Katie Piazza Email & Phone Number

San Francisco, Ca, Us

San Francisco Bay Area

San Francisco Bay Area

Completed six-month People Management Mentorship Program conducted by the Director of Client SupportAwarded Peer Recognition Award for 2022 Team Player of the YearLead TWS (training with support) sessions for new T1 and Support Engineering employeesTop 3 performer on of team of 40 over 8 quarters solving approximately 120 tickets/week with a team average of 70 tickets/week Display consistent 100% customer satisfaction score over 8 quarters with a team average of 98%Spanning a 6-month period of team leadership, transformed our client support queue from 800 outstanding tickets into a streamlined operation, consistently achieving the goal of zeroing out the queue on a daily basisManage daily Triage of T1 queue / Notate internal resources and next steps to provide support on challenging ticketsCo-created a Committee to grow employee engagement through team building events, quarterly employee appreciation lunches, team holiday parties, birthday and anniversary recognitionTrain and lead on-going mentorship for all New Hires in Support Department starting January 2022-PresentConduct weekly 1:1s with T1, coaching each team member on volume of tickets, quality of communication, and subject matter expertise specific to their strengths, growth needs, and career goalsHost daily T1 office hours and shadowing sessions with new hires to demonstrate product knowledgeTransformed training and mentorship protocols for new support specialists and support engineers, successfully reducing the onboarding ramp time from an initial 6-month timeframe to a highly efficient 3-month periodTrain new hires on Chat onboarding - daily shadowing of live chats to provide cushioned support while new hires grow to manage 3+ chats Assisted in onboarding, hands on training, and mentoring the first off-shore, India Support team at BlendMeet with Blend leadership to discuss pain points amidst workforce reduction and advocated for increase in onshore headcount for Support

Oakland, California, United States

• Interview, hire, train, and lead semi-annual formal reviews for all staff• Developed a diverse hiring strategy that increased percentage of underrepresented minorities on staff from 10% to 50% • Developed training protocols for new baristas and staff leadership and professional development • Hold all staff/shift lead meetings, plan and execute team building events, manage staff schedule• Roast small batch coffee using Bellwether Coffee Roaster and Highwire Tenant Roasting facility• Update and follow disciplinary protocol outlined in our Employee Handbook• Build community relationships and promote Modern within Oakland business district• Ensure FOH and BOH for all 4 shops meet all Health Department and Food Safety Standards including equipment maintenance and cleaning• Manage P&L and oversee daily cash resister operations and EOD cash count accuracy• Owned weekly inventory across 4 shops• Drive top line, support key initiatives, and proactively manage bottom line by implementing efficiencies that do not compromise quality standards or customer service• California Food Manager certified, proficient in POS software including Square

Oakland, California, United States

• Qualified top performer on a team of 20 specialists that provided personalized troubleshooting email support to Pandora listeners• Exceeded monthly quotas by 150% supporting an average of 250 listeners per day• Co-led events for PRIDE, Lesbians Who Tech, our “Pandora Gives Back” program, and Pandora Employee Resource Groups (PERGs) • Represented Pandora at the HRC Corporate Equality Index Awards in New York, presented at Diversity and Inclusion events, and spoke at All-Hands meetings• Liaised with HR to write more inclusive job descriptions• Owned customer service support and ticket-based help desk software using Desk and Salesforce Service Cloud• Expert in Proofpoint, Spam, JIRA, and Slack• Analyzed and reported listener trends to Product, Engineering, and Ad teams• Managed subscriptions for Pandora Plus and Pandora Premium listeners• Tracked social platforms for listener feedback and trends/bugs• Expert knowledge of Pandora features across web, MDM, auto, and supported CE devices

Oakland, California, United States

• Built relationships with Oakland community members • Trained new baristas• Networked with local non-profits to create catering/donation opportunities • Co-led free Friday cuppings for fellow staff and neighborhood • Met and exceeded Modern Coffee standards of service and quality

Oakland, California, United States

• Digitized and restored vinyl records• Networked with DJs and producers• Utilized Logic Pro music production software to produce new music

Sacramento, California Area

• Completed extensive 3-month training program through SCA • Built expertise in brewing methods, extracting perfectly balanced shots of espresso, milk steaming, and latte art• Calibrated grinders and made espresso drinks to SCA core standards• Began developing a palette for coffee and espresso• Met and exceeded Chocolate Fish standards of service and quality

Sacramento, California Area

• Sold an average of 30 memberships per month with an average membership cost of $150/month• Developed promotional offers to drive studio bottom line• Owned all membership support using MINDBODY software• Managed inventory, including merchandise for studio’s boutique, and all BOH operations• Planned, executed, and DJed special events for up to 100 attendees

Sacramento, California Area

• Taught at Leadership and Resilience¬-Building camps in Northern California for the children of Army National Guard Members• Created and distributed resources, referrals, and coping care packages for children ages 3¬-16• Facilitated Reintegration Retreats and Workshops that supported military parents reuniting with their children

Sacramento, California Area

• Developed marketing and promotional strategies• Planned special events for clients for up to 400 attendees• DJed wedding ceremonies/receptions, anniversary parties, & school dances

Communication And Media Studies

Philosophy