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Qualifications Summary

  • Managed the day to day operations of the full Audi Mobility suite for Audi on demand and Audi at home 
  • Developed and maintained a 5-star yelp page through committed and excellent customer service 
  • Premium and Luxury Specialist 
  • Trained and managed all new employees
  • Experience with Salesforce, Looker, Google suite including docs, sheets etc 
  • Qualified Limited Lines Automobile Agent from the Department of CA 
  • Extreme attention to detail 

Professional Experience

Sep 2016Present

Customer Experience Specialist and Operations Manager 

Audi on demand

A premium mobility service that has gone from one office located in San Francisco, CA, to establishing a presence in over six markets across the globe. This can be attributed to my role in the following:

By developing SOPs from idea too paper as well as implementing them to ensure scalability and efficiency for the business as a whole for the other locations.

Manages fleet and utilization to ensure efficient and cost-effective reservation flow through to increase vehicle availability in an effort to drive revenue.

Cultivating rapport with various vendors to help ensure the integrity of the fleet is maintained. 

Provide white glove service for customer needs and corresponding task assignments/ responsibilities. Anything from individuals first encounters with the service resulting in customer registration, to reservation placement and fulfillment. 

Oversee day to day logistics for the operations from HR, Accounting, Concierge, Customer activity, team leaders and management throughout the consumer booking life cycle. 

Aug 2015Sep 2016

Reservations Sales Agent

Meadowood Napa Valley

An idyllic Napa Valley Escape that is one of only 13 properties in the world to earn the prestigious Triple Five-Star award from Forbes.

Work with Executive Management in full cycle sales & marketing packages, collateral, outreach plans, and execution of events.

Assist with sales pipeline to maximize revenues while maintaining the highest levels of guest satisfaction and retention.

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.

Greet and attend to immediate needs of guests upon arrival and follow through attention throughout their stay. Fulfill special requests and/or special handling instructions as necessary in addition to anticipatory actions.

Train and mentor new and existing members of the Meadowood Napa Valley team.

Feb 2014Aug 2015

Leisure Sales Coordinator

Auberge du Soleil

One of Napa Valley’s first luxury inns boasting 50 accommodations spread across 33 acres of hillside in Rutherford, CA. 

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.

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.

I was also responsible for preparing guest Itineraries and arrival packets for the front desk to present the guest upon their arrival

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

Microsoft Office, Apple Products, Adobe Photoshop, SynXis, Spring Miller Property Management Systems, Agilysys Visual One Property Management Systems, Returnity, Opera, Delphi, Google Docs, Salesforce, CeloPay, Navis, CyberSource, Salesforce, Aria

Additional Qualifications

California Department of Insurance

License: Resident Insurance Producer

Qualification: Limited Lines Automobile Agent

License Number: 0M31614