PROFESSIONAL BACKGROUND

Dedicated leader with over 15 years in creating outstanding customer experiences.
Served over 300 international clients with project values over 350m total at the US Open.
Driven Net Promoter Scores from 46 to 67 in one year.

MANAGER OF GUEST EXPERIENCE,
USTA NATIONAL CAMPUS

JULY 2016 - JUNE 2020

• Partnered with the Disney Institute to create a service framework which became a blueprint for our service culture for the player Experience at the US Open that began to cascade into other sections within the organization.

• Managed and cultivated the Customer Experience for the USTA National Campus in Orlando.

• Established metrics to evaluate the guest experience and share feedback with department heads to influence operational changes to improve the overall experience.

• Led efforts with the NY National Tennis Center in adopting a new service culture.

• Launched communication strategy with marketing to enhance touchpoints and utilize its digital assets for internal and external communications.

• Created and led a recognition team to keep employees energized and engaged with their customers.

• Collaborated with Section and District Executive Directors to lead staff training, with interactive customer service training workshops.

• Assisted with the player experience at the US OPEN. Conducted needs analysis of all aspects of the entire player experience, from transportation, locker rooms, physio, concierge and player dining. Made recommendations and implemented operational changes to ensure smooth transitions. Facilitated customer service training for all supporting areas.

• Developed and organized the National Campus Ambassador volunteer program. Worked closely with Events staff, Player Development, and Collegiate on proper assignment of ambassadors to engage and energize the spectators for all major events for ex; College MatchDay, NCAA and World Team Tennis.

TRAINING MANAGER, CARIBE ROYALE

JANUARY 2008 - JUNE 2016

• Partnered with senior leaders to consistently bring creativity and innovation to drive customer service scores. Implemented a successful customer service training program resulting in increasing our TripAdvisor ranking from 125 to 71 out of 363 hotels in 6 months.

• Managed the development and implementation of customer centered based training programs for all employees pertaining to their various roles in the organization.

• Conducted the best new hire orientation in Central Florida and supported smooth on-boarding by maintaining contact through a 90-day probationary period.

• Worked with colleagues to ensure communication of development and maintenance of program guidelines as well as deployment and effectiveness of training process, program and projects.

• Recruited, managed, and developed a core of qualified mentors committed to delivering training that supported organizational goals and reinforced high service standards.

• Evaluated emerging trends in training techniques and tools to incorporate new information into modifications and/or design new materials.

• Advised and provided information to staff members regarding programs, policies and procedures related to various training and development issues and concerns.

• Worked to consistently bring creativity and innovation to People Development and Training.

• Authored and published quarterly newsletters, training calendars, and upcoming events.

CONVENTION SERVICES, CARIBE ROYALE

OCTOBER 2006 - MARCH 2008

• Reserve conference rooms and coordinate services for groups and organizations holding meetings, conventions and other events on hotel grounds. Organize banquet and catering services, reserve video or audio equipment and plan any changes to the configuration of the event space.

RECRUITING COORDINATOR

January 2005 - October 2006

Recruit, interview and track potential talent for all positions and levels within a 1383 room resort and convention center. 
Communicate with all department managers to develop recruitment strategies. Assist in the overall operations of the Human Resources Department.

Resume

One of the greatest pleasure I had was to shift pivot from hospitality and pave the way for the Guest Experience at the USTA National Campus, which currently received the Gold Level status from the ITF.

Fostering a strong customer service culture has been my strength and passion. I had the honor to work with a small army of individuals with and a shared passion for service. With that said they would entertain my film production skills to create videos to engage our team.

COMMUNITY PROJECTS

​