Office Manager & Marketing Coordinator at PhDecks Restorations (2022-07 – 2026-07)
- Managed day-to-day administrative and organizational functions supporting business operations.
- Coordinated multiple priorities, scheduling, correspondence, customer information, documentation, and follow-up independently.
- Supported business planning and operational needs through research, communications, coordination, and administrative project support.
Guest Relations Manager at Resorts World Las Vegas (2022-06 – 2024-06)
- Promoted to Guest Relations Manager within five months in recognition of leadership, operational expertise, and guest experience performance.
- Owned CSAT analytics for a 3,500+ key resort, evaluating Amadeus reports, Hilton data, and guest feedback to identify trends and present actionable recommendations to executive leadership.
- Developed dashboards, reports, and presentations translating guest experience data into strategic recommendations and improvement initiatives across 15+ departments.
- Redesigned and delivered Guest Relations and Forbes Luxury Service training programs while managing quality assurance and service standards.
- Led the transition from Medalia (SALT) to Qualtrics, facilitating training and developing SOPs to support successful technology and process adoption.
Operations Supervisor at Fanatics (2019-08 – 2022-06)
- Progressed through six operational leadership roles based on performance, process improvement, and team leadership.
- Supervised daily operations for teams of 10-90 associates, expanding to as many as 175 seasonal employees, while directing 5-7 team leads and 12 trainers.
- Led high-volume inbound, inventory control, fulfillment, and shipping operations while balancing staffing, productivity, service levels, and changing priorities.
- Rebuilt the TSKU department through employee retraining, clear SOPs, and increased accountability for consistency, inventory accuracy, and team performance.
- Designed an ergonomic process improvement that reduced repetitive motion and saved approximately five minutes per four-item order during HEAT PICKING cycles.
Office Manager at Ballard RV Park (2017-07 – 2019-08)
- Managed daily office operations for a 150-site campground and 8-cabin lodging operation, including online reservations, scheduling, guest communications, and administrative coordination.
- Served as a primary guest resource, providing up-to-date recreational information, resolving questions, and coordinating housekeeping and operational needs to support a positive guest experience.
Designer, Social Media Manager & Data Clerk at MTBparks.com (2017-10 – 2018-07)
- Coordinated the 2018 MTBparks Pass roll out, designing the member pass and promotional packet, gathering materials from participating parks, assembling member packets, and coordinating shipment and fulfillment.
- Managed website and member database including all relevant bike park data while maintaining social media communications.
- Supported app launch by designing interface assets and testing beta releases for bugs and inconsistencies.
Contact Center Associate/CAAT at Frontier Communications (2015-03 – 2017-02)
- Progressed from the standard customer service queue to Technical Support, developing expertise in complex customer issues and troubleshooting before becoming a peer resource following the team's dissolution.
- Selected for a Quality Assurance committee, evaluating recorded customer calls for accuracy of information, adherence to service standards, and overall customer interaction quality.
- Served as a CAAT resource for fellow associates, providing guidance on complex calls and appropriate next steps while helping reinforce accurate information and consistent customer service.
