• Hire, train, and manage the Roaming Expert Fan Support, the 90+ employees that are dedicated to providing our fans legendary service and support for Orlando Magic App• Oversee the Fan Experience Representatives (4) that are responsible for delivering legendary customer service to all fans via phone, email or chat support• Oversee the Fan Experience and Operations Specialist that plans and executes over 200 hospitality events a season, develops and leads our sophisticated secret shop program while enhancing the legendary service in the Amway Center• Responsible for training all Amway Center staff in legendary service and the principles that make the Amway Center the best in customer experience• Developed and lead the Legendary Playmaker Program, a recognition program for over 2000+ part-time staff that incentivizes, highlights, and recognition our part-time staff that deliver legendary service to fans and fellow employees• Serve a liaison for the team, the Amway Center and all building partners. That includes all event operations, logistics and protocols, security, building operations, maintenance, and housekeeping• Event Manager during all Orlando Magic home games

I was a part of the opening team that planned and opened the 875,000 sq.ft Amway Center. My main function is to be the liaison between the Orlando Magic and Amway Center building partners; ie, Orlando Venues (Building Management), Andy Frain Services (Guest Services and Security), Levy (F&B), Owens (Housekeeping), Lanier (Parking), and valet provider.My role encompasses planning and executing all Orlando Magic home games which include but not limited to:• Preparing detailed event resumes and communication of needs to all building partners• Working with our partners to ensure building is set-up and ready for games• Working with clients and other departments for planning of hospitality events/group sales events• Customer service to all patrons of the Amway Center• Working with building partners on security measures to ensure we are the most secure building possible.I also developed and lead the Amway Center recognition program, Legendary Playmaker Program, for all 2000+ part-time staff. This program was developed to highlight and recognize our part-time staff that deliver legendary moments to our fans.