General Manager

• Jul 2023 - Present

Customer Success Manager

• Nov 2022 - Mar 2023

Corporate staff reduction March 2023. Responsible for building and maintaining relationships with an assigned set of clients to deliver consistently exceptional service. • Coordinate with the service manager and consultants to identify opportunities to quickly and efficiently propose to clients. • Manage relationships with the assigned clients, including performing regular client reviews and resolving escalated service, billing, and contract questions and issues. • Consult and advise clients on best practices and strategies for IT systems and business planning utilizing WorkSmart’s ITSM best practices. • Develop, quote, and present solutions to clients for large, complex projects and service plan opportunities. Show less

Freelance

• May 2021 - Oct 2022

On-demand professional services and consulting for entrepreneurs, start-ups, small to mid-size businesses, and non-profits. •Edited and formatted legal briefs for national public relations professional for use in federal case. •Launched a vendor credentialing program for large regional property management company. -Drafted communications for program launch for both internal and external stakeholders. -Collaborated with administrators of the chosen SaaS credentialing program on timeline, launch, onboarding, and follow-up. -Trained property management staff on the use and best practices of credentialing platform. •Developed and executed social media content calendar for 10 multi-family properties. •Designed marketing materials, including content for 10 multi-family properties increasing resident and prospect follow-up engagement. •Conceptualized company brief/resume for a boutique property management company to be used for investors and potential clients. Show less

Property Manager - Q21 Apartments (interim position)

• Jan 2020 - Dec 2020

•Exceeded occupancy, renewal, and revenue objectives by delivering exceptional customer service and support, managing team resources and budget controls. •Managed $1.7m annual budget as well as negotiation of bids for external projects and events. •Optimized property occupancy, often exceeding quotas by up to 2.5%. Managed resident renewal rates at a 75% average (industry standard 55%). •Deescalated difficult situations with residents by listening, empathizing, and following through. •Implemented the use of Slack, which improved team communication, efficiencies, and procedure controls, reducing errors and oversights and resulting in an increase in resident satisfaction score from 4.5 to 4.9 out of 5. •Implemented Notion workspace solution to aggregate policies and procedures, providing the company and its employees realtime access to resources through computer and mobile devices, increasing efficiency and reducing errors. Show less

Director of Training & Customer Success Manager

• May 2015 - Jan 2020

CUSTOMER SUCCESS•Developed and managed scalable onboarding and implementation of SaaS-based transportation platform for college and university sports programs.•Launched proactive customer communications process for renewal, expansion, and upsell opportunities. •Exceeded net new and renewal revenue targets by 15% by expanding college and university participation in specialized bus transportation opportunities beyond sports programs.TRANSPORTATION MANAGEMENT PLATFORM•Managed the ongoing development of the company's transportation management platform. Monitored and managed ongoing platform testing and bug detection.•Enriched client relationships to gather user feedback, and made recommendations to improve user experience. Developed platform feature documentation.•Refined onboarding processes and procedures through online documentation and video training tutorials.TRAINING•Developed internal and external training programs for company platform delivered via Thinkific learning management system.•Created the company's first-ever streamlined training processes and procedures, including developing all content for materials for training manuals and videos for collegiate travel.•Recruited, trained, and managed staff of travel coordinators for NCAA collegiate championships and large-scale events, including the 2016 U.S. Papal visit, Together 2017, and 2017 presidential inauguration.OPERATIONS•Developed scalable processes and systems to manage event travel and large-scale events using in-house technologies, and adapted online software applications to meet internal needs.•Contributed to the management of the critical NCAA partnership, including supporting championship logistics and relationship management. Show less

Travel Coordinator

• Jan 2014 - May 2015

•Managed travel logistics for NCAA championship teams for D1, D2, and D3 fall, winter, and spring championships seasons, including March Madness.•Directly worked with team coaches, athletic directors, and bus operators to ensure all ground transportation logistics were secured for seamless travel.•Provided exceptional service resulting in high-scoring customer surveys and satisfaction.

Co-Founder

• May 2009 - Jul 2016

Directed the marketing, public relations, administration, budgeting, and event management for annual citywide head-shaving event, raising awareness and funds for the Children’s Hospital at Erlanger’s oncology department. Efforts led to a community movement that elevated awareness of the plight of pediatric cancer patients, and raised nearly $200,000 in donations. •Secured author Jordan Sonnenblick to attend the event that he inspired through his book Drums Girls & Dangerous Pie to attend the 2015 event as both guest and shavee. •Secured sponsors including: •Texas Roadhouse •Chattanooga Roller Girls •Chattanooga Market •Fantastic Sam's •Fox Chattanooga •ProSound Chattanooga •Kona Ice •Pure Soda Works •Signal Mountain Cookie Lady •Mayfly Coffee Company •Secured and participated in media coverage for commercials, local show appearances, and radio interviews: •Fox Chattanooga •WRCB TV • WUTC Radio •Around the Region •Brewer Media Group •Managed all event logistics and day of set-up and take down. •Created content and managed social media channels including, YouTube, Facebook, and Flickr. •Planned post-party festivities for shavees and their families by securing donated venues, food, and beverage. •Recruited both event and shavee volunteers to meet fundraising goals. Show less

Blue Skies Business Solutions

• Sep 2009 - Jan 2015

• Created websites for local restaurants, artisans, and coffee shops. • Created marketing and social media campaign for local coffee shop including, menus, event flyers, and posters. • Planned special events for local restaurant and coffee shop. • Developed logo and marketing pieces for a non-profit that served pet owners unable to provide food for pets. • Booked various businesses on local programming shows. • Created websites for local restaurants, artisans, and coffee shops. • Created marketing and social media campaign for local coffee shop including, menus, event flyers, and posters. • Planned special events for local restaurant and coffee shop. • Developed logo and marketing pieces for a non-profit that served pet owners unable to provide food for pets. • Booked various businesses on local programming shows.

Event Manager

• 2010 - 2013

Managed the marketing, public relations, administration, vendor management, logistics, and budgeting for one of Southeast Tennessee’s longest-running craft festivals and fundraisers. • Managed and executed marketing initiatives to build awareness and increase attendance to meet fundraising goals. • Drove incremental revenue increases and expense controls through strong vendor recruitment, improved attendee satisfaction and process automation. • Secured, planned, and participated in all radio and television promotions with local network affiliates and broadcasters. Show less

Executive Assistant

• Aug 1997 - Jan 1999

Provided administrative support to Executive Vice President of Corporate Services. Responsibilities included relocation coordination, travel arrangements, meeting planning, and executive presentations. Provided administrative support to Executive Vice President of Corporate Services. Responsibilities included relocation coordination, travel arrangements, meeting planning, and executive presentations.

Executive Administrative Assistant

• Sep 1994 - Jul 1997

Provided support to Executive Vice President and CFO. Designed highly effective management system to ensure efficient administration of complex executive schedule. Managed CFO's dynamic calendar by screening, mediating and setting internal and external priorities. Managed administrative support staff. Provided support to Executive Vice President and CFO. Designed highly effective management system to ensure efficient administration of complex executive schedule. Managed CFO's dynamic calendar by screening, mediating and setting internal and external priorities. Managed administrative support staff.