-Manage a national and international team of Hospitality Specialists and Sales Agents in a call center environment. -Improve response times and communication, check in, and overall review scores. -Use key performance indicators to evaluate individual and team performance on an ongoing basis.-Identify and pursue new reservations based on revenue goals. -Lead day to day guest communications operations. -Audit Hospitality Specialist and Sales Agents responses and response times. -Create and implement ongoing professional development and training opportunities for Hospitality Specialists. -Manage the claims & resolution process. -Handle escalated issues with guests and owners. -Manage and resolve sensitive booking issues including guest transfers and double bookings. -Communicate with owners/clients about guest issues & resolutions. -Develop training materials and train all Guest Hospitality Specialists, Sales Agents, and Guest Concierges at a national and international level. -Execute transfer management and property termination management. -Work collaboratively with all departments.

•Build relationships with clients over the telephone and through web communications. •Schedule and confirm consultation appointments. •Articulate treatment protocols, benefits, features, and limitations to client. •Partner and collaborate with clinics, managers and other associates. •Leverage tools, reports and resources to maximize sales results.

• Lead a team of over 30 employees. • Schedule and control payroll of staff. • Hire all new team members. • Control all operational tasks including shipping, receiving, return to vendors, shipment processing, supply orders, and inventory control. • Drive sales through education and coaching. • Manage operations team. • Improve customer service through effective coaching and development. • Collaborate with stage and services manager to ensure business runs successfully and effortlessly. • Lead visual execution of all brand updates.

• Lead a team of over 30 employees. • Hire all new team members. • Drive sales through education and coaching. • Manage customer service team. • Improve customer service through effective coaching and development. • Develop working relationships with brand partners to drive each brand’s individual business and success.

• Managed multiple The Body Shop locations across the Chicagoland area. • Maintained the standard of everyday excellence through outstanding customer service and training and development of the team. • Drove sales through in-store events and clientele building. • Visual leader in the district. • Traveled across district to train and develop managers. • Recruited and staffed positions across the district. • Assisted in all remodels, new store openings, and store closures in the district.

• Excelled in visual merchandising to drive the business to a successful level. • Trained and developed staff to be focused on customer service to grow sales and set a new standard for achieving target. • Consistently met and exceeded key metrics to make target.• Turned store around in one year from being least profitable to most profitable in District.• Highest loyalty program attachment in District, 2009 and 2010.• Cut shrink in half over a 6-month period.

•Book flights, hotels, and rental cars for traveling employees•Assist in preparation and planning of company events•Assist with client visits•Process incoming and outgoing packages and mail•Support all department managers

•Promote urban artists in the Chicago region •Help the National Director of Promotions with all projects•Assist with in-store events, merchandising venues, and other promotional events•Watch Mediabase and SoundScan numbers to establish effective radio promotion•Build relationships with radio stations to increase promotion

•Create marketing and promotional plans for artists•Promote artists through radio and press•Manage a team of students to complete marketing initiatives•Create and direct street team

• Contacted media outlets to promote artists• Contributed to overall artist development

•Assisted in finding the right places to market different music genres•Marketed and promoted signed artists to increase fan base