In This Blog
- Kallin Mead takes on a new role at Vontas as the Director of Customer Support, bringing 14+ years of experience in operations and client care.
- Strategic leadership meets customer service – Kallin transforms support into a proactive, scalable function that builds trust.
- Rooted in resilience and curiosity, Kallin’s farm upbringing fuels her problem-solving mindset and commitment to continuous improvement.
- From supply chain to support excellence, her operational background enhances service delivery and team empowerment.
- Proactive support powered by predictive analytics and AI, with a human-first approach to listening, learning, and leading
At Vontas, we believe that exceptional customer support is the backbone of successful partnerships. That’s why we’re thrilled to announce that Kallin Mead has stepped into the role of Director of Customer Support, bringing over 14 years of experience and a deep understanding of both operations and client care.
A Strategic Leader in Customer Support
Based in Cleveland, Ohio, Kallin leads the customer care department – home to the dedicated professionals who engage with our clients daily, solving problems and building lasting relationships.
“I oversee the customer care department. The people who are day in and day out, talking to our customers, listening to what their problems are, and working on solutions,” said Kallin.
Her previous role as Supply Chain & Hardware Service Sr. Manager gave her a strong foundation in operations, inventory management, and procurement. Now, she’s applying that operational insight to elevate the customer experience.
“Just because we’ve done something one way, doesn’t mean we always need to do it that way. It is essential to continually seek opportunities for improvement that will benefit both our customers and Vontas.”
Rooted in Hard Work and Curiosity
Kallin’s work ethic was shaped early on in Van Horne, Iowa, where she grew up on a farm with her mother and grandparents. Mornings spent feeding livestock and working alongside her grandfather instilled a deep appreciation for planning, perseverance, and asking the right questions.
“Being a farmer is not just getting out there and working. You basically have to have a business plan,” she explained.
“He always explained to me and my sister why he did everything. And I think that’s what got me to where I am today. Always questioning and always asking why.”
Customer Support as a Strategic Function
Kallin brings a fresh perspective to customer support – one that goes beyond ticket resolution. She sees support as a strategic function that builds trust and drives long-term success.
“What sets us apart from many competitors is that we don’t just react to issues; we work with context. Our team understands the transit environment, the systems our customers rely on, and the contractual obligations that shape our work.”
She’s also focused on scalability and resilience, ensuring that every team member is empowered to deliver consistent, high-quality service.
“Unlike some providers who rely heavily on a few individuals to carry the load, we are focused on building a scalable, resilient model.”
From Reactive to Proactive Support
Kallin acknowledges the challenges of reactive support and is passionate about shifting toward proactive strategies.
“The real opportunity lies in shifting from ‘fixing what’s broken’ to ‘preventing what breaks.’”
She highlights industry trends like predictive analytics, AI-powered tools, and embedded support that help teams anticipate issues before they arise. But she also emphasizes the human side – training teams to listen actively, spot patterns, and address root causes.
Life Outside of Vontas
When she’s not leading the charge in customer support, Kallin enjoys spending time with her family, exploring local festivals, and visiting the Cleveland Metroparks Zoo. She’s also a fan of true crime documentaries, reading, and relaxing with her three dogs.
Congratulations on the New Role!
We’re excited to see Kallin step into her new role as she continues helping Vontas deliver intelligent transportation solutions and world-class support to transit agencies across the country.