Lead the Customer Service department to ensure timely, accurate and quality interactions with customers of over 25 plus merchandise websites. Develop plans and incentives for upselling customers. Investigate and resolve in a timely manner all internal and external customer complaints appropriately and effectively. Provide feedback to management regarding service failures or customer concerns in order to maintain customer satisfaction. Team Leadership: Design staffing plans and manage up to 18 employee schedules and training for Customer Service representatives. Develop, guide, coach and mentor employees. Define performance measures and conduct performance appraisals.Budget Management: Develop and manage department payroll budget.

Led planning and operations during all events including the Indianapolis 500, Brickyard 400 and over 100 other special events annually. Responsible for and managed staff of 1,400 part-time and seasonal employees 500-acre facility, including over 250,000 grandstand seats and 5,000 parking spots in 16 different lots.Event Logistics: Developed and implemented back-up parking plan with Facilities Department to plan for inclement weather or other unforeseen circumstances, and communicated changes with proper departments.Safety Administration: Worked with public safety agencies to coordinate the traffic movement, crowd control, and overall safety of fans and drivers.Team Leadership: Designed staffing plans, and managed employee schedules for 1,400 personnel. Coordinated training for 200+ supervisors.Budget Management: Implemented $3,400,000 department budget while accountable for $1,700,000 budget.

Planned and executed event operations for the Indianapolis 500, Brickyard 400 and United States Grand Prix. Responsible for programing all pre-race and post-race ceremonies along with all entertainment activities inside the facility, with a $256,000 budget and a staff of 30.In-Event Entertainment: Managed all pre-race entertainment activities, including: celebrity and sponsor track laps, celebrity performances, military flyovers, National Anthem singers, invocation speakers and public address interviews.Sponsorship Fulfillment: Met all contractual obligations with premier sponsors including Miller Brewing, General Motors and Checker’s/Rally’s, representing $230,000 in inventory.Event Logistics: Formed operational plans and managed execution of the public address system and video boards. Recommended talent and in-event programming.

Developed and administered golf tournament operations plans for the Comfort Classic at the Brickyard, a Senior PGA Tour event, and the Pro-Am eventEvent Logistics: Managed all production timelines for set-up of temporary hospitality areas, offices and media center. Coordinated daily activities including the senior & youth clinics, Shootout and Pro-Am events. Designed menus for Pro-Am breakfasts and lunches, and corporate pavilion meals. Coordinated training and meals for over 800 volunteers.Client Service & Sponsorship Fulfillment: Provided exceptional service to sponsors including Comfort Inns & Suites, Pepsi, Touchstone Energy and Cadillac. Ensured all contractual obligations were met, including tickets, credentials and entertainment. Project & Budget Management: Oversaw plans and execution of on-site sponsor signage and collateral, including concept & design, construction timelines, installation and removal. Developed annual $2,000,000 budget; approved and tracked expenses and prepared post-event financial analyses.

Oversaw all temporary hospitality facilities during the Indianapolis 500, Brickyard 400, Indy 200 at Walt Disney World Speedway, and the Senior PGA Tour Comfort Classic at the Brickyard.Client Service: Worked with 120+ corporations during the Indy 500 and Brickyard 400 events, managing all aspects of hospitality events including press conferences, meals and VIP events with athletes.Project Management: Coordinated with vendors during the design and construction of temporary hospitality facilities for each event. Managed the design and execution of sales and hospitality collateral packages.Budget & Team Management: Managed $3,000,000 annual budget. Supervised five caterers and a temporary staff of six, including daily activities and performance reviews.