Solutions Consultant

• Aug 2021 - Present

Client Success Associate

• Jul 2019 - Aug 2021

Operations Team Manager

• Jan 2018 - Jun 2019

Managed 2 teams of 12 across 4 international offices to ensure top quality customer service to UHNW clientele.Ensured member satisfaction issues are solved quickly and minimized any damage to the account.Increased customers both covered by the service and actively engaged; increased average monthly request volume from 1300 to 2400 and account utilization of 80%+ in the first 12 months.Optimized headcount and scheduling to drive efficiency maintaining contractual SLAs successfully for 15 months.Analyzed data and ran reports from Tableau daily to identify areas of improvement and trends. Show less

Lifestyle Manager

• Jun 2016 - Jan 2018

Provided high quality customer service for travel, dining and entertainment requests as a concierge agent of UHNW clients.Networked and Maintained supplier contacts inside and out of business hours to further the scope of my service ability and negotiate benefits for members.Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.Assisted in the testing of internal platform improvements and localized tech support for Miami.Reported team metrics bi weekly to ensure all LMs are in good status with each target.Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills. Show less

Event Design Team Lead

• Mar 2015 - Apr 2016

Supervised and led teams ranging from 4-22 people in the execution of 120+ event setups and breakdowns, ranging from small private weddings to 12-day celebrations. Responsible for Event Day On-site Troubleshooting, Problem solving and Client communication in order to maintain fluidity and efficiency. Supported, developed and maintained relationships with clientele generating continuous business through the peak season. Served as Interim Warehouse Manager supervising 8 full-time warehouse workers and 10 part-time student workers. In charge of inventory management, coordinating incoming and outgoing stock, deliveries and logistics. Show less

Production Assistant

• Aug 2012 - Feb 2015

Managed a team of 5 employees in the event development and implementation process. Served as the event supervisor for collegiate programs, collaborating with corporate business executives in live and recorded presentations to the student body. Responsible for more than $20,000 JWU budget savings after a reorganizing of event staff procedure and duties. Managed a team of 5 employees in the event development and implementation process. Served as the event supervisor for collegiate programs, collaborating with corporate business executives in live and recorded presentations to the student body. Responsible for more than $20,000 JWU budget savings after a reorganizing of event staff procedure and duties.

Travel & Tourism Marketing Intern

• Mar 2013 - Apr 2013

Cross trained with the G Adventures Marketing, Sales and Advertisement branches on co-operating projects and events. Planned and Coordinated the MV Freedom Bus Route for the attendance of Tradeshows. Assisted in development of a local Planeterra Guerilla Marketing Campaign celebrating earth day called G Project. Analyzed and compiled over 1500 data files for marketing email blasts. Coordinated a 10-day familiarization trip to Beijing and Xi'an with 23 travelers. Directed the group through 6 flights, 2 hotels, and 9 tourist attractions including the Great Wall, the Forbidden City, and the Terracotta Warriors. Show less

Tourism Intern

• Feb 2013 - Mar 2013

Assisted the president of the BVTC in a revitalization effort of the Blackstone River Valley. Coordinated projects and events such as RI Music Hall of Fame Exhibit and River Island Campground with the final objective being fundraising for the nonprofit tourism council and creating exposure. Researched and contacted the local business to provide materials and services while remaining inside a budget for each project. Assisted in the promotional advertising for the induction ceremony of the RI Music Hall Of Fame. Funds raised totaled nearly $15,000, allowing for more events and programs to further clean and revitalize the Blackstone Valley. Show less