Consulted various organizations across diverse industries on best-in-class customer experience and associate engagement, leading to improved client satisfaction and retention• Managed engagement events with budgets ranging from $5K to $300K, successfully acquiring new clients and boosting company morale• Fostered and maintained relationships with professionals in diverse industries, including food and beverage, entertainment, and city officials, facilitating smooth event execution• Drove efficiency and productivity by optimizing business initiatives, managing programs, and implementing process improvements, resulting in an average 15% increase in resource utilization and $20K annual cost savings

Oversaw a $1.5M service level agreement for a 17-floor LEED facility, servicing over 3,000 partners, ensuring high-quality service and operational efficiency• Recruited, trained, and mentored a high-performing team of 10 full-time employees, resulting in improved productivity and employee engagement• Developed and implemented a $10K HOST workplace playbook, outlining standard operating procedures and best practices, leading to streamlined operations and consistent service delivery• Nurtured client relationships with executive leadership, resulting in higher client satisfaction and long-term partnerships• Aligned with IT, overseeing implementation of EMS scheduling software, QUBI desk reservation protocol, WebEx communications, and onsite mapping kiosks• Analyzed metrics, measuring staff workplace observations, task completion, and budget spend saving $30K annually• Headed 95% exclusive DMK Catering relationship, Northern Trust Client Floor operation, and VIP client center • Organized COVID return to office signage, setup, and implementation plan across 5 client sites, resulting in global implementation of best practices

Guest Experience and Operations Manager 2015 - 2018Guest Experience and Operations Coordinator 2012 - 2015Managed a $3M+ P&L and led a team of 900 associates, driving customer satisfaction and revenue growth across diverse events• Spearheaded events generating $50M in revenue, including Cubs' games, concerts, and corporate sponsorship outings, resulting in significant financial contributions to the organization• Designed the Marquee Moments customer brand, leading to a 22% increase in Net Promoter Score and a 95% Secret Shop customer satisfaction rating• Organized seasonal associate recruitment, hiring, training, and on-boarding process for security, guest services, and parking associates growing associate team 50% while reducing turnover 10%• Utilized analytics to tie customer experience to financial gains and improvements including NPS, length of stay, turnstile, and 24/7 incident software driving record ticket resale numbers increasing attendance to over 3M guests• Established KPIs to ensure continuous increases in operational efficiency reducing incidents 20%• Implemented TEAM Coalition Alcohol Awareness and Verbal Judo De-escalation programs for 900+ seasonal associates• Coached executive management decision-making by evaluating ongoing operations and presenting parking allocations, staffing models, interview performance, and business calculations• Negotiated with governing bodies and business owners to utilize remote 1000 space parking lot with free parking and shuttle service, promoting night games and generating revenue• Secured $30K in net revenue by designing and executing strategic non-game initiatives• Boosted parking revenue 20% by identifying and implementing new pricing models and operations for parking infrastructure

● Delivered service to player families, guests, and fans at both private events and home games.

Generated $500K in sales across 20 stores, showcasing a strong ability to drive revenue growth in a competitive market• Executed a data-driven account penetration strategy using statistical purchasing trends, resulting in improved customer experience and targeted product offerings• Modernized product lines, effectively responding to market trends and customer needs, demonstrating adaptability and strategic thinking

 Planned home game operations of 18 varsity sports teams. Coordinated 2010 Miami Invitational Track Event with 21 schools and 700+ athletes.

 Redesigned fan experience for home games and game day associates. Generated data for budget requests involving a range of stadium operations.

 Provided customer service to over 200 members  Coordinated tournaments of up to 300 players Maintained course and equipment used by both PGA professionals and customers Communicated with fellow employees in order to provide the best possible customer service

 Served as Philanthropy Chair for a 90 member fraternity Raised money for ALS after taking over philanthropy that had lost money during the previous 2 years Partnered with other Miami Greek organizations assisting local charities Aided in recruitment activities and prepared 30 pledges for full membership

 Elected Senator to represent students of a 290 member residential hall on community council and student senate Voted on legislation, reported student concerns, and served on Academic Advising and Communications Committees

• Chosen from over 100 players to coach and instruct children ranging from 3-13 years of age.• Taught children baseball skills and mindset while providing advice and recommendations.• Maintained dialogue with parents and raised money for High School by selling apparel