public speaking, all of which contribute to her effectiveness as a mentor and leader. Katherine's passion for training and development is evident in her proactive approach to enhancing the customer support experience, making her a vital asset to the Wix team. Through her efforts, she not only elevates the performance of her colleagues but also plays a pivotal role in shaping a customer-centric culture within the organization.