Customer Care Optimization Manager

• Jul 2020 - Present

International, Fraud, & Payments Customer Experience Associate

• Mar 2020 - Jul 2020

International Customer Experience Specialist

• Oct 2019 - Mar 2020

• Work cross-functionally with our international shipping and returns partners at DHL, 360Zebra, and ZigZag with a goal of improving the international customer experience.• Create, implement, and maintain internal resources to aid the CX team’s interactions with international customers. • Focus on ways to streamline international processes and align the domestic and international customer experiences.

Fraud & Payments Customer Experience Specialist

• May 2019 - Sep 2019

• Proactively reviewed and monitored incoming e-commerce orders in an effort to mitigate the occurrence of chargebacks. • Maintained customer trust and safety through attentive care during communication of payment issues. • Ensured proper processing of more than two hundred manual payments and refunds per month and identified trends in manual transactions through monthly reporting. • Worked collaboratively with Fraud & Payment CX Associate to brainstorm new and update existing fraud prevention strategies. Show less

Customer Experience Agent

• Oct 2018 - May 2019

• Encouraged brand loyalty by providing a tailored and engaging experience to customers via Zendesk. • Provided detail-oriented care to customer inquiries relating to product, processes, shipping, and website functionality. • Effectively self-managed and prioritized role responsibilities while working remotely.

Guest Services Manager

• Mar 2017 - Apr 2018

NRG Park is a one-of-a-kind premier sports, convention, and entertainment complex in Houston, Texas. NRG Park features four unique and versatile venues: the 72,220 seat NRG Stadium which is home to the NFL's Houston Texans and Houston Livestock Show & Rodeo; NRG Center which offers 1.4 million sq. ft. of exhibit space; 8,000 seat NRG Arena; and the historic Astrodome. • Oversaw the daily operations of the Guest Services department which includes receptionists, lost and found, stadium tours, event day staffing, guest inquiries, and accessibility services. • Fielded all guest service inquiries via phone and email. • Hired, trained, scheduled, and oversaw 55 full- and part-time guest services and receptionist staff. Show less

Event Coordinator

• Oct 2016 - Mar 2017

NRG Park is a one-of-a-kind premier sports, convention, and entertainment complex in Houston, Texas. NRG Park features four unique and versatile venues: the 72,220 seat NRG Stadium which is home to the NFL's Houston Texans and Houston Livestock Show & Rodeo; NRG Center which offers 1.4 million sq. ft. of exhibit space; 8,000 seat NRG Arena; and the historic Astrodome. • Managed approximately four events per month which included trade shows, consumer events, conferences, concerts, family shows, and sporting events. • Oversaw event preparations from initial event cost estimates, event staffing, and working with internal and external contractors to event day operations and post-event wrap-up and financial settlement.• Served as co-lead for Game Day Fan Plaza and the New England Patriots' post game celebration during Super Bowl LI. Show less

Senior Event Manager at the Alamodome

• Aug 2015 - Aug 2016

The 65,000 seat Alamodome is home to the Valero Alamo Bowl and UTSA Roadrunners football and was home to the San Antonio Spurs from 1993 to 2002. Owned and operated by the City of San Antonio, the Alamodome hosts a variety of sports, convention, and entertainment events. • Managed 25 large scale sporting and special events per year with attendances ranging from 2,000 - 65,000 in all elements of guest services and event production. • Supervised 125 front of house guest service staff to ensure guest service and security are being met while also working to meet the financial needs of the event. • Acted as liaison between the City of San Antonio and contracted clients, vendors, and staffing partners from event conception to completion. • Coordinated externally contracted equipment and labor including rigging, A/V equipment, heavy equipment, gasses, and decor to ensure timely delivery and removal and safe set up. • Understood and ensured compliance with safety standards such as fire code, capacity, and security measures. Events Managed: • Valero Alamo Bowl • Texas Democratic Party State Convention • UTSA Roadrunners Football • UIL Marching Band & Basketball State Championships • Stadium concerts such as Luke Bryan and Motley Crue Show less

Sports Guest Service Manager & Duty Manager at the ESPN Wide World of Sports Complex

• Jan 2014 - Jul 2015

A combination of ESPN innovation and Walt Disney guest service, The ESPN Wide World of Sports Complex hosts more than 60 sports across ten venues at the Walt Disney World Resort. The complex is home to Champions Stadium, home of the Atlanta Braves Spring Training; two indoor multipurpose venues; the New Balance Track & Field Complex; tennis complex; and twenty-eight outdoor multi-purpose sports fields. • Operated on a six-member team responsible for coordinating and directing the union cast members needed to operate up to seven simultaneous events in roles ranging from ticket seller, usher, registration attendant, parking host, and supervisor. • Provided general management and oversight in guest services, safety, and employee concerns as one of the youngest statused Duty Managers on property.• Served as alternate venue manager for the 2014 ESPN Event's Orlando Classic (currently Advocare Invitational) NCAA Division I Basketball Tournament, runDisney race expos, and Orlando City Soccer games. • Responsible for collecting team feedback on each event and creating three detailed weekly event recaps used in forecasting for the guest operations department.Events:• Atlanta Braves Spring Training• runDisney Races• Advocare Invitational DI College Basketball Tournament• Orlando City Soccer (USL)• Varsity Cheerleading• Pop Warner Super Bowl• Numerous AAU and USSSA tournaments Show less

Disney College Program Campus Representative

• Jan 2011 - Dec 2013

The Disney College Program offers students the unique ability to become part of the magic that is known worldwide. Participants gain on-the-job experience in Walt Disney World Parks and Resorts, while meeting people from all over the world, taking part in career development classes, and building transferable skills such as problem-solving, teamwork, guest service and effective communication. • Employed a variety of marketing tactics, such as personal testimony, social media, email, and signage, to communicate information about the Disney College Program and subsequent recruiting sessions to the 55,000 person student body of the University of Florida. • Led the team in creating a detailed marketing plan that set forth our goals and the strategies and techniques used to meet them for each recruiting season. • Held the role of Team Lead during my senior year in 2012 Show less

Disney College Program Merchandise Cast Member

• Sep 2010 - Jan 2011

The Disney College Program offers students the unique ability to become part of the magic that is known worldwide. Participants gain on-the-job experience in Walt Disney World Parks and Resorts, while meeting people from all over the world, taking part in career development classes, and building transferable skills such as problem-solving, teamwork, guest service and effective communication. • Delivered exceptional service to a diverse guest population at seven indoor and outdoor locations through out the Epcot theme park. • Maintained an accurate and secure cash drawer at cash wrap and outdoor cash belt locations. • Provided immediate good or service recovery. • Multi-tasked between greeting, cash wrap, sales support, photographer, and photo editor positions. Show less

Event Services Assistant - Orlando Venues

• Sep 2013 - Jul 2015

Orlando Venues comprises the City of Orlando's sport and cultural facilities. The Amway Center is the home of the Orlando Magic and the Orlando Solar Bears and hosts a number of concerts, banquets, and community events. The recently renovated Camping World Stadium, is home to numerous College Football Bowl Games and concerts. • Managed event day operations for events at the Amway Center including Orlando Magic, Orlando Solar Bears, and Orlando Predators games as well as concerts and special events. • Communicated event needs to building departments through the use of work orders and AutoCAD maps. • Led my team in an overhaul of our work order format based on feedback gathered from our partners. • Managed 20+ hospitality events yearly from the initial client contact and booking through planning client needs and overseeing event day proceedings. • Led groups of professionals, tourists, and students on building tours tailored to each group’s specific interests. Events: • Orlando Magic (NBA) • Orlando Solar Bears (ECHL) • Buffalo Wild Wings Citrus Bowl • Camping World Bowl • Microsoft's MGX • Warped Tour & Electric Daisy Carnival • 20+ Concerts including The Rolling Stones Zip Code Tour, Billy Joel, and Justin Timberlake 20/20 Experience. Show less

Parks, Recreation & Cultural Affairs Event Coordination Intern

• Jun 2012 - May 2013

The Parks, Recreation and Cultural Affairs Department manages over 3,200 acres of parkland with numerous cultural, recreational, and natural areas and facilities. • Assisted in coordinating nationally recognized events for the City of Gainesville including the Downtown Festival and Art Show and Hoggetown Medieval Faire. • Processed revenues, assembled sponsorship and media packages, assigned vendor booth locations, and processed vendor applications. • Served as liaison to 50 artists during the Downtown Festival and 25 vendors during the Medieval Faire which led me to grow my skills in crisis management, crowd control, and human resources. Show less

Multiple Roles at the Stephen C. O'Connell Center

• Jul 2011 - May 2013

Located on the University of Florida campus, Exactech Arena at the Stephen C. O'Connell Center is home to the University's collegiate basketball, gymnastics, swimming and diving, indoor track, and volleyball teams. The 11,133 seat area also hosts numerous concerts, career fairs, graduation ceremonies, political rallies, and private events. Workforce Director; February 2013 - May 2013 • Promoted by my peers to Workforce Director to act as a liaison between the 20+ Workforce Supervisors and the administrative staff, and security, technical, and floor divisions. • Created staffing requirements for all usher and changeover crews (15+ monthly) • Nominated employees and supervisors for monthly and quarterly employees awards and distinctions. • Worked to further the development of the Supervisor in Training (SIT) program by streamlining training guidelines and creating detailed training documentation. Workforce Supervisor; January 2012 - February 2013 • Managed crews of up to 40 student staff members for NCAA Division I sporting and special events on usher, ticket taker, and changeover crews. • Interviewed O'Connell Center Student Assistant applicants. • Identified potential in, promoted, and trained new supervisor candidates. • Worked closely with the arena's Craft Festival coordinator to scout potential vendors, process vendor applications, and re-design the festival's marketing materials. • 2012 Video Production Lead for Gator Growl, the University's homecoming pep rally. Student Assistant; July 2011 - January 2012 • Participated in usher, changeover, security and technical crews in a fast-paced, multipurpose complex. • Training included Tech 101 Informational Class, Small PA Class, and Bomb Sweep Class. Show less