As Pebble Beach Resorts Training Coordinator, I craft comprehensive procedural manuals and training materials to ensure smooth reservation system operations. Alongside conducting regular training classes and personalized coaching on luxury sales, customer service, internal operations, and logistical problem-solving, my focus remains on evolving training programs for continuous improvement, ensuring our staff delivers exceptional service.

As the Founder and Principal Consultant of Queer Edge Consulting, I develop and deliver bespoke training programs on LGBTQ+ topics, focusing on gender inclusivity. I create tailored presentations and materials for various industries, including healthcare, legal, and education, to enhance cultural competency and foster inclusive environments.

As Department Supervisor, I spearheaded the creation of Sales & Reservation Office Standard Operating Procedures and conducted training for the Aquarium Sales division. I was responsible for meeting quarterly sales metrics for Aquarium admission and tours, while also managing Talkdesk VoIP systems for streamlined communications.

As Business Operations Director, I led the development of Standard Operating Procedures for Operations and Customer Service divisions, and served as the primary liaison for vendors. I managed Regional Operations Managers and Sales Associates, overseeing day-to-day operations, and maintained nationwide business registrations. Additionally, I administered RingCentral VoIP and Freshdesk CRM systems for streamlined communication and customer management.

As HR Director, I oversaw nationwide employee onboarding and offboarding processes, ensuring smooth transitions throughout. I developed the Nest Bedding Inc. Employee Handbook to guide our workforce effectively. Additionally, I administered the company's 401k and healthcare benefit plans, ensuring employees received comprehensive benefits. My responsibilities also included ensuring company-wide compliance with relevant laws and regulations, safeguarding our operations and employees.

Triaged health insurance benefits, claims, and eligibility issues, specializing in high dollar claims.Mentored new hire Benefit Advocate classes as a Subject Matter Expert.

Assisted in the development of training activities and the compilation of resources on the subjects of counseling, social work, and education for participants of each training session.Documented all participant reviews and charted responses to analyze for future training improvement.

Utilized photoshop software and the internal company database to edit and process photography orders.

Audited messages sent to customers by Special Agents to fact check the information provided. Evaluated agents, providing feedback and metric scoring Conducted research to correct misinformation sent to customers by audited agents.