Director and overseer of the Customer Experience Team and IT Department in a high-growth, start-up construction rental company which expanded from having six store locations to 50 locations across the country within two years. This role consisted of developing a customer service platform from the ground up and serving on the front lines for questions and requests that came in for essentially every area of EquipmentShare. In addition to being a service team to our customers, we also were an internal concierge service to our employees that grew from 150 employees to 1,000 employees within two years. Job duties also consisted of: interviewed, hired, and trained new team members; implemented and carried out Customer Experience communication processes and expectations; served as an advocate for the EquipmentShare culture and brand; point person for internal general questions as well as products and services offered through EquipmentShare and other affiliate programs; high level of interaction and collaboration across departments and teams on a daily basis to solve problems, improve processes and create workflows; oversaw the phone menu system, greetings, call queues, phone number porting, settings, and overall processes; updated employee contact pages and systems; assisted with onboarding, user management, training and offboarding for desk phone set up, company-wide applications, and third-party programs (ES Admin, RingCentral, Intercom, Zoom, Slack, Front, Klipfolio, Bitium, Duo Security); resolved billing and payment questions; oversaw insurance and tax exemption questions; coordinated monthly company-wide meetings; account management in ensuring customer records were up-to-date; maintained a high level of confidentiality; gatekeeper of high-level issues and/or questions that came through the Customer Experience Department; and directly answered high volume of internal and external phone calls, emails and instant messages while on call 24/7.

Assisted with customer acquisition, retention, and service; grew the audience and customer base of 1canoe2 through PR efforts, publicity, outreach and events; prompt response to customer service; updated and maintained databases of client information; made weekly phone calls to customers to check in; worked to secure press coverage (print, online, television) for the 1canoe2 brand; outreach strategies to regain lapsed customers; coordinated pop up shows; assisted with accounts receivable calls; worked with wholesale manager to develop marketing campaigns; and assisted with preparations and attendance for trade shows in New York City and Atlanta.

• Lead sales team member to sell ads for Missouri Pharmacist magazine• Facilitated marketing and public relations to Midwestern radio stations, newpapers and bookstores to schedule interviews and book-signings for Missouri Life-published books• Organized the “2014 Best Places to Work Conference” (hosted by Missouri Life and the Missouri Chamber of Commerce and Industry)

Big BAM (Bicycle Across Missouri) is a statewide bicycle tour and music festival which hosted over 800 bicyclists and traveled through 22 towns in our inaugural year. • Chief communicator to communities along the route• Safety coordinator to more than 100 safety personnel across Missouri• Built relationships with vendors• Coordinated logistics• Marketing, radio and television interviews, expos, public speaking and sending press releases

• Editorial for “Made in Missouri” and “Show-Me Homes” in the October issue• Coordinated and styled photo-shoot to display Missouri-made products• Lead sales team member to sell ads for Missouri Pharmacist magazine• Researched and pitched story ideas• Created “cards” for the Google Fieldtrip app• Assisted with a Kickstarter campaign to “Save the Katy Bridge” in Boonville, MO

Assisted interior designers with organization and ordered samples; pitched design and decorating ideas to clientele; helped create visually-pleasing displays and store arrangements; managed inventory of merchandise; and grew knowledge in furniture manufacturers, wallpaper and fabrics.

Decorated and gathered ideas for events and photoshoots in the greater Nashville area; oversaw merchandise; general assistance and delivered props.

Built relationships with 25+ vendors in New York City and around the globe; gained product information to obtain merchandise which met magazine’s criteria; developed credit-sheets for featured products; assisted with photo-shoots; facilitated high-volume shipments of samples entering and exiting the office; maintained expense reports from monthly financial records; researched and collected data regarding interior designers and homes to feature across the country and provided assistance for multiple projects.