Retain customers and employees by providing highly responsive customer service, 24 hours a day, 7 days a week, helping to create 40% growth in our concierge department.Support recruitment, on-boarding, training, and development of 150+ concierges for contract sites in the Washington DC metro and Greater Baltimore area. On-board new concierge associates, by conducting one on one training sessions, onsite prior to associate’s first solo shift, shadowing and coaching and sharing performance feedback.Work with the Director of Training and Quality Control to identify and reward top performers.Collaborate with lead onsite concierge to create customized front desk manuals for each site.Conduct quarterly performance evaluations, facilitating action planning and goal setting, scheduling follow-up, and reporting to Director of Training and Quality control and Operations Manager.Plan and implement quarterly Concierge team meetings designed to improve customer satisfaction and retention.Troubleshoot and investigate incidents that require closure, follow-through until the appropriate resolution has been applied.Lend support to our concierge when they are facing emergencies and/or high stress situations.

Created and cultivated political relationships with Organizing for America, Secret Service, local law enforcement, and the Democratic National Convention Committee.Recruited, managed, and trained over 700 volunteers for floor operations at Bank of America Stadium.Organized & performed daily training sessions for new employees.Managed daily deployment of over 100 canvassers.

Reinforced learning of materials and skills initially introduced & outlined by certified staff.Assisted in devising strategies for learning materials based on sympathetic understanding of individual students, their needs, interests, and abilities. When requested, served as a resource person to the General Education Intervention Team.

Assisted in creating & implementing programs to influence MS schools & reduce obesity. Motivated school staff & students to pursue individual fitness goals. Assisted head instructor with various skills and activities.

Performed fitness assessmentsCreated & implemented fitness programs Instructed/demonstrated proper weight training techniques for various corporate members.