-Responsible for driving continuous value for a portfolio of various size accounts at every stage of the customer lifecycle.-Acted as a trusted advisor, regularly meeting with stakeholders to foster engagement, onboarding strategic customers, focusing on maximizing value and identifying opportunities to increase usage and create long-term value.-Supplied my customers with resources, including success plans and customer-specific training sessions, and organized regular check-in calls. -By understanding their risk management frameworks, I was able to translate my customers’ requirements into tailored solutions, ensuring they utilized UpGuard effectively.-Advocating for my customers, I provided updates to our internal cross-functional partners on customer perspectives, risks, strategic insights, issue resolution activities, as well as expansion and cross-sell opportunities.-Working in a fast-paced global team, I engaged and collaborated effectively, contributing to ongoing improvements and enhancements to ensure optimal customer experience and product value.

-Lead and develop a team of 15+ Customer Advocates.-Effectively manage daily operations surrounding asset management and maximize Customer Experience.-Oversee talent management with regards to hiring, training, and talent assessment.-Efficiently address process implementation in conjunction with software and operation teams.-Productively launch and develop three Carvana expansion markets.-Generate and analyze daily reports to present to leadership on business threats and opportunities .-Analyze and implement individual and team accomplishments by through existing and newly developed processes and procedures, organizational tools, and programs

-Effectively manage daily operations surrounding Customer Fulfillment. -Lead and develop a team of 10 Lot Attendants and Advocates.-Coached advocates and took lead on customer escalations to deliver world class service.-Improved customer satisfaction metrics through root cause analysis, identifying critical issues, and developing targeted solutions to enhance the client experience.-Monitor staffing levels to ensure proper labor spend and customer availability.

• Facilitated deliveries and pick ups of vehicles as the face of a predominately online retailer.• Organized and corrected Title and Registration paperwork for the State of Florida on behalf customers.• Created and managed a team of advocates for above and beyond opportunities for customers.• Served as local community representative for marketing team for local events and promotions.

• Handled catering orders and customer complaints with diligence and respect for the customer’s time and concerns.• Served as Kitchen Lead to ensure breaks, daily checklists, and safe daily critical were completed timely and properly.

Coordinate details for all banquet and catering functions in conjunction with the Director of Catering.Report details to Banquet and Food and Beverage staff to ensure the event goes as planned.Prospect hotel sales through face to face marketing, phone calls, and local events.Work with Director of Sales and Marketing to forecast revenue for the year.Organize site tours and daily debriefs with clients while they are on site.

Coordinate all details for incoming groups including check-in/out processes, payment information, group needs, agendas, and reservations.Serve as response manager for on-site contact for meeting and operational needs and communicate those needs to the staff.Supervise Conference Assistants and Food and Beverage Associates and respond to customer needs.Set, plan, and service all meetings at THE TENNESSEAN Hotel with the assistance of Conference Assistants.Actively sell and market meetings and events in conjunction with the Director of SalesFinalize consumption numbers, room reservations, and food and beverage usage for all groups and process payments.Develop business to business partnerships with Knoxville community groups and businessesCoordinate with the Holiday Inn World’s Fair Park and Park Pavilion to service shared groupsServed as Interim Director of Sales from March 2018-May 2018.

Greet all guests in a warm and professional manner making guests feel welcome and anticipate their needs before they arise.Assist guests with their luggage, displaying features of their room, as well as assisting with room moves.Check in and check out guests through Opera, and assist with all guest needs during their stay.Resolve guest issues and concerns with personal empowerment to leave the guests feeling heard and satisfied.Balance and audit receipts and invoices while the Night Audit was being run.Remain in close partnership with Concierge Services, Front Desk, and Valet to ensure a seamless Arrival and Departure process, all according to THE TENNESSEAN Hotel standards

Interact and connect with customers to ensure they have a positive experience.Handcraft custom beverages to every customer’s liking, with a focus on excellence.Supervise new barista training to help them achieve level of mastery of Starbucks standards.Interact with 500+ customers daily and handle cash drawer of $200 with accuracy.Sales lead for various products including new Verismo V brewer.Store finished #2 out of 15 stores in district in sales.