Cati Pishal

gTEAM Supervisor at Glossier, Inc.

New York, NY

2

Office Hours

How does this work?
About

I'm a passionate people manager with a background in customer experience, operations, and event management. I've worked with startups in their first year, successful e-commerce businesses 5 years in, and as a pre-launch consultant. I create team cultures focused on individual people, not just numbers and KPIs (and I do love a KPI!), and have a history of low attrition rates and multiple levels of growth with teams I've managed.

Ask me about
customer experience
mental health
eCommerce
beauty
customer operations
startups
coworking
zendesk
Work experience
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Oct 2020 - Present

Glossier, Inc.

gTEAM Supervisor

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Sep 2019 - Present

Bodily

Customer Experience Consultant

- Created CX Style Guide to inform customer interactions and ensure communications remained on-brand - Trained all employees on CX best practices pre-launch - Created FAQs, canned replies, and escalation process in partnership with the Operations Lead and CEO - Advised on language for sensitive issues with CX manager

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Mar 2015 - Dec 2020

Birchbox

Customer Operations Specialist

- Point of contact for customers reaching out to the company via email, live chat, phone, and social media - Liaison between customer, service team, warehouse, and merchant team - Developed with creative solutions for customer issues - Helped develop live-chat program for customers

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Feb 2020 - Oct 2020

Headway

Operations

- Responsible for setting and reporting on operational KPIs across the company - Developed and launched a therapist account management program which directly impacted an NPS increase of over 50 - Lead efficiency workflow customization in ZenDesk to bring SLA achievement from 42% to 96% - Point of contact for therapists and clients utilizing the platform

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Feb 2019 - Feb 2020

The Wing

Member Services Manager

- Lead the Member Services team to provide best in class service - hired, trained, and coached a team of empowered customer service associates - Headed up a company-wide CRM search and implementation - Headed up company-wide ZenDesk configuration - Established and reported on department KPIs. - Set and maintained standards and processes to ensure quality and scaleable non-negotiables

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Dec 2017 - Feb 2019

Daily Harvest

Senior Manager of Customer Experience

- Coached and developed a team of well-rounded, passionate, ambitious CX agents and grew the team from 6 to 16 members. - Created and managed schedules for a CS team of 16 to ensure coverage multi-channel outreach, including West Coast and weekend hours - Developed long-term strategies for the expanding Customer Experience Team to ensure customer outreach was answered in a timely and consistent manner - Collected and reported on CX data including agent touches, first response time, and channel volume across teams to develop company communication and hiring strategies - Created and maintained new agent training platform and documents - Contact point for all customer escalations

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Feb 2017 - Dec 2017

Daily Harvest

Customer Experience Associate

- Omni-channel point of contact for all customer inquiries (phone, live chat, email) - Social Media Manager for CX Team responding to Facebook, Twitter, and Instagram DMs in the brand voice - Created and managed the schedule for all CX agents - Responded to all BBB inquires - Assisted in on-boarding and training for new hires

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Jan 2016 - Dec 2016

Broadway Asia

Production Stage Manager

- Managed a team of 3-6 stage managers and 30+ actors both English and Mandarin-speaking - Coordinated communication between all production teams - Prepared all show paperwork and trained Chinese team - Prepared production schedules, budgets, and training protocols

Apr 2012 - May 2016

Sleep No More

Stage Manager

- Ran crew tracks essential to the production - Interacted directly with performers and audience members to ensure safety during the performance - Created, implemented, and maintained paperwork required for efficient running of the production - Subbed for the Production Stage Manager in shows and rehearsals

Nov 2014 - Jan 2015

The Bad Years

Production Stage Manager

Sep 2012 - Dec 2012

Barnes & Noble

Temp Merchandising Coordinator

May 2011 - Jan 2012

Connecticut's Beardsley Zoo

Administrative Assistant

Jan 2008 - May 2011

ACES Educational Center for the Arts

Technician

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Apr 2005 - Jan 2010

National Amusements

Guest Services/ Box Office/ Concessions

Education

2011 - 2012

New York University

MA, Performance Studies

Thesis Topic: "Going Viral: Twitter and the Language of Potentiality"

2007 - 2011

Marymount Manhattan College

BA, Producing & Management

Double Major in Theatre Producing & Management and Theatre Studies.

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