Katherine Neale Email & Phone Number

Ottawa, ON, CA

Ottawa, Ontario, Canada

- Monitor an escalated Slack channel to support frontline workers with complex technical issues; keeping response time at or below 2 minutes and supporting up to 3 workers simultaneously- Diagnose and resolve issues relating to Shopify billing, technical problems, online store themes using tools such as SQL, Splunk, and other internal resources.

• Consistently exceeding team performance averages in amount of QA completed, escalationstriaged; 100% positive rating received from Helpdesk feedback
• Perform Quality Assurance grading for rotating cohorts of 5-6 JSAs each month
• Mentoring and coaching JSAs in live channels and via Slack support channel; delivering support and actionable feedback for multiple agents simultaneously while fostering an open learning environment.
• Efficient self-scheduler in maintaining ongoing duties such as Slack monitoring, QA ticket scoring, and escalation reviews as well as additional 1:1/group coaching sessions, attending workshops, completing Support.
• Demonstrate transparency and self-awareness in seeking and implementing feedback; self- motivated to set and achieve goals; attentive to actionable improvements in workflow.

Ottawa, Ontario, Canada

• High performer on phone calls, 3 simultaneous chats, and email.
• As Team Contact, prepared to act as a point of contact when Team Lead was away

Ottawa, Canada Area

My work at OrKidstra focused on growing connections between the youth participants and their families, a dedicated team of over 80 volunteers, and external event hosts. I created and led "CAMP OrKidstra" and the Leaders-in-Training program, an opportunity for OrKidstra students to gain life skills and musical fun over the summer. We were invited to bring.

I ensured that concerts and special events at the OYOA would run smoothly and professionally, and be a great experience for the young musicians and their families.

Vancouver, British Columbia, Canada

The UBC Summer Music Institute is a sleep-away camp for dedicated musical teenagers in British Columbia and beyond. My involvement with the UBC-SMI began with teaching tuba lessons, meal planning for 150 campers, and supervising camp staff. After the first summer, my position grew to include coordination of the SMI program, and hiring/training of the staff.

I assisted the UBC Bands director with coordination and supervision of staff, was responsible for rehearsal and concert preparations, created concert programs and program notes, assisted with coordination and planning of Brassfest (a yearly event drawing over 200 attendees from the Vancouver area), and assisted in planning and leading ensemble tours of the.

Vancouver, British Columbia, Canada

As Foreman, I supervised and trained staff to operate a CNC Mill and other shop machinery to manufacture mouthpieces for brass instruments. I ensured that workflow was efficient to fulfill sales which were made-to-order; many of them with custom designs and engraving.

Vancouver, British Columbia, Canada

My role with the VYSO involved volunteer management and training, stage management, music library duties, and other administrative tasks that contributed to the efficiency of the organization. A particular highlight was a concert I coordinated where we had 200 young musicians performing together on the same stage.

Vancouver, Canada Area

Master Of Music, Orchestral Instrument Performance (Tuba)

Activities and Societies: Symphonic Wind Ensemble, UBC Symphony Orchestra, Brass Quintet, Tuba Quartet, Brass Ensembles, Pottery Club

Bachelor Of Music, Tuba

Activities and Societies: Sound engineering, Wind Orchestra, "This is Your Brain on Brass" Quintet, Tuba Quartet, Brass Ensembles