Madison Torres Email & Phone Number

Irvine, California, United States

Irvine, California, United States

- Manages team of 8 Customer Advocates and evaluates daily workflow to see how improvements can be made.- Led team integration to support 3+ additional product lines and 15+ products which increased overall monthly Case count by 400 on average.- Handles escalated Cases that come from team to ensure that Customer is happy with products and overall pre-sales and post-sales service.

Irvine, California, United States

- Provides white glove service to all customers that reached out via phone, email, chat, or web form who need assistance with anything from technical support to sales support. Successfully managed up to 150 Support Cases per month.- Led team CRM platform transition from Hubspot to Salesforce after acquisition with Shure. Created comparable workflow from previous, dedicated CRM (Hubspot) to fit into Shure’s large, existing CRM (Salesforce).- Trained all 5 new team members to ensure all members followed workflow accordingly creating a unified experience in any CRM.- Assisted in creating workflow and solely published Case Workflow for HR Training Manual for future hires.- Acts as team Salesforce Admin with responsibilities including running monthly reports to get metrics on Cases and Leads to see how we can improve workflow or accessibility for customers, creating all templates with autofill options to provide a personalized and streamlined experience for all customers, and managing Cases to ensure fields are filled out accordingly to pull correct reporting.- Manages accounts by proactively reaching out to customers with a significant amount of Support Cases and/or large installs to ensure the Ecosystem was working well, ask for feedback on the overall product, test the system, or assist in any way needed.- Reports Customer Feedback to other departments like Engineering to improve overall products and Marketing to optimize efforts.

Anaheim, California

- Took lead and executed over 75 unique events including corporate meetings and summits, VIP award shows, and high end intimate dinners with guest counts ranging from 10 to 3,300.- Helped lead the special events team to a record $5.82M in gross sales in 2019 by updating labor and inventory procedures to achieve a 73% contribution margin.- Ran weekly meeting with all department heads and special events team to review BEOs & diagrams of upcoming events.- Sourced decor, entertainment, and additional production needs for clients in addition to encouraging night of F&B upsells to increase revenue $350K over base contract sales. Drafted purchase orders accordingly and finalized payment with accounting team.- Cooperatively managed 250 venue front of house staff schedules and training for private events. Additionally, created a dedicated special events team of 40 on-call staff members after seeing a need for event-specific professionals for top tier clients.- Managed client relationship and all updates to BEO, contract payments, diagram, and run of show minimum one month leading up to the event through final execution and teardown.

Costa Mesa, Ca

- Assisted with planning and personally executed over 150 events ranging from 15 to 700+ guests including corporate cocktail galas, weddings, holiday parties, and bridal/trade shows- Exceeded team sales goal of $3.3 million in 2018. Most events executed at high end venues such as The Colony House, [AV], Franciscan Gardens, & The Yost- In charge of leading 10+ weekly site tours at The Colony House, where I assisted clients with deciding upon catering & bar packages and created proposals with client interest and budget in mind. Most events ranging from $15,000+ in revenue- Scheduled and ran food tastings & detailing meetings to finalize events including reviewing timeline, layout, pre/post event responsibilities, etc. Additionally, using this time to upsell client on additional food/bar, upgraded linens/china, etc.- Finalized BEOs 2 weeks prior to all events to ensure seamless execution. Created detailed and easy to read notes/event outline for clients, serve staff, & chefs to refer to.

Irvine, Ca

- Administrative duties such as answering inquiries, phone calls, scheduling tours & venue maintenance. Additionally would work with accounting to process internal & external payment from client and to outside rental companies.

Bachelor Of Arts (B.A.), Arts, Entertainment, And Media Management

Education record