Highlights:Responsible for multiple ERP and MRP implementations.Improved order fulfillment SLA through SOP creation and management. Created and managed Customer Service macro updates improving Zendesk rating by 23%.Responsible for oversight of 4/20 campaign to include managing sales funnel, landing page creation, email marketing segmentation and product updates on Shopify/WooCommerce platforms resulting in $680k in sales.DUTIESManage cross-functional projects across the business using tools such as Jira and Click-up to track timelines, progress, and deliverables.Create standard operating procedures and identify areas to implement automation or process improvements.Oversee order fulfillment resolving bottlenecks and implementing necessary process changes to improve workflow.Manage and provide coaching to team of 4 Associates across manufacturing, warehouse, and inventory.Analyze data and present end of month inventory count, sales, and cost of goods sold reports to COO.Creating standard operating procedures (SOPs) from scratch and production documentation so team had more structure and new teammates could be autonomous faster.Research and identify new vendors to help improve operational capabilities. Currently serve as Interim Director of Customer Experience.

Highlights:Pursued warm leads and consulted on whole and term life insurance packages to meet prospective client needs and interests; contributed to the company exceeding sales target by 5% in Q2 of 2020.Created SOPs for customer outreach, call documentation, FAQ’s, client escalations, etc.Partnered with colleagues to build an in-house CRM system to better track clients throughout the sales process.Co-founded and served as Co-Chair of Black at Ethos (BAE) employee resource group; collectively proposed solutions for increasing diversity of staff and vendors.

Highlights:Led client success program for organization.Developed SOPs to streamline customer service, shipping, and packaging procedures. Successfully reduced shipping errors by 20%.Restructured member loyalty program by introducing new reward tiers and benefits resulted in increased membership enrollments by 146% over a 3-month period.Developed Client Experience (CX) Training Handbook and onboarding program to ensure smooth on-boarding process for new client experience agents.

I was responsible for hiring, training, and managing the front office operations which included 3 departments (front desk, concierge, and PBX). Coached team members on upselling strategies which generated up to $10,000 in additional room revenue month over month. Increased loyalty recognition by 8% and achieve the hotel's highest enrollment numbers in 2018 through implementing creative training tools and incentives. Strengthened team members' hotel operations knowledge to improve service levels by developing a cross-training program with housekeeping and food and beverage.

As the Assistant General Manager of the 121 room downtown hotel, I managed and oversaw daily operations of the front desk, housekeeping, sales, and maintenance departments. During my time in the role, I initiated 2 major maintenance projects, a $50,000 HVAC replacement, and a $12,000 tub resurfacing, through analyzing customer feedback from customer satisfaction platforms (Medallia, TripAdvisor, Yelp, and Google). Increased loyalty enrollments month over month by developing an interactive front office incentive program and acted as General Manager in the absence of the General Manager.

Manage and oversee a staff of 2 supervisors, 10 front desk associates and 3 PBX operators at a 4 diamond, 392 room hotel.• Coordinate with the sales and housekeeping departments to ensure V.I.P arrivals are effortless and efficient.• Developed front desk training program, which reduced billing errors and increased customer satisfaction. • Provided successful conflict resolution with guests in matters related to billing issues and guests satisfaction. • Responsible for ordering all office supplies and inventory.• Schedule associates based on business demands.

Manager in training, supervising both the housekeeping and front office departments with a focus in ensuring all V.I.Ps accommodations and logistics are executed effortlessly.• Manage a union housekeeping department of 80 housekeepers and 15 housemen.• Coordinate with the sales and front office departments to ensure V.I.P arrivals are effortless and efficient.• Prepare and pre-inspect all V.I.P rooms based on the client needs communicated through the sales department.• Facilitate monthly meetings and trainings to review and improve customer satisfaction scores.• Developed hotel wide inspection program to improve room cleanliness scores. • Organize all department functions to include activities for housekeeping week and holiday party.

Provide exceptional customer service at a 4 diamond 836 room full service convention hotel.• Work closely with the housekeeping, sales, convention services and food and beverage departments to ensure an outstanding customer experience.• Process guest reservations, registrations, payments and departures within Omni corporate standards.• Resolve guests’ opportunities quickly and proficiently to include timely follow-up to foster a “WOW” experience.• Supervise and mentor new employees to help them get acclimated to the position and company culture.

Reports directly to Philadelphia Chapter Board of Director• Organize and execute twelve events a year efficiently and within budget and time constraints.• Responsible for special events such as black tie, golf and holiday party to gain financial support for youth technology programs.• Design specific food and beverage menus alongside Chefs to create an enjoyable dining experience.• Coordinate all aspects of events cycle including site selection, set up and tear down efforts and serves as direct point of contact with venues.• Serve as on-site representative to ensure event runs effortlessly and to greet attendees• Work with Board members to ensure signage and print materials meet National BDPA brand standards.