Experience

Memphis Grizzlies

• United States
• Spectator Sports
• 300 - 400 Employee

• Premium Service Coordinator

  • Oct 2023 - Present

  Memphis, Tennessee, United States • Create, foster, and maintain the Company's reputation for great service and reduce liabilities, by providing necessary training, feedback, support and guidance to the Premium Services Supervisors and Team Members. • Work closely with the leadership team to empower, lead, coach, mentor and discipline Premium Services Team Members as needed. • Assist with the assessment, interviewing and hiring selection processes for the Premium Services Department. • Work with Premium Service team to… Show more • Create, foster, and maintain the Company's reputation for great service and reduce liabilities, by providing necessary training, feedback, support and guidance to the Premium Services Supervisors and Team Members. • Work closely with the leadership team to empower, lead, coach, mentor and discipline Premium Services Team Members as needed. • Assist with the assessment, interviewing and hiring selection processes for the Premium Services Department. • Work with Premium Service team to help implement and lead pre-shift event meetings to include updates, recognize team members and deliver service expectations. • Work with Premium Service team to help supervise and resolve Premium Services issues in a timely manner, conducting guest surveys, logging all complaints, compliments, and special requests. • Assist with managing the Premium Services part-time supervisory team with a constant focus on leadership development. • Develop the accurate and timely scheduling of staff, ensuring all open position(s) are filled prior to each event. • Maintain attendance records for all Premium Services Employees using existing payroll software and other digital platforms as necessary. • Contribute to the development and implementation of the Premium Services Business Plan. • Assist with special events in accordance with the Premium Services Business Plan. • Assist clients with game/event day meetings and requests. • Assist in responding to Part time staff inquires and issues. • Work with the Premium Services Director on special projects/tasks as assigned. • Work all FedExForum events except for approved time off. Show less



Orlando Magic

• United States
• Spectator Sports
• 400 - 500 Employee

• Guest Service Manager

  • Oct 2021 - Oct 2023

  Orlando, Florida • Involved in the interview process for new Legendary Guest Service Representatives and Fan Ambassadors • Train and onboard new hired Legendary Guest Service Representatives • Conduct pre-shift staff meetings with Team Leads and Guest Service Representatives; giving an overview of event and what to expect • Ensure proper suite and lounge presentation on premium levels • Escort VIP clients and guests throughout the Amway Center; creating memorable experiences along the way •… Show more • Involved in the interview process for new Legendary Guest Service Representatives and Fan Ambassadors • Train and onboard new hired Legendary Guest Service Representatives • Conduct pre-shift staff meetings with Team Leads and Guest Service Representatives; giving an overview of event and what to expect • Ensure proper suite and lounge presentation on premium levels • Escort VIP clients and guests throughout the Amway Center; creating memorable experiences along the way • Communicate as a team with other departments like Arena Operations, Levy, Owens, and Security • Utilize platforms like Archtics, Excel and Outlook to report event statistics, submitting a Game / Event Night Report (ENR) at the end of each event • Personally assist the Client Service team with specialized Fan Experience’s like Pre-Game Warmups, Player High-Five Line, Player Anthem Buddies, Stuff the Mascot Anthem Buddy, Honorary Captain, Fan of the Game, Post-Game Press Conferences, and Post-Game Autographs • Involved with the team that won number one in Fan and Guest Experience for the 2022-2023 NBA season

• Temporary Business Operations Coordinator

  • Jan 2022 - Apr 2022

  United States • Personally assist the President of Business Operations, Chief Financial Officer, and Business Operations Manager for the Orlando Magic; managing and prioritizing their individual schedules via Outlook scheduling • Communicate in a timely manner with internal and external clients, Magic departments, and other various business professionals as related to the PBO and CFO needs • Arrange travel plans for the President of Business Operations • Complete various assignments and projects;… Show more • Personally assist the President of Business Operations, Chief Financial Officer, and Business Operations Manager for the Orlando Magic; managing and prioritizing their individual schedules via Outlook scheduling • Communicate in a timely manner with internal and external clients, Magic departments, and other various business professionals as related to the PBO and CFO needs • Arrange travel plans for the President of Business Operations • Complete various assignments and projects; some of which related to Covid-19 policies and procedures for VIP guests. • Utilizing platforms on a daily basis like Outlook, Excel, Word, Microsoft Teams, Zoom, RingCentral, etc.



The Cheesecake Factory

• United States
• Restaurants
• 700 & Above Employee

• Food and Beverage Server / Designated Trainer

  • May 2021 - Oct 2023

  Orlando, Florida, United States • Onboard and train new hired food and beverage servers • Listen to guests’ individual needs, giving recommendations based on their desires • Guide and educate guests through the many food and beverage options • Create unique and fun memorable guest experiences whenever possible • Assist all team members, ensuring a smooth and enjoyable dinning experience



Orlando Magic

• United States
• Spectator Sports
• 400 - 500 Employee

• Guest Service Team Lead

  • Jan 2020 - Oct 2021

  Orlando, Florida

• Guest Service Representative

  • Sep 2018 - Jan 2020

  Orlando, Florida



Outback Steakhouse

• Restaurants
• 700 & Above Employee

• Food and Beverage Server

  • Jun 2020 - Apr 2021

  Kissimmee, Florida, United States • Implement various selling techniques to enhance revenue and sales • Provide excellent guest service with an emphasis on quality, efficiency, and safety • Front of House Employee of the Month for July 2020



National Basketball Association (NBA)

• United States
• Spectator Sports
• 700 & Above Employee

• Kinexon Gameday Operations Team

  • Aug 2020 - Oct 2020

  Orlando, Florida, United States • Assist the NBA and the Kinexon SafeZone team promoting social distancing and contact tracing during the 2019-2020 NBA Playoffs and Finals • Oversee SafeTag distribution stations (readout stations, scanners, iPads, etc.) • Ensure compliance, helping with troubleshooting issues (scanning, connectivity, etc.) • Educate users on the function of the devices and the purpose of the technology • Charge/record data from returned devices; ensuring all users return devices before departure



Flippers Pizzeria

• United States
• Restaurants
• 1 - 100 Employee

• Food and Beverage Server

  • Jan 2017 - Jun 2020

  Orlando, Florida Area -Trained various customer service skills to new hired servers -Aided kitchen to prep appetizers and entrees



Chili's

• United States
• Restaurants
• 100 - 200 Employee

• Trainer | Take-Out Specialist

  • Apr 2014 - May 2016

  Orlando, Florida Area -Trained new hires for the 'Take-Out Specialist' roll -Collaborated with management to develop new training techniques -Maintained proper cash handling procedures managing funds of 500+ -Provided excellent customer service over the phone and in person to all guests



The Walt Disney Company

• United States
• Entertainment Providers
• 700 & Above Employee

• Inventory and Shipment Cast Member

  • Sep 2013 - Apr 2014

  Florida Mall -Managed inventory throughout store -Ensured all products were in proper selling condition



Texas Roadhouse

• United States
• Restaurants
• 700 & Above Employee

• Food Runner

  • Jul 2012 - Jun 2013

  Findlay, Ohio, United States -Ensured proper food and beverage presentation -Assisted servers with tables and any food and beverage needs -Communicated with Management, Expo, and Kitchen staff to ensure low ticket times



Peterman Associates, Inc

• Office- Field Technician

  • Mar 2010 - Jun 2013

  Findlay, Ohio, United States -Provided construction photos and maintained files for marketing purposes -Responsible for company bank deposits -Maintained a 15+ truck fleet, scheduling vehicle repairs -Managed a 5+ line phone system; transferring calls and taking messages for office staff