Oversee the entire Guest Services and Security Operations for the Orlando Venues account which includes the Amway Center and Camping World Stadium. • Manage, supervise, and provide leadership to three full time Event Managers, one Admin Support, and 300 part time employees during events.• Responsible for assigning events to the three Event Managers to ensure that each event has a dedicated Manager to oversee scheduling, deployment, operations, and payroll.• Ensure Event Managers have correctly finished payroll for all Andy Frain Staff and Contract Partners and ensure billing is sent to the client within two business days. • Responsible for building relations and main point of contract with the City of Orlando Venues Team, Orlando Magic, Florida Citrus Sport, and outside Promotors using the two facilities. • Responsible for overseeing the relations of our Contract Partners which include MBE, WBE, and VBE companies. • Responsible for scheduling, deployment, operations, and payroll for all events at Camping World Stadium.

• Manage, supervise, and provide leadership to over 280 part-time employees in an 25,500 seat stadium.• Responsible for the scheduling of staff for all Orlando City SC MLS games, Orlando Pride NWSL games, International Soccer games, and Special events held at Orlando City Stadium. • Responsible for staff payroll after every event at Orlando City Stadium and ensure correct billing is sent to the client within two days of the event.• Created Post Orders for all positions inside of Orlando City Stadium. • Created Stadium specific training that is taught and distributed to all Andy Frain employee and partners that work Guest Services and Security.• Create Event sheets, game packets, and cheat sheets so assist staff with their job and event knowledge. • Assist with job fairs to hire more staff for the Orlando branch.• Assist other accounts in the Orlando branch during dark periods. These accounts include the Amway Center, Camping World Stadium, and Dr. Phillips Performing Arts Center• Works in conjunction with other Account Managers to ensure staffing is distributed equally among sites.• Notable Events Worked: 2017 USA Men’s Soccer vs. Panama, 2017 NWSL Cup Final, 2017 NCAA Women’s College Cup, 2017 & 2018 NFL Pro Bowl, WWE WrestleMania 33, 2018 She Believes Cup, 2017 International Champions Cup and 2017 - 2019 EDC Orlando.

• Manage, supervise, and provide leadership to over 150 part-time employees in an 18,500 seat stadium.• Responsible for the recruiting, interviewing, and hiring process for all Guest Services employees.• Responsible for the scheduling of staff for all Sporting KC MLS games, International Soccer games, Concerts and Special events at Children’s Mercy Park, and the team’s Downtown event space “3 Points.”• Create Event Sheets for all part time employees in Guest Services and all outside service providers who need the event day information.• Oversee Sporting KC Parking Manager and assisted with the recruiting, interviewing, and hiring process for all Parking Associates.• Responsible for the scheduling of staff for all Swope Park Rangers game (USL) which include positions with Security, Guest Services, and the Box Office. • Responsible for the opening of five ticket gates, Premium Tower, Boulevard Members Club, and Bowl seating during all Sporting KC MLS games, International Soccer games, and Concerts.• Assisted with the creation & training of Sporting KC’s IMPACT Fan Experience approach (2013).• Assisted with the creation & training of Sporting KC’s 6 A’s of Service Fan Experience approach (2015).• Assisted with the creation of an Employee Recognition program, Star Employee of the Month award and a Supervisor/Employee of the Year award for the Guest Services Department. • Helped bring Services Scouts to Sporting KC to create a secret shopper program to ensure all part time employees are following Sporting KC philosophies and Fan Experience Programs. • Serve as the primary point-of-contact for guest correspondence relating to event service issues.• Serve as the primary point-of-contact for all Lost and Found items from events held at Children’s Mercy Park. • Serve as the stadium representative for over 50 Special Events held at Children’s Mercy Park. • Book, staff, and assist with all private tours of Children’s Mercy Park.

•Oversee conduct of both guests and staff and ensure that all are acting in compliance with Forum policies and procedures.•Handle guest problems and complaints associated with incidents in a professional and courteous manner.•Responsible for investigating and documenting information relating to reported incidents.•Responsible for completing all necessary reports and paperwork associated with events in a prompt and thorough manner.•Rewards and disciplines staff when needed.•Check in with staff continuously throughout the course of an event.•Answer guest and staff questions about the event or venue.•Managing large crowds during an event.

•Responsible for plaza set up, directing and greeting guests as they walk onto plaza, facilitate Fanland games for kids, and answering questions about the event or venue.•Responsible for crowd control of designated smoking areas on both the West and East Plazas.•Responsible for crowd control on the Bud Light Party Deck once doors to the venue open.•Search guests’ bags at entry gates to ensure that prohibitive items do not enter the venue.•Greet and seat guest who are sitting in my designated section.•Enforce all building policies and procedures during an event.•Help out Security department during concert events to ensure that only guests with proper credentials enter special designated areas of the arena and ensure that building policies are being followed during these concerts.•Notable events worked: Tampa Bay Lightning Hockey games, Tampa Bay Storm games, 2012 NCAA Frozen Four, Bruce Springsteen and the E-Street Band Concert, Red Hot Chili Peppers Concert, Rammstein Concert, Van Halen Concert, New Edition Concert, and Disney on Ice.

Event Staff Member from August 2007-August 2008 then promoted in August 2008.•Responsible for day-to-day facility operations including floor/hoop/bleacher maintenance, court configuration, intramural and practice set-up, and arena inventory.•Responsible for field maintenance which includes drawing foul lines, outlining batters boxes, watering infield, and repairing holes made by batters and pitchers to the softball and baseball fields before and after games. •Monitored Court Maintenance for 20,000 square foot main gym and 8,500 square foot auxiliary gym.•Ensure all hoops and shot clock equipment are safe and secure prior to and following each home game.•Responsible for supervising fellow event staff employees during set-up and breakdown of FGCU athletic and special events.•Serve as event supervisor and facility representative for over 30 different Alico Arena special events per school year.•Team Leader for parking lot during events with attendance of greater than 1,200 guests.•Responsible for money tills greater than $1,500 for each home volleyball and basketball game.•Responsible for client manifest and ticket distribution utilizing the NeuLion Titan Ticket System.•Responsible for monitoring weather systems by using Televent DTN Weather Sentry and determining if lightning policies should be enforced during outdoor sports events and initiate inclement weather policy and procedure if necessary. •Notable Events worked: Joe Biden Town Hall Meeting, President’s Lecture Series with former First Lady Laura Bush, Freshman Convocation, Florida Gulf Coast University Commencement, NBA Cares Jr. NBA/Jr. WNBA Skills Challenge, FGCU Presidential Inauguration, Job Fair, O’Reilly Auto Parts College Basketball Experience Classic, Postseason WNIT First and Second Rounds, Preseason WNIT First Round, Atlantic Sun Volleyball Tournament, Atlantic Sun Women’s Soccer Tournament, and over 200 FGCU Athletic Events.

•Helped supervised over 180 part time staff members in the Guest Services Department, Platinum Services Department, and Plaza Team.•Responsible for conducting Suite Walks before every event that took place at the St. Pete Times Forum. •Responsible for setting up all Gates that were to be open for events and help distribute promotional items. •Responsible for inputting the part time staff schedules, incident reports, and lost and founds items into computer systems. •Responsible for ticket on sale crowd control, building walks, and concert meet and greets. •Served as a supervisor to ticket takers and part of the 200 level for four different events during the internship. •Notable Events worked: 17 Tampa Bay Lightning Hockey Games, Carrie Underwood Concert, Justin Bieber Concert, 93.3 FLZ Jingle Ball, Trans-Siberian Orchestra Concert, Disney on Ice, Tampa Bay Storm Conference Final, and Joyce Meyer Ministries.