•Spearhead building of an overarching communication plan and standard across all sports & entertainment properties. Through this, works with key partners and departments to compile comprehensive list of information for front line colleagues to communicate to guests. Ensures information is up-to-date and readily accessible to all parties.•Engage in the creation, implementation and execution of a Guest Experience committee to lead the development and integration of guest service standards that are universal across all venues.•Meets with key stakeholders to map out all guest touch points and identify areas needing enhancement to better understand all aspects of the guest experience and how that correlates with guest satisfaction.•Lead a team of front-line colleagues responsible for guest communication via phone, email, District Detroit Chat Bot, Closed-Loop ticketing, social media, & LCA Help platforms as well as guest recovery for all sports & entertainment properties.•Steer the culture toward one of high performance, transparency and extraordinary experiences through; facilitation of continuous feedback from colleagues to senior leadership, fostering cross-organizational collaboration and synergy, and creation of dynamic and diverse “Task Force” type groups to develop new ideas for increased revenue and experiences. •Foster collaborative and engaging colleague culture through maintenance and innovation of colleague recognition and engagement programs.•Research unique and relevant technology practices within the sports and entertainment industries and utilizes guest feedback and suggestions to ensure best-in-class service and products.•Assist with guest experience service standards program.

• Lead initiative to measure employee engagement and experiences, analyze the feedback collected, and collaborate with partners on areas of opportunity to make enhancements • Create and give structure to an assistantship program for students to gain experience with the operations, facilities and guest experience departments • Manage the Concierge division of the guest experience department including recruiting, onboarding, training, and developing the front-line team members in the premium and private areas of Little Caesars Arena and other entertainment venues• Collaborate with and develop relationships with partners, vendors, clients and interdepartmentally to establish plans, guidelines, operating procedures, and other programs for and during the inaugural year of a dual purpose professional sports arena

•Lead a diverse group of 300+ employees by interviewing, training, scheduling, coaching, assigning positions, briefing and inspiring them on a day to day basis•Serve as Manager on Duty for Guest Services, Guest Relations and Crowd Control before and during concerts and events at 4 different entertainment venues•Collaborate with clients and partners to ensure clear communication, compliance and execution of events. Make amendments to the operation as needed, and provide clear direction of changes to supervisors and staff•Develop “secret shoppers” and service goals/expectations with external service audit vendors to efficiently evaluate the guest experience. Partner with internal departments to ensure clear knowledge of NBA experience standards as well as internal service expectations. Manage the process internally and externally for NBA games and concerts. •Resolve guest concerns during and post event to ensure satisfaction and retention. Receive, organize, document and manage such concerns from 4 venues via email, Facebook, Twitter, phone call and website, and follow up with guests in a timely manner. Engage different departments depending on the concern•Consult with other NBA teams, arenas and venues regarding experience standards and practices to find opportunities for growth and improvements within our organization and operation•Review event collateral and information to create informative synopsis for team members across departments to ensure that they are best prepared for the upcoming events•Build internal partnerships with various teams to find opportunities to better serve the guest, partners and employees•Create, manage and review a budget for an operational team including labor allocation, staff relations and guest recovery

•Work with various internal and external partners to schedule, train, transport volunteers to ensure safe and successful events•Develop procedures and training programs for Volunteer Team Leaders•Respond to volunteer emails and calls regarding scheduling, concerns or general questions•Partner with Walt Disney World's senior leaders to identify internal multicultural and multilingual leaders to represent The Walt Disney Company as they host the Invictus Games Orlando 2016•Work with external partners to identify needs, as well as to ensure open, clear, and meaningful communication amongst all

•Provide legendary guest service to season ticket holders and their guests•Recognize and greet members of the Amway Center’s most exclusive VIP suite

•Develop a plan to increase WatchESPN viewership with competitive content from ESPN Wide World of Sports •Collaborate with various ESPN lines of business in new opportunities on the Walt Disney World property•Integrate the ESPN brand into ESPN Wide World of Sports to enhance the overall guest experience and strengthen brand loyalty

•Schedule, train and manage volunteers at multiple events including the country’s largest marathon weekend with over 7k volunteer shifts spread over 47 square miles •Lead a research team for new opportunities for Disney Sports•Provide world class guest service to volunteers and guests at international events•Work with multiple teams in the planning and execution of 20+ events•Served as business lead for a more environmentally friendly atmosphere throughout Disney Sports

•Performed exceptional customer service skills on a day to day basis•Worked as game-day and office hours staff member•Sold group venues as well as season ticket packages•Completed daily ticket operational tasks

•Planned and executed sport related events for students and the community•Presented on behalf of the program at regional, national and international conferences•Recruited potential graduate students for the MA in Sport Administration program•Researched and published scholarly articles •Managed a group of six employees and volunteers

•Began a Customer Service department within Chippewa Athletics•Handled guest concerns and complaints•Coordinated lost and found items for events•Answered questions regarding facilities•Assisted in set up and tear down of events

•Pursued potential customers for group venues with a Single-A MiLB team•Completed “Intern Boot Camp” program•Supervised game day ticket sales staff•Arranged company outings to games

•Planned events/fundraisers such as Swing with the Loons, a golf special event•Prepared informational packets for players regarding housing and club responsibilities•Created annual informational binders for all staff

•Worked with Housekeeping, Parking, Security, Guest Relations and Guest Services departments•Assisted Front of House manager for numerous concerts and events•Worked directly with tour security and personnel•Supervised events with 20,000+ guests in attendance•Ensured safety of guests at numerous events

•Scheduling for 300+ employees weekly•Managed lost and found for 3 separate venues•Handled guest complaints and unruly guests•Accomplished administrative assistant responsibilities•Worked directly with tour security and personnel•Supervised events with 20,000+ guests in attendance