Experience

Lennd

• United States
• Events Services
• 1 - 100 Employee

• Customer Success Lead

  • Dec 2021 - Present

  Leading a team of three by creating and implementing programs and policies to successfully manage client accounts and cultivate strategic partnerships. Successfully onboarding and nurturing relationships for 139 annual events in the music, sports, and conference sectors. Utilizing HubSpot CRM software for ongoing analysis and proactive conflict resolution. Taking ownership of the customer success strategy for the launch of a new product, Sessionboard, ensuring exceptional experiences for early adopters through analytical thinking. Show less

• Customer Success Manager

  • Jul 2021 - Dec 2021



Sessionboard

• Desktop Computing Software Products
• 1 - 100 Employee

• Customer Success Lead

  • May 2022 - Present



Back of House

• United States
• Musicians

• Cofounder

  • Apr 2020 - Present



Various

• Freelance Production Assistant

  • Apr 2017 - Present

  - Shaq's Fun House: Scottsdale, AZ - Sports Illustrated "The Party": Scottsdale, AZ - Formula 1: Austin, Texas - Moontower: Austin, Texas - PFL Championships: New York, New York - NYC Marathon: New York, New York - Electric Zoo: New York, New York - Lights On Festival: Concord, California - New York Giants Draft Party: North Rutherford, New Jersey - UNICEF Snowflake Gala: New York, New York - Women's Day Red Dress Awards: New York, New York - Country on the River: Prairie Du Chien, Wisconsin - WE Fest: Detroit Lakes, Minnesota Show less



imaware

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Senior Customer Operations Associate

  • Jan 2021 - Jul 2021



Front Gate Tickets

• United States
• Entertainment Providers
• 1 - 100 Employee

• Client Operations Manager

  • Jan 2020 - Jan 2021

  Responsible for managing all client relationship functions. Acting as an advisor and consultant for their clients working in tandem with all executives, departments and stakeholders to meet and exceed client expectations. Working with Client Operations Representatives, Field Operations Managers and team leadership to ensure standardization of communication and support for all clients. Front Gate’s clients include such top tier music events as Austin City Limits Music Festival, Electric Forest, Governor’s Ball, Lollapalooza, RBC Ottawa Bluesfest and the X Games, just to name a few. Daily tasks include: - Act as primary advisor and consultant for client’s ticketing and event needs, providing expertise in all aspects of the client relationship. - Build and cultivate excellent client relationships by monitoring client support service levels ensuring they are met and exceeded when possible, and ensuring clients are aware of all system help functions and other self-service tools. - Communicate product updates, new features and functionality to client base. - Conduct regular client meetings to review best practices, make recommendations and gather feedback. - Direct and implement best practices for all Front Gate Ticket product and system installations, upgrades and maintenance at client sites. - Manage problem resolution, including, but not limited to, researching complaints; troubleshooting software, hardware and event issues; resolving issues with Customer Service; and providing specific issue details to expedite problem resolution. - Conduct quality control processes to ensure the accuracy of event details in the ticketing system. Show less



Townsquare Media

• United States
• Advertising Services
• 700 & Above Employee

• Associate Producer of Live Events, Ticketing and Guest Services

  • Jul 2018 - Aug 2019

  Responsible for ensuring a successful customer experience during each and every touch point of four major music festivals (from initial info gathering to experience on-site). Festivals include Taste of Country, Headwaters Country Jam, Country Jam, and WE Fest. Ticketing Lead for WE Fest, a 3-Day music festival with camping. Supervised a staff encompassing 60 ticketing team members. Roles: Head of Guest Services and Ticketing for Headwaters Country Jam, a 3-Day music festival with camping. Oversaw on-site box offices, tollbooth staff, and operations. Skills: Experienced in Front Gate Tickets (Backstage and Admit One), Elevate Tickets, Tixr, Intellitixs Technologies, Lyte, and Zendesk. Daily tasks include: - Monitoring and responding to all guest phone, email, and social inquiries within 24 hours via Zendesk software - Developing and maintaining FAQs for each festival - Assisting in developing ticket descriptions based on guest feedback and ticket offerings - Work alongside marketing, digital, and operations teams to create appropriate, informative, consistent messaging across all channels - Recruit, train, and orient new staff members for their positions and duties. - Co-created internship program staffing 11 interns and 1 team leader. - Work with the TSLE Team and Front Gate Tickets to assist with tasks as needed and make sure that guests’ buying experiences are seamless. - Work with Festival Director and Ticketing Team to make sure elements of programs that were promised prior and during the event online are seen through on site. Show less



EPOCH

• Event Logistics Intern

  • Jan 2018 - Jul 2018

  Acted as an event logistics intern, helping to support two agency client initiatives, including a large-scale event for 33,000 attendees. Supported the following client projects: Sennheiser - Agency is responsible for North American marketing strategy and implements various brand programs - Responsible for conducting pre-event research for San Francisco Market - Managed event promotion and attendance through event management software - Acted as Brand Ambassador to communicate brand initiatives and products and engage w/ event attendees Broccoli City Festival 2018- Agency led all strategy, programming, curation, and production for a sold-out festival - Oversaw development and execution of all creative signage and wayfinding for festival grounds - Led design and asset production of 200 pieces of printed collateral - Collaborated with design manager to create consistency of brand design across festival grounds - Acted as production office manager on-site, overseeing office that supported a team of 45 people, including managing inventory support tools (radios, golf carts, meal ticket, etc) Show less



Transatlantic Entrepreneurship Academy (TEA)

• United States
• Education Administration Programs

• Event Coordinator

  • Sep 2017 - Mar 2018

  Team member of a two-week Austrian-American program with a focus on innovation-driven entrepreneurship. Role included: - Led logistics for one-week meal service to accommodate 50 students and faculty, including research with multiple restaurants and coordinating 14 vendors - As a contributing student provided insight to Academy Directors to program student curriculums Team member of a two-week Austrian-American program with a focus on innovation-driven entrepreneurship. Role included: - Led logistics for one-week meal service to accommodate 50 students and faculty, including research with multiple restaurants and coordinating 14 vendors - As a contributing student provided insight to Academy Directors to program student curriculums



Barbara Eclectic Village Vogue

• Greater New York City Area

• Retail Associate

  • Jan 2017 - Jan 2018



Townsquare Media

• United States
• Advertising Services
• 700 & Above Employee

• Live Events Intern

  • May 2017 - Aug 2017

  Live events intern for a leading production company operating large multi-day music festivals. Main responsibilities included - Assisted Associate Producer in coordinating travel accommodating 30 staff members - Assisted Associate Producer in securing payment, insurance, and permits from 45 vendors - Traveled to the site of three music festivals holding guest service and credential management roles - Primary credential controller for a four-day festival entertaining 92,000 attendees Show less