Director of Client Experience

• Dec 2022 - Present

Leading professionals, dynamic leaders, and teams to discover and monetize their unique brilliance so they can build wealth in all areas of their lives. We operate from the core belief that individuals and businesses can create massive wealth, healthier and happier human connections, and deepen their positive impact by transforming “Yeah, but” challenges into “Yes, And” solutions. Leading professionals, dynamic leaders, and teams to discover and monetize their unique brilliance so they can build wealth in all areas of their lives. We operate from the core belief that individuals and businesses can create massive wealth, healthier and happier human connections, and deepen their positive impact by transforming “Yeah, but” challenges into “Yes, And” solutions.

Improv Instructor

• Oct 2022 - Present

Performing in Albuquerque's longest running comedy show: The Show on Fridays and Saturdays at 9pm. Managing the corporate events locally here in ABQ; team building, communication skills, morale building, special event entertainment, and more! Performing in Albuquerque's longest running comedy show: The Show on Fridays and Saturdays at 9pm. Managing the corporate events locally here in ABQ; team building, communication skills, morale building, special event entertainment, and more!

Recruiter and Training Specialist

• May 2022 - Jul 2023

Lead Customer Experience Expert

• Sep 2020 - May 2022

• Build and update SOPs for entire Customer Experience Department • Facilitate virtual training of new staff in 2 week increments on processes such as placing orders, creating and updating customer accounts, growing our team 70% in two months • Owns relationship between customer support and marketing dept for donations, influencers, and PR • Owns relationship between customer support and global app development team to aid in troubleshooting of machine connectivity and functionality with the app; resolving 20 issues per week • Provide internal communication consistency for updated policies and procedures in the department • Collaborate with the Team Leads on building community building activities, morale boosting incentives, and delivering continuing education points to the department in creative and diverse ways Show less

Head of Staffing Management Department

• Apr 2013 - Oct 2021

Built the infrastructure, systems and training to audition, onboard, train, and hire thousands of pub quiz hosts all over the continent. Auditioned and trained hosts remotely and locally to run a 2 hour quiz event using standardized content, AV equipment. • Directly supervised all internal staffing department roles including Staffing Managers, Recruiters, and Coordinators, with a larger oversight of 1,500+ staff • Built and implemented 4-hour virtual training to train 15 hosts in 1 month for virtual events in response to pandemic need to build a new revenue stream in 2020 generating around 200k in new revenue • Trained staff and owned maintaining calendars for monthly one-on-ones, check-ins, and meetings with internal staff to provide support and guidance • Created and monitored remediation and action plans for staff improvement which resulted in 75% retention and 25% managed out of the role • Owned HR sensitive issues for the Staffing Department • Wrote and distributed FAQs and SOPs via company dashboard for 1000+ ensuring consistency and continuity of branding • Curated company-wide monthly newsletters based on changed policy, company needs, and community building events Show less

Customer Service Rep

• Oct 2012 - Mar 2013

Resolve ~100 customer inquiries and requests via e-mail daily Manipulate Zendesk, Salesforce programs, and Groupon’s administrative website view Collaborate with 16 team members to find customer resolutions Resolve ~100 customer inquiries and requests via e-mail daily Manipulate Zendesk, Salesforce programs, and Groupon’s administrative website view Collaborate with 16 team members to find customer resolutions

Office Mangager

• Mar 2012 - Sep 2012

• Managed accounts receivable for property rent and accounts payable for bills in QuickBooks • Prepared late fees, notices, invoices for renters • Answered phones, sorted mail, filed and archived all business files • Managed calendar for business owners, hospitality companies, and property management company • Managed accounts receivable for property rent and accounts payable for bills in QuickBooks • Prepared late fees, notices, invoices for renters • Answered phones, sorted mail, filed and archived all business files • Managed calendar for business owners, hospitality companies, and property management company

Administrative Assistant

• May 2010 - Aug 2011

• Researched other theatre companies for marketing and future program planning • Prepared materials for summer camps including personalized t-shirts, registration info, DVD ordering, casting and rehearsal schedules and information • Proofread and edit documents prior to being sent to future campers/students • Designed and decorated information boards for the 4 different camps on campus during the summer sessions • Organized the yearly calendar for 7 theatre groups working in 5 theatre spaces Show less

Administrator

• Oct 2009 - Jun 2011

• Organized book and school supply orders for three schools; over $250,000 in grant procurement • Direct contact to salespeople, distributers and vendors • Invoiced and purchased books and school supplies from companies nationwide • Acted as liaison between Director of Purchasing and supply companies • Tracked, updated, and submitted proof of funding to Denver Public Schools through Excel • Ran front desk for Office Manager on sick days, special events, etc. • Wrote grant proposals for new and renewed charter grants. Show less