Keith Piro Email & Phone Number

Massapequa, Ny, Us

Chicago, Illinois, Us

Chicago, Il, Us

▶ SCOPE: Navigated complex project of building company’s headquarters with employees actively working, enhancing workplace experience and crafting viable playbook for facilities and employee services management infrastructure from scratch. Oversee $2B global headquarters transformation project, implementing consistency and efficiency throughout community. Manage team of 25 (event planners, concierges, customer service representatives, and A/V technicians). Create strategy around new initiatives to spur community engagement and satisfaction. ▶ DELIVERED RESULTS:● Spearheaded detailed user experience during extensive transformation of Citi’s corporate global headquarters. Developed user experience log for employees. Managed facility inspection audits and vendor performance managing tools. Maintained community focus to deliver exceptional tenant and community experiences, challenging the status quo. ● Created 4 custom hospitality training programs for C&W employees and stakeholders of Citi Bank: Delivering the Diamond, Enhancing the Experience, Owning the Experience, COVID Users’ Experience. ● Galvanized Citi Works operations and training manuals for community manager program, overseeing all of North America. ● Surpassed KPIs YOY, optimizing experience and loyalty for tenant and community experience.

Dallas, Tx, Us

▶ SCOPE: Led operations for American Express headquarters, Executive Partner Briefing Center, and Conference Center with 6K+ employees and contractors. Coordinated with vendor partners and conference services team members, troubleshooting and resolving complex issues in fast-paced environment. Orchestrated large-scale, high-profile corporate functions, adapting leadership style to spur high-performance, streamline process efficiency, and maximize existing tenant and community experiences. ▶ DELIVERED RESULTS:● Orchestrated operations for large-scale, high-profile corporate events (50+ monthly), coordinating all aspects of events including vendor management, conference services, and problem resolution. ● Increased work order closeout 15%, driving monthly average to 97%. Managed services for 25 floors, averaging 2.5K tickets monthly.● Exceeded KPI metrics for 14 consecutive quarters by formalizing action plans targeting established SLAs. Partnered with team to streamline processes and introduce additional control points. ● Oversaw two large-scale vendor contracts as appointed liaison between AMEX and CBRE for tenants: MedFit fitness center (7 employees and 15K square foot facility) and Novitex mail services (60 employees across New York, Arizona, and Florida).

Dallas, Tx, Us

Glen Cove, Ny, Us

▶ SCOPE: Leveraged hospitality training obtained at Disney to advance people-centric solutions and outstanding customer experiences. Oversaw operations for conference center, managing team of 8 and serving as primary motivator for continuous improvement and high-quality, customer-tailored service. Evaluated staff performance and orchestrated training programs encompassing customer service, diversity in the workplace, and harassment prevention. ▶ DELIVERED RESULTS:● Delivered 97% satisfaction rate by instituting Meeting Perfect Program to engage guests and receive performance feedback. ● Grew revenue $275K (2010) by upselling food and beverage packages for audio-visual and team-building events. Coordinated large-group conferences to expand property’s meeting and events business. ● Recognized by senior leaders as Manager of the Quarter (2007, 2008, and 2009).

Lake Buena Vista, Florida, Us

▶ SCOPE: Transformed as a leader and customer service advocate, applying world-class training into actionable strategies with direct customer experiences at Walt Disney World. Learned reliable techniques to handle client escalations and deliver solutions to outstanding problems to prevent reoccurrence.

Bachelor Of Arts - Ba, Business Administration And Management, General

Master Of Business Administration - Mba, Management