● Manage the daily operation of the local and international team of over 40 members. ● Administer Salesforce reports, dashboards, and fields to optimize productivity and reporting. ● Coordinate schedules, meetings and track team performance locally and internationally. ● Administer internal SharePoint site. ● Source and train new hires, including interviewing and on-boarding. ● Implement and communicate all departmental and company policies and procedures to internal staff.

● Created and updated training guides and references for internal use. ● Documented and managed cases using customer support applications (Salesforce/Fogbugz). ● Coordinated meetings with team members, leadership team and clients to troubleshoot and resolve customers issues and inquires.● Monitored and analyzed Datadog for database and environment issues.

● Triaged and managed incoming calls, email, and live chats to address and resolve customer inquiries.● Documented, managed, and triaged 30+ tickets daily using the customer support application (Parature / ServiceNow/ In-House Database).● Navigated contracts with NASA SEWP approved vendors as well as business partners to help customers with procurement orders, contracts, quotes, product specifications, and resources.● Accurately review and enter 40+ product orders per day into database.● Served as the customer advocate, communicating feedback to address problems and improve customer support processes● Aided and coordinated off-site customer training with executives and management team to ensure training sessions and conferences were well executed. Duties include updating POC on arrival and changes, registering attendees, note keeping, coordinating with event staff, setting up conference rooms, and supporting presentations.

● Organized, confirmed and processed guest check-ins/ check-outs and adapted for any changes● Secured payment, verified and adjusted billing as needed● Provided guests with room and hotel information, directions, amenities and local interests● Answered Guest inquiries and redirected calls to specified departments.● Completed cashier and closing reports, counting the bank at the end of each shift securely● Managed wake-up calls and request to internal departments.● Communicated any emergency, lost item or theft to proper security staff and/or authorities● Kept contingency lists in case of emergency and communicate any necessary messages

● Managed payroll and pay related information of over 60 associates and trained new hires.● Managed and scheduled team calendar and meetings for area sales team.● Entered, retrieved, reconciled, and verified information (commissions, leads, and third parties) in software involved in the sales process.● Identified, troubleshoot, researched, and resolved issues pertaining to CI/TY and reports.● Created and maintained digital and paper-based filing/organization systems for records, reports, and documents.● Prepared and edited letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.● Generated daily reports, contracts, letter of agreements, RFP proposals, and client agreement forms using Microsoft suite and in-house software.

● Worked with production crews and planners to execute client specifications for events ranging from 10 up to 1,000 participants.● Coordinated with banquet staff to ensure room set up and activity meets the guests’ standards and expectations.● Interacted with guests throughout the event to obtain feedback on product quality and service levels.● Responded to and managed guest problems and complaints. Ensuring that guest had a single point of contact and liaison functioning as their advocate to resolve any concerns.● Assisted the Banquet department and Front Desk with operations when they were unstaffed. Positions included Front Desk Staff, Room Service, Hostess, Housekeeping, Cocktail Server, Banquet Server, Food Runner, and Guest Services.

● Led and facilitated group activities for patients with schizophrenia.● Organized and corrected datasets from research● Assisted with a new mandated government program● Performed data entry, data checking, and filing of patients' confidential records.