Accomplishments:• Developed and implemented Training & Quality Assurance department which led to a 50% decrease in training costs while increasing the performance/efficiency and retention of new team members.• Structured ERG group to help organization grow in relation to diversity and inclusion• Restructured Business Development department which has led to doubling our revenue stream from the department.• Fashioned incentive program which led to increasing Sky Zone’s monthly event revenue (the largest contributor to total revenue) by 11% on average; projected to receive over $1M of additional revenue this year.Responsible for aiding in franchise growth regarding new programs and the training surrounding those programs. I am also responsible for training General/Branch Managers on the new programs to bring to their teams, whether I help form/create the programs or if the programs are initiated by corporate. In addition to my main responsibilities, I create and develop accountability standards for management and team members. In conjunction, I also onboard/train/manage our contact center team, which is a combination of receptionists, sales/event specialists. and business development managers.

Aided in the management of one of Sky Zone’s largest call centers as well as improved the performance and training of call center team members with a focus in sales and guest engagement. Responsible for on-boarding, training, and quality assurance of team.Accomplishments:Created Training Department which led to a 50% decrease in training costs while increasing the performance, efficiency, and retention of new team members. Developed Quality Assurance which led to decreased coaching and retention costs by 27%Increased team member compensation by 38% while increasing our annual revenue for event sales by 10% (our largest contributor to total revenue) through incentive program developed.

Customized large and small events based off guests needs with focuses in guest engagement and sales.