Manager, Partner Care

• Jan 2022 - Present

Lead - Interface Support

• Nov 2018 - Feb 2022

Comprehensive understanding of the overall business and ability to ensure a high level of support. Generate, manage, and organize JIRA tickets. Work collectively with Systems Analyst to prioritize JIRA tickets in an agile environment. Actively train teammates to improve their skillset. Comprehensive understanding of the overall business and ability to ensure a high level of support. Generate, manage, and organize JIRA tickets. Work collectively with Systems Analyst to prioritize JIRA tickets in an agile environment. Actively train teammates to improve their skillset.

Lead Supervisor

• Apr 2018 - Nov 2018

• Responsible for leading and engaging a support team consisting of remote and in-house specialists. • Created all support reporting and dashboards in Salesforce and InContact to track target metrics for emerging business. • Track performance metrics to ensure overall quality of customer service. • Implemented a product save system to mitigate massive product return issues experienced prior to acquisition. • Implemented several incentive programs to improve customer retention, save/sell memberships, decrease product returns/refunds, and increase overall sales. • Forge and maintain cross-functional relationships with several departments to facilitate clarity of goals and business direction. Show less

Member Care Team Lead Supervisor

• Oct 2015 - Apr 2018

• Assisted in hiring and training a large group of Golfer Care Specialists, focusing on delivering the best customer service on the planet and creating a profit center. • Handled all technology escalations and worked with all vendors and GolfNow personnel to resolve issues • Implemented a highly successful Actions Coaching program and mentoring program for specialists resulting in movement through our opportunity prism and onto next roles. • Championed information exchange with upper management and the specialists to maintain the flow of new information. • Implemented key coaching opportunities by tracking KPIs via dashboards used to monitor team progress. Show less

Senior Assistant Golf Professional

• Aug 2013 - Sep 2015

Responsible for daily operations including closing and opening, managing tee sheet, assisting with inventory, generating schedule for Outside Staff, running membership and referral program, and writing and delivering performance reviews. Also responsible for several policy and procedure changes that have helped improve the overall operation.

Assistant Golf Professional

• Dec 2011 - Jul 2013

Manage the tee sheet, assist with inventory, make dreams come true...

Bartender

• Jun 2006 - Dec 2011

Outside Operations/Golf Shop Attendant

• Sep 2010 - Nov 2011