Experience

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  City of aurora

  Jun 2009 - Jan 2011

  Administrative assistant

  Reported directly to the Director of Neighborhood StandardsCommunicated with 30+ community members daily assisting them with property management regulations as outlined by City of Aurora Department of Neighborhood StandardsDeveloped a process to recoup delinquent accounts recovering $20,000 in otherwise lost paymentsCoordinated a schedule with ten city contractors for weekly property maintenance of 40+ properties per week

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  Starbucks

  Mar 2010 - Aug 2013

  Shift supervisor

  Certified Barista Trainer responsible for the successful training of 20+ baristasDeveloped 8 baristas to reach team lead positionsCollaborated with General Manager to create supplementary marketing campaigns to drive in-store sales of seasonal items beyond estimated goalsLed all food safety initiatives and processes assisting the store in achieving 90%+ Qasa auditsKey holder responsible for daily operations of the store including management of staff, cash handling, and providing world class customer service Show less

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  React presents

  Jan 2011 - May 2016

  Responsible for the sale of over $10 million in tickets annually. Managed 30+ client accounts while prospecting, consulting, and closing on seven accounts annually.Designed, documented, and implemented ticketing structure for up to ten high volume, large scale music events per week.Oversaw migration of customer email database of two million+ from Mailchimp to Exact Target minimizing email marketing costs by $1,000 monthly.Collaborated with website developers to create a fraud prevention system that automatically designated a risk score to orders which triggered a secondary customer verification process that saved the company $200k annually in fraudulent orders.Negotiated contracts with various vendors including on-site internet service, lighting and stage companies, and event credential providersManaged 30+ client accounts ensuring contract renewalSpearheaded the overhaul of processes for all online customer service operations reducing online first touch response time from one hour to ten minutesCoordinated with senior project managers to create site layouts, manage budgets, coordinate on-site logistics, arrange staffing plans, and execute front-end operations for six music festivals annually. Show less Promoted events online via various websites, forums, and promotional companies ensuring an online presence was created for 10+ events a weekCompleted general office tasks including answering phone calls, supply runs, scheduling meetings, and aiding in the creation of marketing campaignsManaged the creation and scheduling of social media content across three different propertiesReviewed and organized artist contractsAssisted stage manager with event settlements, artist relations, and event coordination Show less

  • Director of Ticketing/Project Manager

    Jan 2012 - May 2016

  • Intern

    Jan 2011 - Jan 2012
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  Freelance/contract

  May 2016 - Mar 2017

  Freelance event manager

  Supervised team of 10 responsible for on-site activations within the Red Bull invite-only oasis at Lollapalooza with an attendance of 1K+ people dailyResponsible for all ticketing operations associated with Island of Light Music Festival (Puerto Rico) produced by Silver Wrapper

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  Uber

  Mar 2017 - now

  Manage team of ten increasing individual agent productivity by 15% annually through consistent 1V1 coaching focused on performance efficiency and successfully developed 4 agents for role advancement Partner with menu team to recommend improvements to current menu processes within EatsFasTrack including an improved escalation path reducing average case resolution time by 2 hours Partner with project manager to develop an active case tracker monitored weekly and mitigate account takeover cases by suggesting high verification policy updates saving merchants $100K+ in lost funds Show less

  • Program Manager, Merchant Experience

    May 2022 - now

  • US & Canada Service Team Lead Eats FasTrack

    May 2021 - May 2022

  • Team Lead US & Canada Restaurant Support

    Aug 2019 - May 2021

  • C360 Specialist Driver Payments

    Jun 2018 - Aug 2019

  • Incident Response Triage Agent

    Mar 2017 - Jun 2018