Katrina Gable

Background

About Katrina Gable

Between 2012 and 2022, I held positions of increasing responsibility at Girl Scouts of Eastern Pennsylvania (GSEP), the largest girl-serving organization in Pennsylvania and one of the largest Girl Scout councils in the country – serving over girl and adult members in nine counties with a $16 million annual budget. • Operations/Girl Experience: I managed the team responsible for everything a Girl Scout could do in GSEP—from year-round staff-led and partner programming, 7 summer camps (day and resident serving over Girl Scouts), to leadership and Girl Scout Highest Awards, virtual programs, consulting for outside group activity rentals, and travel opportunities. Creation and management of two six-figure revenue and expense budgets for camp and year-round programming—including development of a camp staff position and salary structure. • Volunteer Management: I oversaw the teams responsible for ensuring that GSEP's adult volunteers receive resources and support by delivering key communications, planning events, facilitating trainings, and collaborating with other GSEP teams to provide a rewarding volunteer experience. • Volunteer Compliance: I managed a Compliance Team responsible for intake and processing of Criminal Background Check documents for GSEP’s volunteers (in compliance with PA state law). I provided ongoing evaluation and improvement of our customer-facing process. • Program/Event Management: Responsible for program development including curriculum writing, event planning, and facilitation. Served as the Project Manager of the first-ever Girl Scouts-only triathlon and duathlon engaging over 100 Girl Scouts; and was logistics lead for GSEP's 2015 "#Girlpop" event attracting over attendees to the Pennsylvania Convention Center. • Customer Service: I managed front-line customer service team responsible for answering 80% of incoming live phone calls and closing 80% of incoming cases with first contact resolution within 8 business hours. Developed and reported on KPI’s to measure success and identify issues. • Change Management: In preparation for GSUSA's Customer Engagement Initiative and introduction of Salesforce as a new operating system in 2016, I oversaw training for all GSEP staff and was instrumental in creating processes to support the new Salesforce system. • Executive support: Since 2016, I reported directly to a member of the senior management team. I collaborated and provided reports (both written and in-person) to executive staff and board members.