Mandy Bauer Email & Phone Number

Philadelphia, Pa, Us

Launched online coaching business to explore entrepreneurship and gain expertise in virtual events, people management, contract negotiation, digital marketing, and sales while successfully creating and launching new products to satisfy clients and drive revenue.Owned business operations; strategic long-term planning, marketing and sales, day-to-day operations, client communications, offer creation, creative assets, and virtual ticket distribution. Ensured customer satisfaction by delivering premium service and coaching generating over $180k in client revenue.Created and implemented organic content strategy resulting in audience growth of 80k across multiple social networks, 40M views on Instagram Reels, brand partnerships with ConvertKit, ZenBusiness, and Brili, over $90k revenue generated.Developed and implemented go-to market strategies to sell over 1,800 tickets to virtual events over 3 years. Used marketing strategies that aligned with goals and budget to increase customer loyalty of top 3% of customers by 40%.

Miami, Florida, United States

Hired for inaugural F1 Miami GE team to take ownership of Guest Experience in premium hospitality area, MIA Marina. Responsible for pre-event operational planning, event staff training and management, plus onsite guest assistance and troubleshooting.Lead Manager: oversaw five premium areas, Guest Services operations, onsite venue operations and guest de-escalation, VIP client management, ticket relocations, staff operations and rewards, training events, pre-shift staff meetings, safety planning, crowd management, wayfinding signage, ADA team assistance.Participated in pre-planning committee to enhance event operations and experience for ’23; updated credentialing, pre-event guest communications, onsite ticketing operations, fan activations. Guest satisfaction scores increased by 28%.Trained and managed 180 event staff with self-created manual on how to deliver premium service for up to 90,000 guests per day. Lead facilitator during full event-staff training events of over 2,000 people.Hosted and managed C-suite level guests, accurately fulfilled guest riders and merchandise requests, coordinated logistics for client deliverables such as garage tours, driver meet & greets, onsite golf-cart transportation, VIP parking access.Liaised onsite with local Fire & Rescue, Security, Site Operations, and F&B teams to ensure effective operations for up to 90,000 ticketed guests per day.

Greater Philadelphia Area

Promoted to Director of Hospitality to oversee hospitality operations for Wells Fargo Center (WFC) and act as Event Manager for new revenue driver, VIP concert events. Managed VIP concert events; responsible for event design, programming and management, forecasting, budgeting, pre-event guest communications, ticketing and venue operations, artist meet and greets, onsite guest and event staff management, encouraging sales, F&B coordination.Collaborated with Marketing and Ticketing departments to enhance guest communication plan. Used innovative strategies to increase brand awareness and boost ticket sales by 19% over six months, generating $40k in revenue.Oversaw budget of $750k as Project Manager during multi-year renovation project; worked with sponsors and vendors to negotiate and secure contracts on custom artwork, signage, activations with attention to tight deadlines.Created compelling proposals and presentations for executives to pitch industry trends and successfully advocate for new spaces during $250M renovation project. Was main creator and Project Manager behind successful Assembly Room and Rage Room.Cultivated strong relationships with vendors and industry stakeholders to ensure successful event delivery and long-term partnership success. Negotiated contracts, managed onsite interactions, and paid invoices to stay in budget.Acted as Activation Manager during Winter on Broad to secure sponsorship contracts, branded signage, contracts, manage booth assignments and onsite vendor and sponsorship operations.Collaborated with teammates to produce large-scale events like NHL Winter Classic 2019 and Flyers playoff games. Oversaw venue operations, vendor management and contracts, event staff training, risk management, guest issues.

Greater Philadelphia Area

Recruited to the Wells Fargo Center, home of the Flyers and 76ers, to build and manage new Guest Experience program from scratch, train and evaluate event staff, oversee overall guest experience.Owned all aspects of managing customer service and incident reports for Wells Fargo Center pertaining to Flyers, Sixers, and concerts via phone, email and automated survey system using SalesForce, Paciolan and onsite resolutions.Wrote and facilitated trainings for up to 2,000 event staff with emphasis on how to deliver premium customer service. Executed initiatives to evaluate and reward staff, including secret shopper programs and post event surveys.Designed, created and implemented three complex reward and incentive programs for over 2,000 event staff. Oversaw staff recognition and pre-game breakfast/snack events.Partnered with Security team to oversee hiring events, hiring processes and decisions, onboarding, training, pre-shift meetings, and more.Collaborated with teammates to produce large-scale events like NHL Winter Classic 2019 and NCAA Men’s Basketball Tournament 2016. Responsibilities included wayfinding, hospitality, staff training, staff check-in, venue monitoring.Procured and owned new tech project: guest satisfaction tool, Happy or Not. Analyzed data to implement evidence-based operational improvements, increasing overall guest satisfaction by 10% during the 2017-2018 NHL season.Worked with Security, Operations, and Facilities teams along with 76ers staff to partner with non-profit, KultureCity, to activate a sensory-friendly and quiet space for fans during events. The WFC was the first arena in PA to go through KultureCity's Sensory Initiative and receive certification.Acted as Founder and Chairperson of new leadership initiative, the Guest Experience Council, tasked with driving initiatives focused on enhancing the customer experience.

Greater Philadelphia Area

Acted as main point of contact for VIP guests at major music festivals like Coachella and Bonnaroo; fielded onsite guest requests and troubleshooting, managed staff, oversaw lounge operations, liaised with festival operations staff.Owned lounge design and operations for VIP guests at domestic and international sold-out music festivals. Responsible for end-to-end event design and execution plus budgeting, forecasting, risk management, guest communications, and onsite resolutions.Saved company hours and $10k utilizing Spanish speaking skills during event build in Mexico (CMP) by successfully translating for contractor and local crew.Managed multiple vendor relationships to provide F&B, IT needs, tenting, fencing, décor and trending services like massages and hairstyling. Coordinated contracts, arrival logistics, onside set ups, break downs, and invoicing.Worked closely with CEO to identify outdoor venue for inaugural Crash My Playa festival. Tasked with creating and managing Guest Services program and staff operations in MX; oversaw team of 10 managers and 8 check-in locations.Created training manual and SOPs for delivering premium service; led in-person trainings for up to 500 part-time staff, guiding them towards specific KPIs geared around delivering premium service and superb customer satisfaction.Led core Guest Experience team of 20+ to ensure top tier service across US and international events by successfully campaigning for increased budget to implement personalized concierge services and elevated guest programs.Acted as Stage Manager and festival represntative for private performances such as Nicki Bluhm & the Gramblers at Kaaboo Del Mar.Collaborated with major client, Madison House Presents, to design and manage a new whimsical luxury campground, dubbed the Enchanted Campground, at Electric Forest Festival. Oversaw ideation, activation, and onsite operations, using budget of $100k. Ticket sales generated over $250k over 3 years.

Greater Philadelphia Area

Designed, procured, and fulfilled unique merchandise needs for guests attending concert tours and festivals. Worked with vendors and clients to ensure timely delivery of product while staying in budget and meeting tight deadlines.Responsible for staffing multiple domestic festivals a week with top talent and hard deadlines. Managed staffing needs, contracts, onboarding, scheduling, travel management, training, invoicing and budgets using FileMaker.Led job fairs that brought in 100s of potential candidates. Responsible for reviewing resumes, scheduling interviews and preparing a database system for resume review.Advanced venue spaces, catering equipment, various hospitality needs, and participated in multiple site visits to ensure all proper show logistics were prepared and available for multiple touring acts including Imagine Dragons, Kenny Chesney, and Muse.Traveled domestically and internationally extensively in roles such as Guest Experience Manager, Event Manager, Project Manager, Quality Control Supervisor, and Concierge Manager.Owned all aspects of managing customer service CRM and incident reports for festival guests using SalesForce, FileMaker, ZenDesk and on-site resolutions. Responsible for training staff to use reporting system effectively.Partnered with Director of Festival Operations to write standardize business operations. Wrote SOPs for: securing employee and guest credentials, advancing and negotiating with high-level partners, obtaining venue space, ensuring appropriate security levels, managing artist relationships and exceeding greenroom expectations, designing proper ingress, egress, and parking plans for large and small venues, ordering necessary signage and placement.

The Mann Center For Performing Arts

Represented BMW at sponsorship tables outside music venue before shows. Interacted with guests promoting marketing materials.

Washington D.C. Metro Area

Trained and placed in Will Academy by Teach for America to teach middle school students conversational Spanish.Wrote curriculum around DC education standards to teach and prepare students to excel in Spanish across 6th, 7th, and 8th grade levels. Tutored students in Math and English to exceed previous year’s test scores by up to 37% in 2012.Mentored and coached students in and out of classroom; passionate about promoting self-confidence, positivity, kindness, and hard-work. Founded and ran lacrosse team, recruited new players to join official charter school league.

Dc Region

Recruited by TFA and accepted into elite 2010 Corps where only 10% of applicants were admitted.

Greenville, North Carolina Area

Exemplified outstanding interpersonal and organizational skills in stressful situations with mastery of fine dining menus and spirits.

Greenville, North Carolina Area

• Autonomously crafted and produced radio show, which was broadcasted to a city of approximately 85,000 airing five days per week.• Maximized audience involvement by encouraging listener call ins.• Utilized event kiosks, recorded commercials and conducted live interviews to increase brand awareness.• Hosted live events, delivering audience to advertisers and sponsors.

Bachelor Of Arts (Ba), Hispanic Studies, Magna Cum Laude

Activities and Societies: National Society of Collegiate Scholars, Phi Eta Sigma National Fraternity for Freshman Scholars, ECU Women's.

Bachelor Of Arts (Ba), Theatre/Theatre Arts Management, Minor In Business Administration, Magna Cum Laude

Activities and Societies: Captain of Women's Club Lacrosse, Captain of Women's Club SnowboardingSelected Coursework (Theatre Arts): Stage.

Spanish

Activities and Societies: ERASMUS 2009Study Abroad, Fall 2009: Completed a semester at the Universidad de Cantabria in northern Spain. I.

Disney'S Approach To Creativity & Innovation

Disney'S Approach To Quality Service