As a Casino Service Agent at Red Rock Resort, I am at the forefront of delivering an exceptional guest experience while supporting the casino hosts in making sure our high-value guests, especially VIPs, receive top-tier service. My role is to act as the essential link between the casino and its valued guests, ensuring that their needs are met promptly and efficiently, which is crucial in fostering and maintaining strong, long-lasting relationships with them.Every day, I greet guests with a warm and welcoming attitude, making sure they feel valued from the moment they step into the casino. I handle a wide variety of guest requests, whether it’s coordinating hotel room bookings, arranging dining reservations, or securing tickets to shows. Additionally, I assist in facilitating special events or promotions that the casino hosts might be involved in, ensuring everything runs smoothly and that guests are well-informed and engaged.A key aspect of my role is maintaining accurate records of guest preferences and behaviors. This information is vital in personalizing future interactions, ensuring that each guest’s experience is tailored to their specific tastes and needs. I use this data to help casino hosts track guest activity, assess their needs, and provide the high-level service that Red Rock Resort is known for.When issues or concerns arise, I’m there to handle them swiftly, ensuring that our guests' gaming experiences remain enjoyable and uninterrupted. Whether troubleshooting technical issues with gaming machines, handling requests for special amenities, or providing information about the resort’s offerings, I stay calm, composed, and resourceful, making sure the guest always comes first.In addition to guest services, I also ensure compliance with all casino policies and regulatory requirements, such as Title 31, to maintain the integrity of our operations and protect the resort from potential liabilities.

As a Reservation Specialist, my role centers around ensuring a seamless and positive booking experience for guests from start to finish. I am the first point of contact for guests looking to make reservations, and I take pride in delivering exceptional customer service that reflects the quality and standards of the brand I represent.In this role, I handle a high volume of inbound calls, emails, and online inquiries with efficiency and professionalism. I assist guests with booking accommodations, answering questions about availability, room types, and amenities, and making personalized recommendations based on their needs and preferences. My goal is to provide a tailored experience that meets or exceeds guest expectations, ensuring they feel valued and well taken care of even before they arrive.I am also responsible for managing the reservation system, ensuring that all bookings are accurately recorded and updated in real-time. This includes processing payments, handling special requests, and coordinating with other departments, such as housekeeping and front desk, to ensure that all guest needs are communicated and met seamlessly.Attention to detail is crucial in my role. I meticulously check all reservation details to avoid errors and double bookings, and I keep detailed records of all interactions and changes to reservations. My ability to stay organized and manage multiple tasks simultaneously ensures that the booking process is smooth and efficient, even during peak times.In addition to managing reservations, I also provide guests with information about the property, local attractions, and any ongoing promotions or packages that might enhance their stay. I am always looking for ways to upsell additional services or upgrades that can enhance the guest experience, driving additional revenue for the property while ensuring guests have a memorable stay.Lastly, I handle any issues or concerns that arise with professionalism and a focus on resolution.

As the founder of TerraNova.Lov3 Discipleship + Music Ministry, I am dedicated to using music as a powerful tool to spread the Good News and create a deep connection with God. This ministry was born out of my passion for merging faith and music, providing a unique platform where worship meets the transformative power of sound.In this role, I oversee every aspect of the ministry, from crafting the musical direction to organizing discipleship events. My vision is to create an environment where people can encounter Jesus in a deeply personal and transformative way through music. I lead the development of original compositions that blend worship with contemporary electronic music styles, creating a genre we’ve coined as 'Faithwave.' This genre integrates elements of Dance like David / Lov3step, future wave, and melodic dubstep, all infused with messages centered on Christ and the Gospel.A core part of my role is to mentor and guide individuals within the ministry, helping them grow both spiritually and creatively. I focus on building a community where faith is strengthened, and creativity is celebrated. By organizing and leading worship events, conferences, and ministry outreach, I aim to foster a space where people can come together, worship, and be inspired to live out their faith.My journey with TerraNova.Lov3 is not just about music; it’s about creating a movement that encourages others to live boldly for Christ, using their gifts to glorify God. Through this ministry, I strive to build bridges between traditional faith practices and modern musical expression, making worship accessible and impactful for a new generation.TerraNova.Lov3 is more than just a music ministry—it's a mission to bring people closer to God, one beat at a time.

As the Lead Escalations Manager for the Care Team at Wayfair, I play a pivotal role in ensuring that our most complex and high-priority customer issues are resolved swiftly and effectively. My primary responsibility is to oversee and manage escalated cases that require advanced problem-solving skills and a deep understanding of both customer needs and company policies.In my role, I manage escalations by directly handling the most challenging customer issues that the frontline support team is unable to resolve. I work diligently to ensure that these cases are addressed in a timely manner, always striving to deliver solutions that not only meet but exceed customer expectations. My goal is to turn potentially negative experiences into positive outcomes, reinforcing customer loyalty and trust in Wayfair.Leadership is a key aspect of my duties. I lead and mentor a dedicated team of escalation specialists, providing them with the guidance, support, and training they need to handle difficult situations confidently and competently. By fostering a collaborative and supportive team environment, I ensure that my team is well-equipped to manage complex cases and deliver exceptional customer service.Collaboration across departments is essential in my role. I work closely with various teams, including product, logistics, and customer service, to identify the root causes of recurring issues. By addressing these underlying problems, I help implement long-term solutions that reduce the volume of escalations and improve the overall customer experience. My cross-functional collaboration ensures that we’re not just resolving individual cases, but also preventing future issues from arising.By analyzing trends in escalations and customer feedback, I identify areas where our processes can be enhanced. I then work with the operations team to implement changes that increase efficiency, reduce the need for escalations, and elevate the overall quality of our customer care.

As the Founder of Fresh Music Freaks, I transformed the platform from a purely journalism-focused site into a thriving, community-driven hub for electronic dance music (EDM) enthusiasts. My key responsibility was to shift our strategy towards community-based social media, making user engagement and interaction the heart of our platform. This transition allowed us to foster a loyal and active global community of music lovers.One of my most significant achievements was leading the investigative journalism that exposed the allegations against Bassnectar, a major figure in the EDM scene. This groundbreaking article not only brought crucial issues to light but also established Fresh Music Freaks as a trusted and influential voice in the industry, garnering widespread attention and reinforcing our commitment to integrity and accountability.In addition to investigative work, I was responsible for curating and producing a diverse range of content, including music reviews, artist interviews, and event coverage. My efforts in building strong relationships with artists, promoters, and industry insiders allowed us to offer exclusive insights and access that set Fresh Music Freaks apart from other platforms.I also spearheaded our social media strategy, crafting campaigns that significantly grew our online presence and deepened audience engagement. My work in digital marketing and community management was pivotal in expanding our reach and making Fresh Music Freaks a recognized name in the EDM world.Under my leadership, Fresh Music Freaks evolved into more than just a music blog—it became a central gathering place for the EDM community. I organized online events, live streams, and fan meetups, bringing together music lovers from around the world and creating a vibrant, supportive community.In 2024, I passed the torch to a trusted colleague, ensuring Fresh Music Freaks would continue to thrive under new leadership.

When I came back to ALDO Shoes for a second time, I took on the role of Store Manager at the Seattle Premium Outlets, starting right in the thick of things on Black Friday 2017. My main focus was driving sales, keeping daily operations smooth, and leading a solid team in one of the busiest outlet locations around.We consistently hit, and often exceeded, our sales targets, especially during peak periods. I made sure we had a clear strategy and knew our products inside out.Building and mentoring my team was a priority. I focused on developing their skills and creating a customer-first mindset that really set us apart.I streamlined our operations—everything from inventory management to scheduling—to make sure we were running as efficiently as possible, which paid off in smoother day-to-day operations.Visual merchandising was also key. I made sure our store looked sharp and aligned with ALDO’s brand, which definitely helped boost sales.This role was a great opportunity to lead in a fast-paced, high-pressure environment. It sharpened my skills in leadership, customer service, and operational management, and I’m proud of what we accomplished as a team.

As the Store Manager at Vans, I was responsible for driving store performance and leading a team that consistently delivered outstanding results. One of my major accomplishments was achieving a 27% increase in year-over-year sales, a significant milestone that underscored our collective commitment to excellence and strategic execution.In 2016, I was honored to be nominated for Rookie Store Manager of the Year. This recognition highlighted my dedication to the role and the effective leadership I brought to the team. It was a testament to the hard work we all put in to make our store not just successful in numbers, but a standout in customer experience and employee satisfaction.This role is where I truly stepped into servant leadership in the workplace. I focused on empowering my team, ensuring their needs were met so they could deliver their best work. By putting the team first, I was able to create an environment where everyone felt valued and motivated, which directly contributed to our success.My responsibilities included all aspects of store management, from sales and visual merchandising to inventory control and team development. I leveraged data-driven insights to refine our sales strategies and optimize our product mix, ensuring we were always ahead of the curve in meeting customer demands.Team development was a key focus for me. I prioritized training and mentorship, ensuring that every team member had the tools and support they needed to excel. By fostering a positive, growth-oriented environment, we were able to maintain high levels of employee engagement and reduce turnover, which played a critical role in our success.Customer service was another cornerstone of our strategy. We introduced initiatives that enhanced the shopping experience, from personalized service to community engagement, which helped build a loyal customer base and drive repeat business.