Jennifer Nell Email & Phone Number

Aurora, Co, Us

• Manage the negotiation and mediation of issues between numerous customers to ultimately reach a fair resolution for all parties• Build rapport and trust with each customer and communicate with patience and professionalism, often in escalated, sensitive, or hostile situations• Collaborate and communicate with other departments on customer needs and process improvements• Create Standard Operating Procedures when an opportunity for improvement is seen - including Traveler Evictions, Fraudulent Bookings, AirBNB Communication, and more• Collaborate with the management and training teams through exponential growth, company re-organizations, and management changes - provide ongoing training, team support, and continuously offer feedback and share areas needing improvement or change• Implemented a “Surprise & Delight” initiative - sending gifts of hospitality to Evolve customers, exceeding customer service expectations and setting a new standard of care• Selected to join a team designated to create and execute of the first annual “Care Week” – a companywide week of giving back to the community for nearly 400 employees• Elected as President of the Care team, tasked with creating a proposal for company-wide philanthropic and community opportunities during the peak of COVID-19• Served on a pilot team to combat fraudulent customers – auditing and investigating bookings for signs of fraud• Adjusted day-to-day expectations to serve on a temporary “Black Swan” team assisting with an extreme influx of reservations effected by COVID-19

• Responded to incoming customer complaints, inquiries, and requests while promoting the highest hospitality mindset• De-escalated issues between homeowners and guests while navigating highly complex situations• Adjusted reservations and informed all parties of reservation updates• Collaborated as a team to ensure every homeowner and traveler had an easy vacation rental experience

• Addressed any customer comments, complaints, or questions regarding the Rockies and Coors Field• Supported various departments with ticket inquiries, promotions, and game-day events• Inventoried and placed all orders, and assisted in all administrative duties for the ticketing department

• Regularly communicated and maintained relationships with customers and customer representatives• Determined validity of payment records and assigned those records appropriately

• Mentored and supported high school students into college and adulthood• Organized monthly events, fundraisers, service opportunities, and trips for a group of high school students and sponsors• Communicated and worked alongside other community and religious leaders

• Created and maintained relationships with customers and suppliers• Completed numerous Managerial and Operational duties - ordering products, training employees, updating marketing, etc

• Researched, organized, and ensured completion of various community events and marketing plans• Managed and responded to all gift and sponsorship requests• Established a partnership and a schedule of planned events with the Ronald McDonald House and other local organizations• Served as liaison between the Cutthroats team members and event coordinators• Assisted with administrative and marketing need for the Community Engagement and Sponsorship departments• Completed promotional material for events, including press releases, website and social media posts, and more

Fort Collins, Colorado Area

• Organized and promoted multiple charity and promotional games• Managed game-day operations including ticket sales, merchandise sales, inventory, and end-of-game financial reports

• Found staffing needs, and subsequently directed the recruitment, interview, and onboarding process• Maintained all employee records• Organized and supported fundraising efforts for Operation Smile• Completed company inquiries, ordered supplies, completed financial reports, and overall office management and organization