Download PDF

Qualifications Summary

  • Extreme attention to detail 
  • Trained and managed 20+ new employees
  • Extensive experience with premium lifestyle consumers
  • Qualified Limited Lines Automobile Agent from the  California Department of Insurance 

Professional Experience

Sep 2016Present

Customer Experience and Operations Specialist 

Audi on demand
  • Develop Standard Operating Procedures from concept  to implementation, building best business practices while ensuring scalability for the expansion into international markets across Europe and Asia.
  • Consistent interactions with 6,000+ customers which would then lead to quantitive information pulled from the data inputted into internal systems from our operation management dashboard (OMD) to our SaaS Looker to translate data into cohesive metrics for both our on-site Marketing team and Audi Business Innovations AG.
  • Manage a fleet of 40+ Audi vehicles to ensure efficient and cost-effective reservation flow, increasing vehicle availability and driving revenue by executing a weekly upgrade plan driving customer loyalty, and achieving a 98% fleet utilization. 
  • Develop and maintain relationships with partner vendors such as Audi San Francisco ensuring expedited service and repair of vehicles to drive utilization.
  • Utilize Salesforce, providing personalized client attention, driving loyalty and growth, earning a 5-Star review average on Yelp with nearly 60 5-Star reviews, and a 93% Satisfactions score via SurveyMonkey.
Aug 2015Sep 2016

Reservations Sales Agent

Meadowood Napa Valley
  • Work with Executive Management in full cycle sales & marketing packages, collateral, outreach plans, and execution of events.
  • Responsible for generating profit for the resort by selling ancillary services outside of rooms (group & transient), events, food & beverage, spa services, all to increase optimum yield in each market.
  • Train and mentor new and existing members of the Meadowood Napa Valley team.
Feb 2014Aug 2015

Leisure Sales Coordinator

Auberge du Soleil
  • Coordinate sales activities to maximize revenues while maintaining the highest levels of guest satisfaction and retention.
  • Focus on the upselling total sales of the resort's offerings. Solicit key accounts to positively impact the volume of both group and transient revenue streams.
  • Consistently average 175% monthly revenue goals/quota and leading sales team in total sales eight out of the last twelve months that I was on the team.
Feb 2013 Feb 2014

PBX Operator

Auberge du Soleil
  • Processed incoming and outgoing communications while maintaining a positive and professional demeanor all while preparing guest Itineraries and arrival packets for the front desk to present the guest upon their arrival
  • Received all guest requests and entered into Guest Request Database and follow up to ensure needs have been met.
  • Coordinated radio communications between department heads such as; Security, Engineering, Housekeeping, Bell, Valet and In-Room Dining to ensure the guest rooms and amenities were ready prior to check-in.

Education

  • University of Pennsylvania Wharton School of Business
    • Operations Management -2016
  • Columbia University 
    • Financial Engineering / Risk Management -2016
  • Napa Valley College
    • General Education- 2014 

Software Proficiency

Salesforce, Looker, Aria, Microsoft Office, Apple Products, CyberSource, SynXis, Various Property Management Systems, Returnity, Opera, Delphi, Google Docs, CeloPay, Navis, CyberSource, Adobe Photoshop

Additional Qualifications

 Resident Insurance Producer - Limited Lines Automobile Agent - CA License Number: 0M31614