Katie Holman O’Neill   

 

Operations Manager 

 
Dynamic operations professional and team builder with  holman.katie@gmail.com 
customer-centric philosophy and thoughtful, hospitality-  (831) 206-4955 
San Francisco, CA 
driven approach 
EXPERIENCE    EDUCATION 

Head of Operations  Cornell University 

Wefunder​ Jan 2018 - Present  BS, Hotel Administration 
Cross-functional operational glue for Y Combinator fintech platform. Manage and  Dean’s List 
mentor a high-performing team who ensure efficiency and speed in investor   
support, founder disbursements, finance and HR, and special projects with   
data-driven decision making  SKILLS 
 
● Decreased  response  time  to  investors  by  over  50%  by  revamping  all  Front 
investor  communication  strategies,  resulting  in  an  increase  in  customer  Zendesk 
satisfaction and driving repeat investment   KanbanFlow 
● Reduced  monthly  company  costs  by  10%  (approximately  $10K)  by  Salesforce 
optimizing processes to reduce inefficiencies and spend   FullStory 
● Accelerated  the  founder  disbursement  process  by  streamlining  internal  RingCentral 
systems,  resulting  in  improved  founder  experience  and  more  consistent  Excel 
company revenue  Google Sheets 
● Filed 10x more founder annual reports from previous year after collaborating   
with  design  and  engineering  to  implement  automated  communications  and   
AWARDS & 
product improvements from postmortem learnings 
CERTIFICATIONS 
● Established  system  for  timely  and  hitch-free  collection  and  distribution  of 
investor repayments  Product Management 
● Delivered  2019  tax  documents  two  months  in  advance  of  previous  year  10-week course, General 
after leading 2018 postmortem   Assembly, 2017 
● Added  value  to  employees’  benefits package and streamlined enrollment by   
moving all benefits in-state at no extra cost  Court of Master 
  Sommeliers, Level 1  
Senior Director, Customer Success   
Vine Solutions ​2017-2018   Kopf Scholarship 
Promoted client satisfaction for restaurant consulting company. Created and  Recipient  
maintained health metrics across 200+ clients; activated internal resolution 
efforts to ensure satisfaction and eliminate issues  
 
● Reduced client turnover by 25% and fees & penalties by 12% over prior year 
by problem solving to meet service recovery needs, then used learnings to 
optimize internal processes   
● Increased client adoption of third-party software by 15% by mentoring team 
to produce and release training materials, resulting in increased client 
profitability; internal efficiency and savings 
 
 Senior Director, Guest Experiences 
IfOnly ​2012 - 2017 
Grew with team that expanded from 10 to 65 while overseeing consumer sales, 
consumer and corporate fulfillment, customer service, and account management 
for celebrity and local experience marketplace 
 
Senior Director, Guest Experiences ​2015 - 2017 
Director, Guest Experiences ​ 2013 - 2015 
Guest Experiences Manager​ 2012 - 2013 
 
● Led multi-million-dollar programs for Salesforce and other corporate clients 
including all pre-event coordination and onsite management of talent such 
as Bruno Mars and Jerry Seinfeld, resulting in brand awareness for IfOnly  
● Drove over $500K in sales by establishing and nurturing long-term 
relationships with high-net-worth guests and A-list talent  
● Spearheaded fulfillment operations for partnerships with American Express, 
Mastercard, Sotheby’s and others 
● Worked cross-functionally with product and engineering teams to inform 
development and iteration of marketplace fulfillment tools 
● Produced universal training materials for a diverse vendor community, 
resulting in vendors fulfilling obligations → higher guest satisfaction → 
increased repeat purchases 
● Planned and launched customizable seasonal customer service with an 
in-house call center designed to scale both up and down efficiently 
 
General Manager 
Delfina Restaurant Group 2 ​ 012 
Managed 20 services/week in 2 dynamic restaurants; oversaw planning and 
execution of all private events 
 
● Achieved net operating income of 18-21% (3x industry standard) 
● Controlled $100K+ beverage inventory 
● Owned hiring, training, coaching and termination for 40+ service staff and 
mentorship/growth for 4 managers 
 
ADDITIONAL EXPERIENCE 
 
Operational and Management Consultant 2 ​ 010-2012 
Pitched and executed projects for​ Dean & Deluca​, ​Bonny Doon Vineyard​ and 
others to lead successful launches and optimize management 
 
 
Bouchon Bakery Manager,​ Thomas Keller Restaurant Group​ 2008-2010 
Grew  revenue  15%  year  over  year  to  achieve  first  profitable  year  of  5-year-old 
bakery