Olivia Kurtz Email & Phone Number

Fairfield, CT, US

New York City Metropolitan Area

New York City Metropolitan Area

New York City Metropolitan Area

Norwalk, Connecticut, United States

• Interview and onboard new employees through comprehensive 2 week training and shadowing program
• Coordinate department weekly and monthly schedules, monitor daily productivity, and implement modifications to improve coverage and team morale
• Create New Vendor Onboarding Program by developing seamless scheduling and follow up system that resulted in record setting number on profile consultations within the first month
• Develop and pilot new live chat feature to enhance customer experience and drive traffic to event vendors
• Design and map out quarterly training plans for remote Account Services team to improve CT scores and decrease escalations
• Identify educational videos and stay up-to-date on new training methods and techniques

Norwalk CT

• Manage phones and assist members and clients find and book entertainment for events ranging from corporate events to weddings
• Retain new and legacy vendors by reviewing their profile and providing tactics to book more events resulting in department record of over 100 saves YTD
• Handle all customer and member escalations with co senior
• Support company rebrand to The Bash by aiding Marketing and Product departments with new initiatives such as Wow Vendors Project, while simultaneously fielding member questions and concerns about the new launch

Greater New York City Area

• Oversee development of Venue Concierge Department including hiring, training and maintaining employee retention
• Develop and track departmental metrics to ensure client satisfaction and maintain department high Net Promoter Score of 78.6% compared to company average of 54%
• Collaborate with Venue Concierge Director to create and enforce monthly KPI's and goals for the venue concierges to meet with their individual client portfolio
• Prepare weekly 1:1 reviews with team members to track their progress and management of clients
• Assist in escalated customer service inquiries, both couple and venue facing

Greater New York City Area

-Led my team of venue experts under the support of the Director, including interviewing, training and tracking development of new employees-Created extensive two week training program with co-leads and director for new hire classes-Grew the Southern team from 3 employees to 12 in 4 month period-Maintained high levels of customer service and continued to.

Greater New York City Area

• Joined and aided in the development of The Knot Venue Concierge, a start-up department at XO Group whose mission is matching couples with their dream wedding venue
• Coordinated with venue managers and event planners to provide high quality client account management
• Provided best in class customer service on multiple platforms including live chat and maintained one of the highest net promoter score's in my division
• Utilized Salesforce as well as a custom CRM platform to manage personal database of couples and venues

New York

-Style brides overall look during one on one appointments -Maintain customer/stylist relationship throughout entire buying process to keep the bride comfortable-Track personal sales goals and in first month gross $38,000 plus in sales followed by $62,000 the next month

-Balance cash drawers at front desk daily-Execute sales transactions through computerized system-Handle customer complaints and concerns

-Created visual merchandising displays-Trained and assisted new employees

-Advised customers on quality of merchandise-Processed online and phone transactions-Answered patrons’ inquiries and resolved problems

New York

-Worked one on one with brides to select their bridal gown-Assisted and coordinated bridal photo shoots and fashion shows-Explained and reviewed bridal contracts before the purchase of gown-Addressed individual needs of clientele

Southport CT

-Assisted in training new employees-In charge of processing accounts receivable