Lauren Kelso Email & Phone Number

Chicago, Il

• Headed entire Customer Experience department for 4 brands (Firefly Music Festival, Warrior Dash, Chicago Beer Classic & EventSprout) and implemented standards to enhance the customer experience• Executed all aspects of Guest Services, Will Call, ADA program, and St. Jude operations for +50,000 guests at Firefly Music Festival • Coordinated event travel including flights, hotels and rental cars for 50+ internal & external staff members• Launched partnership with travel platform to restructure and streamline company’s travel booking processes • Operated as office manager and planned/coordinated company retreats and events• Managed corporate charity partnership and fundraising initiatives with St. Jude Children’s Research Hospital, which raised over $16 million across multiple brands and outlets since its founding

Chicago, Il

• Directly hired and trained support staff to exemplify customer service and uphold company standards• Assessed customer needs through surveys to customize and enhance FAQ pages for all brands accordingly

Chicago, Il

• Provided professional, friendly and engaging customer service both in the office and at events through email, phone, in-person, and all social media outlets• Improve customer satisfaction rates from 87% to 94% through expert resolution of concerns and problems

Columbus, Ohio Area

• Execute effective problem solving skills while handling operational issues and maintaining guest relations • Coordinate beverage department, including ordering, inventory, and meeting specific weekly cost goals• Extensively train and coach a team of 50 people to enhance staff development and maximize productivity • Personally reduced smallwares costs by 50% (+$7,000) from 2015 to 2016• Largely contributed to an annual 6.5% increase in sales revenue for location

West Lafayette, In

• Balanced transactions for cash drawer daily after handling • Maintained flexibility in duties from shift to shift while operating in multiple capacities for the office• Managed the rental and return of equipment and keys to dorm residents

Chicago, Il

• Assisted in coordination and execution of large festival events (Lollapalooza, Taste of Chicago, RibFest)• Analyzed and tracked sales and profitability from weekly reports and profit and lost statements• Performed and trained in all levels of the management structure from dishwasher to acting store manager

Aspen, Co

• Accountable for function space set-up, detail and visual appearance for 25-750 person events• Collaborated with intern team to ensure smooth execution of events• Responsible for ensuring guest satisfaction at all times through exceptional service and follow-ups

Plymouth, Indiana

• Responsible for the baking and preparation of wedding cakes prior to decorating• Directly handled communication with local vendors to arrange delivery times and specific event details• Scheduled and arranged appointments with clientele to ensure their satisfactory experience