- Created and implemented a proprietary internal communications structure for North America Sales and provided the template for the Europe/Middle East and Pacific markets- Instituted, executed, and managed the multi-channel strategy for a direct audience for 10,000+ employees while providing a constant brand voice amid perpetual change- Collaborated with business partners to drive clarity and impact around changes in our product line, process improvements, digital tool updates, training, and internal news- Drove content strategy with appropriate voice and tone for channels and/or functions- Collaborated with executives to conceptualize, produce, and distribute exclusive written,video, and interactive content that inspired our teams through masterful storytelling- Led team of five technical writers on an interim basis from November 2021-February 2022- Partnered with team leads and executives to develop and evolve newsletters, videocontent, and programs that built an engaged, informed, and positive company culture- Established framework for the new intranet, the Tesla Hub, and migrated 300+ process,training, and historical articles from SharePoint to new in-house knowledge base- Sourced, packaged, validated, published, and maintained library of over 600 articles- Performed quarterly audits and analyses of Knowledge Base material and internal tools- Collected, managed, analyzed, and operationalized ongoing project feedback frominternal stakeholders and field teams to improve our tools and programs- Built and maintained the organizational structures and taxonomy necessary to sustain and scale internal resources across markets for sales and service in NA, EMEA, and APAC

- Work closely with recruiters and internal business partners to schedule candidate interviews, reserve rooms, book travel, and any other logistics to ensure our candidates have an exceptional experience- Manage complex schedules and logistical plans, while being able to deal with last-minute changes on the fly- Understand the entire interview process from start to finish, and constantly think of creative, innovative ways for improvements.- Perform key processes through the recruiting cycle including the electronic employment application, NDA documentation, third-party background check initiation, and tracking• Participate in “candidate experience” initiatives and coordinate special events, including open-house events and creative sourcing campaigns

- Strive for an efficient work environment while continuously improving processes, tools, and training for the delivery team - Partner with various teams across the organization to share critical information gathered and share best practices to help improve the delivery experience- Develop and manage special projects teams to ensure the delivery goal is met - Coordinate vehicle preparation activities including inspecting vehicles, transporting vehicles, and ensuring all vehicles are fully charged and staged- Demonstrate and act on the core values of customer service: proactive, professional, personal, and passionate- Take complete ownership and responsibility for home delivery operations by coordinating the delivery of vehicles directly to our customers, while managing internal and external partners to ensure flawless execution- Navigate and own customer escalation path to ensure the customer is supported with proper resolution and clear communication

- Welcome customers to the Tesla family by making their journey to ownership a delightful experience- Manage expectations and communication from the point of order until delivery for a defined pipeline of customers- Coordinate all aspects of the final transaction, including receipt of final payment and ensuring completeness of purchase, financing, and registration documents- Regularly update the CRM system to ensure accurate and timely delivery information is available to management- Prepare vehicles and host delivery appointments, including new owner orientations tailored to the individual customer’s needs and comfort level- Support the Delivery Manager in delivery center operations, task completion, and ensuring superior customer service- Contribute ideas toward improving the Tesla delivery experience and back-end processes and procedures- Demonstrate a mastery of all Tesla products and services and local incentives for EV owners

- Welcome customers to the Tesla family by making their delivery day a fun and educational experience- Educate new owners by conducting a comprehensive vehicle orientation, tailored to the individual customer's needs and comfort level- Assist customers with the accurate completion of their delivery documents- Prepare vehicles for upcoming customer appointments- Foster a feeling of community amongst owners, and provide information about the ongoing benefits ownership- Demonstrate a mastery of all Tesla products and services and local incentives for EV owners- Keep up with industry trends and best practices- Contribute ideas toward improving the Tesla delivery experience- Conduct informative and engaging customer factory tours

- Act as game-day point of contact for Suite Holders with questions, comments, and concerns- Set up and breakdown of all Suite Level Concierge Stations- Set up and breakdown of all Suites- Providing accurate information in a timely manner- Support organization and arena staff, creating a fun environment- Assisting Warriors staff with events- Assistance in monitoring access to the suites levels (verifying ticket access)- Providing exceptional customer service at all events

- Execute the implementation of the overall ticketing strategy regarding new sales and retention of existing clients- Responsible for supervising, training, and overall development of Client Services staff- Manage and coordinate the execution of events and experiences that will enhance the customer experience and strengthen customer loyalty- Ensure detailed records of all client interactions are kept using Microsoft Dynamic CRM, Outlook, and ProVenue. Accurately manage campaigns and customer communication via CRM and team meetings- Work with game day staff to execute and manage A's memories, Experiences, and other Ballpark App initiatives- Manage the development and implementation of the annual Season Ticket Renewal Plan, as well as ensure a seamless transition from new sale to the current season ticket holder- Coordinate with different departments, including Ovations and Staff Pro, to ensure all aspects of events are implemented - Work with Ticket Services and Ticket Operations to further enhance the season ticket holder experience

- Member of the inaugural retention and service team of Season Ticket Account Executives- Act as the primary point of contact for more than 1,100 Red Sox season ticket accounts amounting to over $20 million in annual revenue, with an average renewal rate of 96% during tenure with the Red Sox- Answer questions, comments, and requests from accounts in an exceptionally courteous, efficient, and timely manner- Maintain detailed records of all client interactions using Microsoft Dynamic CRM, Outlook and ProVenue- Assist with the launch of the new Red Sox Rewards program by informing accounts of program details, marketing the conversion to digital ticketing, activating the in-season rewards, and troubleshooting all obstacles- Create and distribute collateral materials, including webpage, email, and hard copy information for the season ticket holder- Plan and execute season ticket events, such as Batting Practice, Cocktail Parties, and Season Ticket Holder of the Game- Coordinate with different departments, including Aramark, to ensure all aspects of events are implemented - Work with Ticket Services and Ticket Operations to further enhance the season ticket holder experience

- Provided exemplary customer service to Orlando Magic premium clientele and season ticket holders during games- Resolved client concerns and overcame challenging circumstances by being proactive and promptly finding solutions - Maintained detailed records of client interactions using Microsoft Dynamic CRM and Archtics

- Managed and transformed client relationships and experiences at all ESPN Wide World of Sports events by ensuring Disney brand of service occurred in every interaction - Expanded participation in Disney Soccer tournaments internationally to over 35 countries- Served as direct Disney contact to over 300,000 athletes and 1,200 teams per year from the United States and abroad - Assisted with Atlanta Braves sales and marketing through social media and implementation of promotional nights

- Delivered personalized sales experiences to every guest to inspire and encourage their return to Apple- Facilitated and trained a team to create brand ambassadors aimed at maintaining Apple visual standards- Created and enforced visual guidelines and goals for my team, which ensured store and corporate objectives were met - Scheduled and managed visual overnights, keeping the team motivated to meet deadlines with exceptional communication and positive and constructive feedback- Deliver personalized experiences to every guest to inspire and encourage their return to Apple- Guide and interact with the foreign community to help international customers make purchases- Facilitate and train a specific team to create brand ambassadors and maintain Apple visual standards- Present exceptional customer service to members of our elite One to One program and listen to their needs to find relevant solutions

- Compose the game recaps for men’s and women’s basketball, volleyball, and baseball- Update player information, press releases, and video on the Pacific Athletics website- Acted as media relations assistant, distributing relevant game information and served as a liaison between external media and the Pacific Athletics communication department- Aid with on-field activities with the baseball team and staff while filming practices for player DVDs

- Utilized Archtics and other communication software to support Group Sales ticket fundraisers and initiatives - Directed and supervised premium performers and guest participants of all in-game entertainment- Collected group leader and fan feedback to enhance future group sales experiences- Assisted the planning and execution of player appearances and group tours at the Oakland Raiders Headquarters

- Tended to day-to-day maintenance of CSNBayArea.com, correcting articles, images, and videos- Prepared and edited highlight reels and interviews using Avid video editor to upload to the website- Covered multiple articles and live game feeds at once, balancing game coverage and prep for post-game- Assisted the marketing department during special Comcast SportsNet theme nights with the Oakland Athletics (Fan Friday) and the San Francisco Giants (Say Hey Tuesday)- Effectively managed crowds and Bay Area sports celebrities during the Comcast SportsNet Postgame Barbeque

- Scheduled, organized, and managed in-game promotions and Promotions Team- Managed specific groups of clients every game and ensured they were having a top-tier experience- Bolstered Ports social media efforts on Facebook, MySpace, Twitter, and YouTube in English and Spanish- Executed daily clerical duties within the front office such as copying, cutting, and filing client data

- Assisted with game-day staff scheduling - Performed clerical duties pertaining to ballpark operations- Followed up with game day staff to ensure efficient shifts