Christie Colbert

What I Do

Areas of Expertise

Combining customer experience strategy, technical implementation, and AI-powered automation to drive measurable business outcomes.

Customer Experience & Success

15+ years of combined customer success, SaaS onboarding, and B2B account management experience across technology, healthcare, and legal industries. Driving customer retention, managing escalations, hitting CSAT and NPS targets, and acting as a trusted strategic advisor to stakeholders at every level.

Zendesk Salesforce Help Desk Operations Escalation Management

Technical Implementation

End-to-end SaaS implementation and platform deployment across multi-site enterprise environments — scoping requirements, coordinating engineering and product teams, managing project timelines, and driving full user adoption with zero critical service disruptions. Experienced in change management, go-live planning, and post-deployment optimization.

Hexnode MDM iPad Field Deployment Low-code Automation Account Administration

AI & Workflow Automation

Designing and deploying intelligent AI agents, automation workflows, and conversation flows using AI-enhanced tools, prompt engineering, and low-code/no-code platforms. Translating complex operational requirements into scalable, measurable systems that reduce manual overhead, improve throughput, and drive organizational efficiency.

Prompt Design Conversation Flows AI Tools Process Optimization

Capabilities

Skills & Tools

A comprehensive skill set spanning customer success, SaaS implementation, AI automation, and team leadership — paired with hands-on expertise across 15+ enterprise platforms and CRM systems.

Customer Experience

Customer Success Management SaaS Onboarding & Adoption Enterprise CX Platforms Technical Account Management B2B Client Relationship Management Escalation Management SLA & KPI Management Help Desk Operations Customer Training & Enablement Workshop Facilitation Voice of Customer (VoC) Stakeholder Engagement

Technical & Automation

AI Agent Design & Automation Prompt Engineering Low-code / No-code Workflow Automation OCR Technologies Relativity Platform SaaS Implementation & Integration API & Systems Integration Technical Troubleshooting & Root Cause Analysis MDM & Mobile Device Management CRM Administration Account Administration & User Provisioning Process Documentation

Field Operations & Administration

Technical Field Operations MDM Device Management iPad & Mobile Software Configuration Help Desk Ticket Triage & Resolution IT Support & Troubleshooting Platform Account Administration User Onboarding & Offboarding Remote & Distributed Team Coordination ITSM Principles

Operations & Leadership

Cross-functional Collaboration Project & Program Management Change Management Data Analysis & KPI Reporting Process Optimization & Improvement Vendor & Partner Management Training & Development Communication & Executive Reporting Budget & Resource Coordination

Platforms & Software

ZendeskHelp Desk & Support

IntercomCustomer Messaging

SalesforceCRM & Sales Platform

HubSpotCRM & Marketing

RelativityLegal Technology Platform

OCR TechnologiesDocument Digitization

JiraProject & Issue Tracking

Monday.comWork Management

SlackTeam Communication

ZoomVideo Conferencing

Hexnode MDMDevice Management

RetoolLow-code Builder

AircallCloud Phone System

AI & Automation ToolsIntelligent Workflows

Work History

Professional Experience

A proven track record across B2B customer success, SaaS platform implementation, AI-powered operations, nonprofit governance, and emergency medical services — demonstrating adaptability, technical depth, and leadership across diverse industries.

Dec 2025 — Present

Fowler O'Sullivan FoundationIdyllwild, CA · Non-Profit · fofound.org ↗

Board Secretary

Serve on the Board of Directors of the Fowler-O'Sullivan Foundation — a non-profit dedicated to supporting families of missing hikers, coordinating ground searches, and raising awareness of hiker safety and prevention.
Bring over a decade of experience in the outdoor industry to the foundation, complemented by six years of service as a 911 EMT and an extensive background in search and rescue operations in the Idyllwild, CA area.
Facilitate and run board meetings end-to-end — preparing agendas, recording minutes, managing votes and resolutions, and ensuring accurate post-meeting documentation and governance compliance.
Draft, edit, and finalize all formal board materials including meeting agendas, briefings, presentations, motions, resolutions, and official vote records to professional governance standards.
Manage all board communications — coordinating scheduling, distributing materials, tracking action items, and maintaining clear information flow between meetings and across the organization.
Designed and implemented a modern AI and OCR-powered documentation system to digitize, organize, and streamline meeting records and archival workflows — significantly reducing administrative overhead.
Act as IT advisor to board leadership — troubleshooting technical issues, evaluating software needs, and spearheading technology improvements to modernize foundation operations.
Bridge hands-on field knowledge with strong technical skills, contributing as a forward-thinking leader who strengthens both the operational and community-facing work of the foundation.

Feb 2025 — Present

Traverse Hydro Cleaning LLCIdyllwild, CA · Small Business · traversehydro.com ↗

Owner & Operator

Founded and operate a full-service exterior cleaning business providing pressure washing, gutter cleaning, and property maintenance services across the Idyllwild area.
Manage all aspects of business operations including client acquisition, service delivery, scheduling, invoicing, and customer relationship management.
Drive customer growth through direct outreach, referral networks, and reputation management — building a loyal client base from the ground up.
Oversee end-to-end project scheduling and logistics, coordinating jobs efficiently to maximize productivity and deliver consistent on-time service.
Maintain and manage all equipment, ensuring safety standards, proper operation, and readiness across all service lines.
Handle all business administration including licensing, insurance compliance, vendor relationships, and financial tracking.

Cal Assist / Tangelo PromotionOrange County, CA

Engagement Specialist & Implementation Manager

Led multi-site SaaS deployments and technical integrations of enterprise CX platforms — including Zendesk, Intercom, Salesforce, and HubSpot — across provider offices, managing simultaneous rollouts, change management, and user onboarding with zero critical disruptions.
Administered platform accounts across Slack, Zoom, Monday.com, Jira, and HubSpot, managing user permissions, configurations, and onboarding for distributed teams.
Managed technical field operations involving Hexnode MDM — configuring, deploying, and troubleshooting iPad software and mobile devices across multiple locations.
Owned end-to-end help desk ticket workflows, triaging and resolving technical issues across CX and operations tooling, and escalating to engineering partners when needed.
Designed and refined automation workflows and conversation flows using Retool and low-code tools, driving significant gains in operational throughput.
Analyzed engagement metrics, CSAT scores, and CRM data in Salesforce and HubSpot to surface insights, build executive reports, and advise stakeholders on process improvements — driving measurable gains in customer satisfaction, retention, and operational KPIs.
Maintained long-term B2B customer relationships as a trusted strategic advisor on CX platform strategy, SLA performance, team structure, and SaaS adoption best practices — consistently achieving high renewal and satisfaction rates.

Apr 2023 — Present

Santa Ana CollegeSanta Ana, CA

EMT-B Instructional Aide

Supported training and evaluation for EMT students, preparing lab equipment and providing structured feedback aligned with state and National Registry standards.
Observed and assessed student performance during practical skills labs, providing targeted coaching to accelerate readiness for certification.

Dec 2019 — Present

SureFire CPR LLCOrange, CA

CPR & First Aid Instructor

Delivered high-quality certification training in BLS, CPR, and bloodborne pathogen protocols to healthcare professionals and general public.
Maintained full certification documentation and ensured consistent training quality to AHA standards across all classes.

Jan 2017 — Feb 2022

Care Ambulance / FalckDana Point, CA

Emergency Medical Technician

Responded to high call volumes across diverse emergency scenarios, consistently prioritizing and managing multiple critical situations simultaneously — building exceptional composure and decisive judgment under pressure that translates directly into fast-paced professional environments.
Delivered clear, accurate communication with patients, families, hospital staff, and dispatch in high-stakes situations where precision and calm directly impacted outcomes — skills that apply equally to stakeholder management and cross-functional collaboration in the workplace.
Maintained detailed, real-time patient care documentation under demanding field conditions, developing a disciplined approach to accuracy, record integrity, and accountability that carries into all professional operations and documentation work.
Coordinated seamlessly with hospitals, dispatch centers, fire departments, and emergency agencies — building strong cross-functional teamwork and communication skills in fast-moving, interdependent environments.
Mentored and supported newer EMTs in the field, reinforcing protocols, sharing best practices, and building team confidence and readiness under pressure.
Sustained consistent high performance across night shifts and extended hours in physically and mentally demanding conditions — demonstrating the resilience, reliability, and commitment to service that defines all of my professional work.

Aug 2005 — Nov 2010

Document Specialists Inc.Los Angeles, CA

Technology Specialist / Project Manager

Utilized Relativity and OCR technologies to process, organize, and deliver high-volume legal document sets with precision and strict confidentiality.
Customized and managed technical deliverables for legal clients, ensuring adherence to exact specifications and compliance with legal documentation standards.
Served as primary client contact, translating complex technical requirements into clear, executable project plans.

Highlights

Key Achievements

Concrete results and impact delivered across customer experience, automation, training, and leadership.

Customer Satisfaction

98% CSAT Score Maintained

Sustained a 98% customer satisfaction rating across all managed accounts through proactive relationship management, rapid issue resolution, and consistent delivery of expert-level support.

Implementation

Multi-Site CX Deployments

Led simultaneous technical integrations of Zendesk, Intercom, and supporting CX platforms across multiple provider offices — delivering every rollout on schedule with zero critical service disruptions.

Automation

AI-Enhanced Workflow Systems

Architected intelligent automation workflows using Retool, low-code tools, and prompt design — reducing manual processing time and enabling teams to focus on high-value customer interactions.

Training

Certified Trainer & Educator

Certified CPR, BLS, and First Aid instructor since 2019 and active EMT-B Instructional Aide — training professionals and students to AHA and National Registry standards with a proven record of pass rates.

Leadership

Cross-functional Alignment

Served as the strategic bridge between customers, engineering, and product teams — translating complex technical needs into clear solutions and earning trust as the go-to advisor for platform decisions.

Advisory

Strategic CX Consultant

Engaged as a long-term strategic advisor by multiple clients, shaping CX platform strategy, team structure, and adoption roadmaps that drove sustained improvements in customer experience at scale.

Credentials

Education & Certifications

Academic foundation and professional certifications spanning technology, communications, and emergency medicine.

Associate of Arts — Communication

Communication, relationship building, and media

Licensed EMT-B

State Licensed Emergency Medical Technician — Basic

AHA BLS CPR Certified

American Heart Association Basic Life Support

Intercom Certified

Certified in Intercom customer communication platform

Value Proposition

What I Bring to a Team

I don't just fill a role — I elevate the people and systems around me. Here's what you can expect when I join your team.

Adaptability

Grace Under Pressure

Six years as a 911 EMT and a decade in field operations trained me to stay calm, think clearly, and act decisively when it matters most — a quality I bring to every high-stakes professional environment.

Technical Range

Tools Don't Intimidate Me

From Zendesk to Salesforce, Hexnode MDM to Relativity, OCR to AI automation — I've worked across 15+ platforms and consistently go beyond using tools to implementing, optimizing, and training others on them.

AI Forward

I Build with AI, Not Just Use It

I actively design AI-powered workflows, automate documentation, and integrate intelligent tools into real operations — currently doing this for a live non-profit board and bringing that same forward-thinking approach to every team I join.

Communication

I Speak Every Language

Whether presenting to a board of directors, training frontline staff, or coordinating with engineers — I translate between technical and non-technical audiences naturally, ensuring everyone moves in the same direction.

Ownership

I Run Toward Problems

As a small business owner and board secretary, I've learned to own outcomes entirely — not just tasks. I proactively identify gaps, take initiative without being asked, and follow through until things are done right.

Community

I Invest in People

Known for a kind-hearted approach and genuine commitment to community, I bring warmth and reliability to every team. I don't just do my job — I uplift the people around me and build environments where others thrive.