Manager, Customer Service Scripps Networks Interactive
Katie Duncan leads the Customer Service team for the Scripps Networks Interactive brands. Her staff engages with 10,000 customers a month who interact via email, phone, website, and apps with programming feedback, digital questions, and inquiries about various giveaways. The team also receives and directs corporate questions about internships, employment and the international brands.
Katie graduated from Baylor University in 2002 as a member of Lamba Pi Eta, the National Communication Association’s honor society. She majored in Speech Communications, minored in Broadcast Management, and began work as Account Coordinator in Waco’s most prestigious advertising firm, Fletcher Communications. Within a year, she expanded her role to Media Manager, placing ads in print, radio, TV, and outdoor for various clients. Upon her move to Tennessee in 2009, she was recruited to join Ruby Tuesday’s corporate offices as the Manager of Media Systems, where ad buying had just been brought in-house. In 2011, she joined Scripps Networks Interactive’s Customer Service team.
Since her commencement at Scripps, the Customer Service team has dramatically reduced incident response time, improved customer satisfaction, and expanded the areas of customer assistance. In addition to this, Katie has implemented a CRM system with enhanced analytics capabilities, offering the opportunity to provide detailed reports to business partners across the organization.
With a passion for community involvement, Katie is a board member of Good Neighbors of Blount County where she assists in social media communication. She has also been a member of WICT for 4 years and is currently serving as the 2017 chair for Speed Mentoring.
Katie is an advocate for animal rescue and rehabilitation, volunteering at Horse Haven on a weekly basis, and is currently building a farmhouse for herself, her two dogs, and her horse in Walland, Tennessee.