Collaborating with cross-functional teams to develop and execute guest-centric programs to contribute to the hotel's reputation for unparalleled service and excellence in the hospitality industry.Implementing tailored engagement strategies to curate a personalized and exceptional experience for guests-reinforcing the brand's image and customer loyalty.

Promoted to the role of Engagement Manager following the successful acquisition of Market Metrix by Clarabridge in April 2014, showcasing my adaptability and business prowess in navigating organizational changes.Led the charge in implementing new client survey initiatives tailored for hospitality guests, employees, and B2B customers, demonstrating a keen understanding of diverse market segments and their unique needs.Navigated annual and ad-hoc projects through the integration of survey methodologies to extract valuable insights to increase client satisfaction to 100%.Collaborated seamlessly with cross-functional teams, fostering a culture of collaboration to address dynamic project requirements and deliver cohesive solutions.Implemented crucial insights to the sales and product management teams-contributing to informed strategic planning.Functioned as a key liaison between clients and our SaaS applications, delivering comprehensive training sessions to optimize their utilization and extract maximum value from our offerings.Established interpersonal communication with the Executive team, delivering clear and concise reports on key issues, insights, and project updates, reinforcing transparency and informed decision-making at the highest level.

Spearheaded the development and successful launch of a groundbreaking private social engagement application at Fanoob that revolutionized shared experiences in watching sports and real-time live events.Orchestrated strategic bootstrapping efforts, showcasing financial acumen and resilience, while concurrently securing over $100k in funds during the 5+ years of business operations.Operated as an active contributor to position Fanoob as an industry innovator, leveraging technology to create a distinctive platform that facilitated shared experiences among friends and transcending geographical barriers.Navigated the complexities of startup funding with finesse, showcasing the ability to secure financial support and allocated resources to sustain and grow the business.Fueled the company's trajectory with a passion for cutting-edge technology and social connectivity, employing a forward-thinking approach that positioned Fanoob as a trailblazer in the social engagement application space.

Presented annual results and conducted advanced analyses for client executive teams, enhanced their understanding of strategies to boost customer loyalty, and optimized capital spending based on survey feedback and consulting insights.Advised clients on elevating employee engagement and guest loyalty by delivering industry expertise and resources within the Market Metrix suite of products to drive profitable improvements.Executed end-to-end project management for new client guest and employee feedback programs, from implementation through post-launch reporting and ongoing program maintenance. Ensured execution and long-term program effectiveness.Applied consulting services to guide clients in optimizing capital spend strategies, leveraging survey feedback results for actionable insights that improved overall customer loyalty and maximized impact.Leveraged the Market Metrix suite of products to deliver customized solutions and addressed specific client challenges in the realms of employee engagement and guest loyalty enhancement.

Managed the Client & Member Services Department at BizBuySell, overseeing functions such as management, policy design, implementation, escalations, and delivering high-level business advising and reporting to executives.Executed comprehensive management and tracking of all site advertising, operations, and billing activities utilizing DART and other internal systems, ensuring accuracy and efficiency in processes.Distributed Account Management services to 350+ franchise clients, guiding them through the entire life cycle of their ads. This encompassed lead tracking, billing coordination, HTML maintenance, quality assurance testing, and detailed reporting.Collaborated with Product Development to contribute to the creation of internal client engagement tools and retention of client services. Oversaw multifaceted projects by streamlining operations while spiking client satisfaction across various functions within BizBuySell.

Orchestrated and directed a team of Client Service Associates, providing strategic leadership and fostering a collaborative environment.Streamlined and managed the team's workload to ensure prompt and effective responses to client inquiries, optimizing operational efficiency.Conducted comprehensive training sessions, emphasizing consistent quality messaging, and educated the team on LoopNet's suite of products and services, cultivating a knowledgeable and skilled workforce.Resolved and managed escalated client issues proactively, employing a solution-oriented approach to challenges.Collaborated with upper management and internal departments, contributing to the swift resolution of client issues and ensuring a seamless and client-centric approach across the organization.Spearheaded the building and evolution of the Client Services department into an industry premier call center, driving excellence and setting industry benchmarks.

Guided clients through website navigation including unlocking features and designed comprehensive education on LoopNet’s suite of products and services to curate an enhanced user experience.Educated and provided upsell techniques to non-paying clients and successfully converted them into paying clients, thereby impacting revenue growth.Interfaced with multiple management and internal departments to drive the resolution of client issues with precision to scale client satisfaction continuously.Strategically trained 10+ new hires instilling essential skills and product knowledge to empower them as impactful LoopNet Client Services Associates.

Integral member of a four-person team in a collaborative environment at LoopNet, where top-notch technical support was provided to members for website and network-related issues while fostering a team-oriented approach to problem-solving.Initiated and managed the implementation of an internal client suggestions tracking tool, collected and presented data to Product Managers monthly for strategic review to identify continuous improvement in service offerings.Earned an Employee Recognition Award from peers, underscoring the recognition for outstanding contributions and dedication to excellence in service delivery.

Conducted sales operations, order processing, and licensing support for Autodesk customers and business partners, specializing in the Commercial and Discreet channels.Oversaw and managed 150 resellers, the generation of order forms, and facilitated the smooth processing of Return Merchandise Authorizations (RMAs).Acquired an in-depth knowledge in Autodesk's suite of products and pricing scale, positioned as a go-to expert for both internal teams and external partners.Generated and delivered tailored inventory reports upon request and contributed to data-driven decision-making for resellers.Nurtured and fostered strong relationships with resellers, actively contributing to the success of sales operations and ensuring a high level of customer satisfaction.