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Client experience professional with experience in account support, customer retention, and relationship management across hospitality, retail, and merchant-facing roles. Background includes serving as a primary point of contact, resolving client concerns, coordinating cross-functional support, and using data and CRM tools to track pipelines, conversion, and service outcomes. Known for building trust with clients and colleagues while improving satisfaction, retention, and operational efficiency.
Deliver best-in-class, brand-specific support to Uber Eats' most exclusive merchants, consistently earning direct recognition for outstanding merchant satisfaction survey results., Use data analytics education and internship experience to diagnose and resolve complex multi-location enterprise account issues, prioritizing long-term solutions over symptom-level fixes., Build strong, trust-based relationships with merchants and colleagues through empathy, transparency, and follow-through., Proactively advocate for merchant success, often working beyond typical role expectations to ensure merchant needs and concerns are thoroughly understood, addressed, and resolved., Serve as an unofficial primary point of contact for the Far West Restaurants franchise group, providing comprehensive and tailored support across their portfolio of 165+ Wingstop locations.
Supported outside sales development through cold calling to small and medium-sized businesses., Used CRM tools like Salesforce and Salesloft to monitor opportunity pipelines, evaluate lead eligibility, and manage sales tasks efficiently., Adapted quickly to navigate gatekeepers and reach decision makers to schedule follow-up appointments. Averaged 29.1 touch points per meeting booked compared to the team average of 131., Achieved an average call duration 50% longer than the team by applying speech disruption and conversation pivoting techniques to reduce hang-ups., Secured a first solo sale within the first two weeks, demonstrating strong sales skills and quick adaptation to the role.
Served as the primary point of contact for customer-related processes and coordinated cross-departmental efforts to standardize and elevate guest experiences., Standardized processes for new client acquisition and customer retention, increasing walk-in tour conversion rates by 15-20% month over month., Tracked and analyzed metrics to meet KPI targets, including new client conversion rates, inbound call volume and answer rates, promotion-code usage and efficacy, new paying guests, and lapsed-client win-back rates., Increased Google Review rating from 4.1 to 4.5 with 70+ new reviews and a 4.9 star average., Addressed and resolved negative experience inquiries, resulting in an 18% decrease in refunds issued to rectify negative feedback while increasing overall satisfaction.
Led operational efforts supporting growth and profitability goals of a $1.9M annual revenue luxury dog daycare and boarding facility serving over 20,000 reservations annually., Reduced Cost of Sales as a Percent of Revenue from 3.1% to 1.5% PYO., Increased average revenue per daycare reservation and boarding night by 20% and 4%, respectively, in the first month compared to the previous year., Rolled out initiatives to improve safety and operational efficiency, reducing incidents and injuries by more than half within 2 months of implementation.
Coordinated the tasks and breaks of 6-10 employees daily to complete operational work., Spearheaded a training initiative for play group handlers focused on positive redirection techniques, body-language recognition, and a new behavior documentation system., Reduced playgroup altercations by half and increased handlers' confidence in managing a pack of 15+ dogs., Completed regular health and safety audits to comply with OSHA and all city/state regulations.
Assisted in migrating a desktop public defender billing application into a web-based application using Django web-framework., Migrated the MySQL database from previous format to a PostgreSQL data server for more secure data transmission., Designed the project overview for all building and implementation steps to ensure timely deployment of the application.
Edited and maintained newsletters, websites, and email campaigns for restaurants, non-profit organizations, magazine editorials, and other clients throughout the Midwest., Performed emergency troubleshooting for downed sites and resolved technical issues as needed., Used Joomla, WordPress, MailChimp, Excel, HTML, and CSS.
Supervised up to 6 vendors at a time, tracking inventory, merchandise production, sales and commission reporting, and nightly closeout reports., Worked independently at peripheral locations performing all sales and operational duties., Created an Excel database to record sales, inventory, commission, and revenue data to improve reliability and efficiency of a $1.5M annual merchandise operation., Top producer in daily sales, breaking 2 company records within the first 4 months by selling 515 units in a single day and generating over $6k in revenue, and achieving the highest single-day sales revenue for Hollywood Studios at over $2k., Recipient of 2 4-Keys Cards from park executives for exceptional guest experience, one of the highest honors achievable as a cast member.
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