Senior Customer Success Associate

• Nov 2022 - Present

- First point of contact for over 70 hotel clients responsible for onboarding, managing, and expanding key accounts across two marketing tech platforms. - Field client enquiries and communicate with relevant internal business function to provide meaningful and helpful solutions. - Work directly with the Director of Customer Success to identify key accounts and strategize upsell opportunities. - Derive insights from primary performance data to provide clients with actionable and… Show more - First point of contact for over 70 hotel clients responsible for onboarding, managing, and expanding key accounts across two marketing tech platforms. - Field client enquiries and communicate with relevant internal business function to provide meaningful and helpful solutions. - Work directly with the Director of Customer Success to identify key accounts and strategize upsell opportunities. - Derive insights from primary performance data to provide clients with actionable and strategic initiatives in their email and social media marketing plan. - Arrange and lead monthly with key stakeholders on client teams to review partnership progress and communicate platform updates. - Collect client feedback and circulate through internal channels to improve business processes and company tech platform capabilities.

Customer Success Associate

• Aug 2021 - Nov 2022

- Facilitated hundreds of creator collaborations with hotel partners weekly between a creator network of 10,000+ users and a hotel network of over 200 hotels. - Resolved outstanding multiple technical problems preventing creator collaborations and ultimately impacting revenue. - Managed and maintained relationships with over 60 hotel accounts across two platforms utilized to facilitate and report on ROI for creator content. - Responsibilities spanning across client relationships… Show more - Facilitated hundreds of creator collaborations with hotel partners weekly between a creator network of 10,000+ users and a hotel network of over 200 hotels. - Resolved outstanding multiple technical problems preventing creator collaborations and ultimately impacting revenue. - Managed and maintained relationships with over 60 hotel accounts across two platforms utilized to facilitate and report on ROI for creator content. - Responsibilities spanning across client relationships, operations, accounting, and creator support.

Hut Crew Member

• May 2021 - Aug 2021

- Executed creative solutions to bring excellent care to 95 overnight guests and 100s of day guests in extreme weather. - Assumed responsibility as first line of contact and response for search-and-rescue efforts in remote wilderness trails. - Carried up to 85lbs of food for guests over 4.5 miles to remote mountain hut locations to ensure guest comfort and enjoyment. - Executed creative solutions to bring excellent care to 95 overnight guests and 100s of day guests in extreme weather. - Assumed responsibility as first line of contact and response for search-and-rescue efforts in remote wilderness trails. - Carried up to 85lbs of food for guests over 4.5 miles to remote mountain hut locations to ensure guest comfort and enjoyment.

Hospitality Marketing Intern

• Aug 2020 - Mar 2021

• Analyzed market competition and performance for a property to capitalize strengths and pockets in the market. • Collaborated to plan unique guest experiences for a company-wide marketing campaign targeted at increased booking rates and off-season business. • Maintained integrated marketing communications for 10 properties across multiple platforms such as Facebook, Twitter, Email, and Instagram by communicating a specific voice and message. • Enhanced perceived value of properties… Show more • Analyzed market competition and performance for a property to capitalize strengths and pockets in the market. • Collaborated to plan unique guest experiences for a company-wide marketing campaign targeted at increased booking rates and off-season business. • Maintained integrated marketing communications for 10 properties across multiple platforms such as Facebook, Twitter, Email, and Instagram by communicating a specific voice and message. • Enhanced perceived value of properties through targeted marketing to generate new customers.

Corporate Food and Beverage Intern

• Jun 2020 - Aug 2020

• Audited property performance and created standard operating procedures to provide standardization of operations across portfolio • Recommended changes to streamline operations and improve service resulting in a decrease in wait time and 5% increase in positive reviews • Created automated tools to calculate food costs and recommend prices across company portfolio

Student Supervisor, Taverna Banfi

• Nov 2019 - Jan 2021

• Exercised creative service recovery initiatives during operation to maintain guest satisfaction • Provided leadership and assistance throughout dinner shifts to ensure exemplary guest experience • Trained and developed new student employees, a staff of 50, in various positions in the operation

Server

• Sep 2018 - Jan 2021

Rooms Division Intern

• Jun 2019 - Aug 2019

• Explored a different side of hospitality to gain a greater understanding for the industry and operations • Collaborated with management to improve service and operational excellence • Explored a different side of hospitality to gain a greater understanding for the industry and operations • Collaborated with management to improve service and operational excellence

Server

• May 2015 - Aug 2018

Line Cook

• May 2014 - Aug 2018