Greater Cleveland
• Advocated for customers and partners within the support function across all departments. • Managed escalations by facilitating communications between customer and internal teams and supporting these communications with action plans to ensure a timely response and resolution. • Collaborated with cross-functional teams, including sales, services, support, and product management to ensure customer concerns were understood and prioritized. • Served as the department subject matter expert (SME) for two major solutions, providing best practice guidance and documentation for supporting customers using these solutions.
• Launched and operated a food truck business including branding, marketing, scheduling, and financial management. • Developed partnerships with local establishments and secured catering opportunities for large events. • Managed daily operations including inventory, vendor relations, and service delivery.
• Led a 12‑person front office team for a 170‑room hotel, overseeing operations, performance, and training. • Achieved top 5% customer service ranking across 850 Residence Inns in 2019. • Managed customer escalations and service recovery to maintain Marriott brand standards and guest loyalty.
• Led sales efforts including prospecting, responding to inquiries, and conducting site visits for an 81‑room hotel. • Developed annual budget plans, analyzed market trends, and implemented strategies to exceed revenue goals.
• Prospected new accounts and maintained relationships with existing corporate and group clients for a 157‑room hotel. • Prepared and coordinated group contracts and conducted onsite tours. • Managed accounts receivable to ensure accurate billing and collections.