Communicate & collaborate effectively with customers, resolve complex customer inquiries, and increase customer satisfactionPerform thorough troubleshooting and probing analysis with the customers regarding bottom-tier experiences Conduct problem analysis to narrow the scope of issues, discover the root cause to determine where the errors are quickly and effectively resolve issuesAnalyze customer data escalation trends to identify performance enablement opportunities and system enhancements to improve customer experience and communicate to leadershipUnderstand technology issues through reporting and analytics of escalations, metrics, and overall case queues, to provide improved customer experience.Collaborate cross functionally with multiple departments across Toast, to drive the highest level of customer success throughout the customer journey.

Manage all clients through team of AM's optimized for retention, growth, and upsell for the highest MRR- Retention* Set monthly and quarterly churn goals to consistently stay below as a NET of 5% (Churn - Upsell)* Analyze churn, pinpointing reasons and trends while providing needed feedback to mitigate* Identify at-risk customers and strategize with the AM for long-term retention, joining calls when needed- Upsell* Identify managed clients that are in an ideal position for upsell and communicate to assigned AM* Provide support and strategy for AM to sell the client, closing the largest deal possible for longest contract period* Identify upsell opportunities in pool and assign to AM or close yourself given your judgement- Team* Hold monthly reviews with AM's reviewing performance and areas for growth from the previous month within the first week of the month* Analyze capacity and strengths from each team member and adjust workload accordingly, adding new sales to high performing AM's while withholding clients from overwhelmed AM's* Confirm or deny OOO or WFH requests from team, while pushing the minimum office hours of 9-5* Provide recommendations to leadership team on AM personnel needs whether additions or removals* Onboard new AM's training them in a uniform AM method and process* Create a culture of a healthy balance between ownership and collaboration

• Fielding customer service and membership related phone calls. • Maintaining and updating the “Membership” database. • Coordinating and executing regular membership renewal mailings. • Planning and executing new member outreach initiatives. • Managing existing ticket inventories. • Coordinating and acquiring new ticket inventory from theater companies, venues and presenters. • Negotiating sales and pricing terms with theater companies, venues and presenters. • Acting as general liaison to theater companies, venues and presenters. • Administering the sale and fulfillment of all theater tickets. • Managing and updating the “Theater” database. • Planning and executing regular Show of the Month Eblasts using Constant Contact. • Coordinating the Theater section of the quarterly CLUBMail catalog.

As a Field Operations Coordinator, I handle the processing and fulfillment of last minute transactions for New York City and Metro area and supervise the day-to-day operations in the Last-Minute Services centers. I educate potential buyers and sellers on available information, inventory and processed orders. Manage seller relationships throughout the service region; act as customer/vendor liaison overseeing buyer and seller affairs regarding StubHub's Last-Minute Services. Support service delivery operation for storefront walk-in traffic; address customer service issues, ship inventory and provide operational support of remote Last-Minute Services events. Assist as point person for coverage of several remote events throughout the Northeast. I have traveled as part of staff for 2015 Super Bowl, 2014 Final Four and 2014 US Open among others.

Responsibilities of this position included, but were not limited to, event set-up and break-down (including audio and video equipment, screens, barricades, signage, tents and seating areas), execution of event promotional plans (street team marketing, filling boxes of promotional materials throughout the park), limited data entry, assist and report to the Events Supervisor and Director of Marketing and Events as needed, staffing the Hudson River Park information tent at each event and assisting to provide a safe environment on-site.

Conducted various online marketing projects such as: growing audience base on our active social networks (Facebook, Twitter, YouTube, Google+), organizing and tracking social media initiatives from 800+ local Clear Channel Radio stations from around the country as well as helping to extending the reach of music programs, news articles and contests to the appropriate targeted fans online.

Composed press releases and social media announcements for upcoming events.Communicated with local media channels in order to secure partnership and sponsorship opportunities

Managed group of 10+ student workers and delegated daily tasks amongst staff. Also acted as first point of contact in main office while answering telephone inquiries, and welcoming conference service guests and distributing proper information and materials to guests.

Discover New York Peer Mentor - Serve as Peer Mentor to first-year students in assigned classes, act as a critical link between the DNY faculty member and the students enrolled in the course, assist with all faculty appointed tasks as requested, monitor class attendance, and supervise assigned students on field trips.

Greeted guests upon entering the arena, provided guests with assistance with seating, answered guests' inquiries about the event or facility and assisted in event set-up or break down.

Supported the Office of Conference Services Staff & Administration as the first point of contact in the area designated for the department’s main office and team member office areas.

Assisted in daily operations at the multi-use space. Answered phone calls, showed the space to prospective clients, organized and filed past and future contracts. Also, set appointments, responded to online inquiries, and kept up with social media outlets such as Twitter, Facebook and Flickr and researched vendors.