Her Story
About Katie
Katie Markowich is a seasoned customer experience and operations leader with a career spanning customer service, education, sales, and team management. She began her professional journey at Starbucks in 2010 while studying History at Northern Kentucky University, where she also pursued an emphasis in Military War Tactics and a minor in Marketing. At Starbucks, Katie progressed from barista to second-shift manager, overseeing a team of 10 while developing strong skills in customer satisfaction, sales, and team leadership. She also gained marketing experience through an internship at Northern Kentucky University, where she exceeded sales goals and organized holiday meals for students unable to return home.
After earning her CDA, Katie transitioned into education with Boone County Schools and the YMCA, working in an Extended Kindergarten Program designed to provide children with creative, hands-on learning experiences. In 2018, she joined Arlinghaus Plumbing, Heating and Air Conditioning as a customer service representative, quickly exceeding key performance indicators and earning recognition for her dedication to customers. She became a CSR Lead before being promoted to CSR Manager in 2020, where she developed processes, procedures, career pathways, bonus structures, and performance-driven call center operations. Her accomplishments included creating the Membership Specialist role, coordinating plumbing operations, managing dispatch, supporting HVAC sales coordination, and contributing to the integration of seven employees following a company acquisition.
Today, Katie serves as Customer Experience Manager at Arlinghaus Plumbing, Heating and Air Conditioning, overseeing customer experience functions that connect call center operations, dispatch, plumbing, HVAC sales coordination, and training. Known for her ability to build strong teams and create an environment where employees feel comfortable contributing ideas, she combines operational discipline with a people-centered leadership approach. Her achievements include being recognized as a Happy’s Hero for exceptional customer care and receiving Employee of the Month for generating sales leads and revenue. Katie is also committed to community service through initiatives supporting local families, women in recovery, people experiencing homelessness, and animal-focused causes. Looking ahead, she hopes to advance into an operations or general manager role or use her experience to help train leaders across her company’s broader acquisition network.
Her Interview
Ten minutes with Katie
01What do you attribute your success to?
I attribute my success to building a strong culture and leading rather than simply managing. I stay flexible and adaptable with different generations and personalities, while creating an open-minded environment where people feel comfortable sharing ideas, growing, and succeeding. I believe in supporting others’ success rather than feeling threatened by it.
02What’s the best career advice you’ve ever received?
The best career advice I’ve received was to recognize the value of my communication skills and consider public speaking as a potential strength. I had always viewed public speaking as a possibility, but encouragement from others helped me see that my passion and ability to communicate could open new opportunities.
03What advice would you give to young women entering your industry?
My advice to young women entering my industry is to ask clarifying questions rather than simply accepting the status quo. Educate yourself on all aspects of the business, including financial metrics such as profits and EBITDA. Never be embarrassed to ask questions, seek opportunities, and continue learning.
04What values are most important to you in your work and personal life?
The values most important to me are continuous learning, problem-solving, adaptability, and helping others grow. I enjoy sharing knowledge and learning from different perspectives and environments. I believe that staying open to new experiences and helping others succeed are essential to both personal and professional growth.
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