Director Of Customer Experience & Field Operations (DC Region)

• Jan 2022 - Present

Guest Experience Manager

• Aug 2021 - Jan 2022

-Property Manager, Maintenance, Operations, Guest Experience-Manage the customer experience platform (Guesty) for the 250+ properties we oversee in DC, Virginia and New Jersey. -Leverage various technologies, including Buildium, Guesty, and our partner DACK to support guest experience. -Collaborate with other departments to support leasing, renewals, notices to vacate, maintenance issues, and more-Developed and documented workflows, processes, procedures, and rules of engagement, to manage the responsibilities of the role, which ultimately evolved into the Customer Experience training/On-Boarding packet. -Creating new roles, overseeing hiring, training and ultimately management of the guest experience and maintenance teams. Show less

Property Manager

• Sep 2020 - Jul 2021

-Managed relationships with property owners and tenants to ensure satisfaction on work orders and repairs at a fast-growing property management company with over 1,400 units in the greater Washington DC area -Communicated with clients to ensure thorough understanding of requests and provide status updates -Liaise with fifteen different contractors to ensure maintenance tasks are completed to specification -Leveraged various technologies, including Zendesk and Asana, to field and project manage up to 100 property requests per week as part of a team that receives 800+ plus per month at a 95% monthly close out rate -Collaborated with other departments to support leasing, renewals, notices to vacate, utility issues, and more -Developed and documented workflows, processes, procedures, and rules of engagement, to manage the responsibilities of the role, which ultimately evolved into the new employee onboarding handbook -Trained five new property management employees utilizing the handbook Show less

Studio Manager

• Jul 2019 - Apr 2020

- Managed operations of a prominently located urban yoga studio with 40+ instructors and 12+ sales team members, including through a studio renovation - Spearheaded the part-time sales team to exceed sales goals and customer service performance indicators - Reviewed, submitted, and justified the studio’s P&L statement to headquarters and regional management - Established processes to collect data regarding class scheduling, student participation, and member satisfaction to continually evolve and improve the studio’s class schedule - Collaborated with headquarters and regional management to implement strategic marketing initiatives - Boosted community outreach and brand awareness by securing strategic community partners Show less

Studio Manager - Glover Park Studio

• Jan 2019 - Jul 2019

- Managed operations of a major metro area yoga studio with 40+ employees- Assisted corporate teams in preparing forecasts as well as maintained the studio’s P&L statement- Led two well-attended teacher training programs, which is one of the company’s largest revenue sources- Bolstered community outreach and brand awareness by planning and executing strategic special events

Assistant Studio Manager - Dupont Circle Studio

• Jul 2018 - Dec 2018

- Managed the Studio Experience Team of 25+ employees to seamlessly operate the studio- Developed training materials and documented best practices for improved employee onboarding - Participated in corporate management meetings to execute company strategies, practices, and policies

Studio Assistant - Capital Hill

• Sep 2017 - Apr 2018

- Managed the Studio Experience Team of 20+ employees- Supported the studio manager with marketing initiatives and operating the retail space

Yoga Instructor - Greater Seattle Studios

• Mar 2017 - Apr 2018

Store Associate

• Mar 2017 - Sep 2017

Associate Manager, Consumer Engagement

• Apr 2016 - Mar 2017

- Acted as the sole associate for the Seattle office’s clientele to deliver experiential marketing activations and outsourced PR- Designed and implemented statewide activations for clients ranging from Fortune-100 Amazon to the local Delta Dental of Washington- Interacted with clients daily to understand requirements, communicate project updates, and execute plans- Managed project budgets and hired staff to support events as needed- Served as the team lead during activations to successfully execute events to the client’s specifications Show less

Consumer Engagement Intern

• Sep 2015 - Apr 2016

- Researched vendors, helped plan events, and curated post-event reporting- Assisted with client activations and supported critical work with ad hoc research