◾ Received Teammate of the Quarter recognition Q1 2024◾Lead daily operations of centralized reservation, concierge, and support services, ensuring top-tier customer experiences◾Manage and mentor concierge team, optimizing resource utilization and service-level objectives◾Ensure consistent communication and coordination with each marina's management team to ensure seamless integration of remote concierge support.◾Develop and implement training programs for customer success teams to enhance service quality and operational efficiency◾Collaborate with sales, marketing, and 40+ site operations teams to align strategies, driving customer retention and upsell opportunities◾Utilize marina management and customer relation management systems to streamline operations and maintain data efficiency (Hubspot, Zoho, Happyfox, Molo, MarinaGo, Stellar, DigitalRez, RezExpert, Newbook)◾Oversee Google review management across the portfolio, coordinating with on-site teams to deliver uniquely tailored responses, particularly for negative feedback.◾Provide comprehensive support for Nextiva phone systems across all properties, ensuring consistent and reliable communication.◾Co-lead initiative to transition telecommunications systems across all managed properties, focusing on reducing costs and minimizing service downtimes.◾Resolve escalated customer issues, maintaining a high level of customer satisfaction and loyalty with a focus on transparency, empathy, and open communication◾Foster a customer-centric culture within the team, emphasizing empathy, proactivity, and dedication to service excellence◾ Managed Oasis Boat Club Inside Sales team and established SOPs to ensure initial contact with prospects led to successful conversions by outside sales teams

“Floating” role focusing on customer delivery and training, as well as new vessel mechanical rigging.◾Schedule and conduct comprehensive vessel deliveries and training demos, ensuring customer safety, comfort, and operational proficiency with their vessel◾Perform quality checks on all vessels prior to customer delivery to verify full functionality and readiness◾Execute remote service work for customers unable to bring their vessel to the location for maintenance or troubleshooting, ensuring prompt and effective support◾Oversee parts ordering and tracking, maintaining efficient inventory management and timely service completion

Promoted from fleet manager role to sales manager role, coordinated entire sales process from first point of customer contact through to transfer of title and delivery of watercraft. ◾Oversaw sale of the entire rental fleet (approximately 130 vessels) on an annual basis ◾Maintained customer contact from the point of deposit, through the purchase process of vessel and start of the following boating season to ensure best possible customer experience

Promoted from supervisor role to fleet manager role, encompass any and all work related to motorized watercraft in 130 vessel fleet (valued at over $4M) across 6 locations ◾ Receive and unload 130 new watercraft and engines from respective manufacturers each year ◾ Complete rigging process for all received vessels, and ensure safe and efficient deployment of new fleet into water and to respective rental locations with hard deadlines. ◾ Manage and maintain fleet at 6 separate locations throughout course of rental season, includingSchedule and complete 3 separate scheduled maintenance routines for each vessel in fleet in course of rental season“Rapid response” mechanical assistance to vessels rendered inoperable during rentalMaintenance and replacement parts inventoryWarranty claim request completion ◾ At conclusion of rental season, fully inspect fleet and rectify issues to prepare for sale ◾ Assist in orchestration and execution of fleet boat sale each fall

Rapidly promoted from seasonal Dock Master (managing boat rentals) to year-round responsibility for managing ±20 personnel and day-to-day operations of three boat rental sites (Bridgewater Marina, Bernard’s Landing, and Virginia’s SML State Park). ◾ Train, supervise, coordinate workflow process and task assignments for ±20 seasonal employees.◾ Support marina’s reputation as SML’s premier “safety-first” marina; conduct “train the trainer” sessions in boat operations and safety regulations to enable staff to train boat renters.◾ Manage ±100-boat inventory, ensuring all boats meet strict standards for operation and safety; oversee mechanic on tracking maintenance logs, purchasing and stocking replacement parts and fluids.◾ Marketing liaison to regional and state-wide boat shows: 40th Annual Roanoke Boat Show 2014 (hosted by Southwest Virginia Boat Dealers Association) and 28th Annual Richmond Boat Show Feb 2016. Promote SML, Bridgewater Marina’s boat rental business, water safety, and launch of new fleet sales program.◾ Pioneered expansion of Social Media; dedicated winter of 2013-2014 to establishing and managing Twitter, Instagram and Pinterest accounts; initiated/managed blog on marina website; enhanced Facebook monitoring and uploads (now >5,000 “likes”).◾ Direct community outreach/educational programs including Carilion Clinic’s annual “Junior Boaters Safety Day” (teens 13-15 years of age) and Rocky Mount Elementary field trip for K-1st Graders.

One of 15 PARs per shift serving as “first point of contact” for ER patients. Gathered/input vital initial demographic and insurance information (collected co-pays), personally processing ±120 patients within four hours (with additional four hours gathering data in patient ER rooms).◾ Communicated/interacted daily (rotating shifts) with diverse internal and external contacts including physicians and other medical staff, security team, patients, families, legal guardians/representatives. ◾Assisted with training of new employees on EPIC software and ER front-desk procedures. ◾Gained broad-based experience in various health insurance plans, coverage and co-pay systems.

Promoted within three months from Sales Associate to supervisor of 11-member sales team in Home Theater Department. Managed departmental staffing, training, team motivation and day-to-day operations including sales, customer relations, and inventory (physical count/bar code scanner).◾ Supervisory functions included interviewing, hiring, training, evaluations, goal-monitoring (individual and department-wide). Led and motivated team to consistently meet/exceed sales goals. ◾Conducted new-hire orientation (store-wide) and new-hire/in-service training for Home Theater staff.