Kerstin has worked in Senior Care and Customer Experience going on 10+ years. Most of that was spent working directly in or supporting the communities and running experience management programs, only until more recently did she make her way over to the tech side. She has always had a ‘people first’ attitude and passion for listening to the customer and surfacing those insights to drive action. In her current position as the Healthcare Solutions Engineer for Reputation, she supports organizations with strategic initiatives to help enhance and improve the resident experience. Over the past decade she has worked in progressively advancing roles leading CX efforts with a focus on resident engagement, quality improvement, strategic planning, reputation experience management, and Customer feedback management. Oh and did we mention she is also a head high school basketball coach?! Why does that matter?! Well it means that she is not afraid of failure, or to think outside the box, and knows that anything in life worth pursuing is going to be hard, but to continue to stay optimistic! When she’s not working or coaching, Kerstin can be found camping or playing sports with her hubby and daughter.