I love solving problems and telling great stories, so whenever a project presents itself I love to jump into the mix. Pulling on my background in communications, customer experience, business operations, and people empowerment, I've helped clients build cool stuff and do new things.Previous examples:• Taking over as interim editor-in-chief for a local newspaper so the owner/operator could have his first vacation in five years• Develop business processes and partnerships for an up-and-coming guided tour company• Build out the rules and manufacturing process for a board game• Serve as a cultural liaison for a French fitness company working with a Beijing tourism board• Outline a documentary-style marketing project involving international travel experiences in conjunction with a major automotive manufacturer• Leadership training and team building using tabletop roleplaying games• Custom furniture creation• Balloon twisting at partiesHave an idea that you want to make a reality? Reach out; we can make it happen together!

Audi on demand is a software-driven, easy-to-use mobility experience that can immediately enhance the functionality of any dealership's existing courtesy fleet by adding retail rental capabilities. All while providing a top-notch customer experience with outstanding Audi vehicles.As the Training and Support Manager, I developed SOPs and trained staff on best practices for both on-the-ground operations as well as the support call center. I performed key functions in several escalation ladders, provided feedback to product development teams, and acted as a general problem solver for business needs across all departments.• Ensured the smooth launch of more than 50 locations as part of the Implementation Team.• Maintained an 80+ Net Promoter Score when the rental car industry average is 30.• Acted as a representative stakeholder for field operators and end-user retail customers during the design process for a single-fleet program and accompanying software.• Transitioned all locations from a mix of proprietary software and external tools to a single platform provided by our sister company.

My responsibilities as the Operations Coordinator revolved around providing generalized assistance for all things operations related for the rental car business unit. • Managed the support call center, developed protocols for new tools used in the field, and built relationships with outside vendors. • Lead an assortment of cross-departmental ad hoc projects.• Retooled and retrained all existing rental locations from stand-alone airport locations to tenant operations within Audi dealerships.• Project managed a complete brand change from “Silvercar by Audi” to “Audi on demand.”• Condensed, refined, and refreshed training resources in response to evolving tools, a new brand, and changing protocols.

As Audi on demand's Training and Support Specialist, I worked with the company's on-the-ground leaders to ensure we exceeded expectations and delivered an outstanding experience for our customers. I then transformed those insights into a company-wide training program and SOPs. I also acted as an operational liaison for our support team -- developing processes, reviewing performance, and outlining special projects.• Executed the digital onboarding of 2 to 5 employees per week.• Built monthly continuous training content and tracked engagement for 250 on-the-ground employees.• Assisted the support team in maintaining an 85%+ CSAT score.• Served as change and knowledge manager for processes updated as part of the 2020 COVID-19 pandemic.

The Contemporary Austin is not only an outstanding contemporary art museum and vector for education, but also has world-class venue spaces available for rent. On-site venue managers ensure events go smoothly, safety protocols are followed, and act as brand ambassadors for prospective clients.

Your Biker Gang had a revolutionary approach to outdoor tourism -- gather your crew, put on some fake tattoos, and saddle up on electric minibikes for a fun and exciting cruise around Austin, guided by an on-theme and well-trained "Road Captain."As the Austin Chapter Manager I was able to leverage my leadership and organizational abilities to ensure the location excelled. I completed ad hoc projects, tested marketing avenues, contributed to executive meetings, and generally maintained operations in Austin.The most important component of this role was supporting Austin's Road Captains. Together we developed operating procedures, outlined training benchmarks, and conducted research. Inspiring a shared vision among our on-the-road crew and finding them the tools they needed to provide outstanding experiences for our riders was incredibly rewarding.• Maintained customer ride schedule and high customer satisfaction despite a fire that destroyed 30% of the fleet and spare batteries.• Trained and oversaw a staff of three road captions while also leading rides - together we were able to make Your Biker Gang the top outdoor tourism activity in Austin on TripAdvisor.

Road Captains have a wide breadth of responsibilities. They are electric motorcycle mechanics, direct marketing associates, and historical researchers. But the biggest task is also the most fun -- they guide rides around Austin on electric minibikes. As an incessant storyteller and avid motorcyclist, I found being able to ride around Austin, meet new people, and share stories about this incredible city was always enjoyable.• Mentioned by name in 136 5-star reviews.• Provided high-quality photographic and video content for Instagram, Facebook, and direct to customers.

As a go anywhere, do anything presenter I worked with a small team to capture content for Big Review TV. From food trucks to trampoline parks, we sussed out what made a place special and showcased these small businesses for an extensive online audience.

Everyone at West Music has the privilege of cultivating a love of music with every customer they interact with. As a road and convention salesperson, I would host on-site sales presentations at locations in Iowa, Illinois, and Texas. Duties ranged from assisting customers in identifying their best instrument options, filing payment paperwork, and marketing efforts to drive traffic to our booth and WestMusic.com. This was an ad hoc position, with me serving in this role for specific events or seasons, totaling about six months of contract time spread out in the listed period.

I led and provided editorial guidance for a team of Chinese writers and translators developing tourism marketing content for organizations all around China.

Most of my work with DGA was managing Pub Crawl Beijing, a weekly bar tour to some of Beijing's best hidden watering holes. I was in charge of tour promotion, personnel management, and the crawl's operations. As DGA's primary contact in Beijing I also fulfilled ad hoc media production requirements -- such as procuring local photographers and overseeing video shoots -- as well as a short stint as the social media manager for one of DGA's clients, NFL China.

BiGui Productions' main focus was on producing commercial video content, but they also invested in a number of networking and industry events. As their event coordinator, I oversaw the general design of these events as well as managed the on-site staff and occasionally played the role of host.

My primary responsibilities were editing stories written by Chinese colleagues for use in various products, but I wore many hats here. I directed and produced stories, performed voiceover, and hosted.

I taught practical English communication skills to advanced English majors at SWUPL.

I taught practical English reading, writing and speaking skills to English majors at HEBUST.

As the hall director for Ross Hall I had a plethora of responsibilities ranging from staff training and programming development to overseeing daily operations and paperwork. I was directly responsible for the safety and security of approximately 90 residents, as well as the management of three resident assistants.

As a resident assistant for Harriott Hall I developed programming and mediated conflicts for a floor of first-year students at Drake University. I was directly responsible for the safety and security of approximately 45 residents.

I was responsible for the weekend cops/general assignment beat at The Des Moines Register along with occasional enterprise pieces.

While at the Business Record I did a little bit of everything but the bulk of the work revolved around preparing material for BR's various electronic newsletters.

As an intern with the Press-Citizen, I was treated as a full-fledged reporter. I hit the ground running, covering everything from an alleged sex crime cover-up by the University of Iowa administrators, the Great Flood of 2008, and the annual county fair.

I wrote stories and photographed events in the West Branch area, primarily focusing on school and municipal events. I still occasionally work as a stringer for the Times when in Iowa.