Florida State University

Operations Admin at Hyatt Hotels Corporation

Senior Enterprise Coordinator III with a proven track record of building strong client relationships and improving operational efficiency. 
Began career at Aya Healthcare as a Program Coordinator with Seattle Children's Hospital, focusing on data while collaborating on additional special projects. Successfully promoted to Program Manager within the year and led four Strategic accounts to MSP. Requested return to Coordinator role and promoted to Senior Enterprise Coordinator III. 
Consistently improved communication and efficiency by streamlining processes, developing custom reports, and consolidating information for seamless team operations. Continue to provide Program Management and Account Management coverage as needed.

Aya Healthcare

Senior Enterprise Coordinator III

Responsible for executing and managing OneCause events onsite for local charity and fundraising events as well as customer service and technical support virtually.

SUPPORT ANALYST
• Provide customer service to clients and event managers by phone, email and chat
• Use innovative technology such as Vidyard and Zoom to provide clients with easy-to-understand demonstrations and tutorials when possible
• Work towards achieving highest level of client satisfaction average, rating on a scale of 1-5 with 5 as the highest level of satisfaction (currently over 99% responded with a level of 5)
• Communicate and collaborate with other staff to provide clients with the most accurate answers to their questions
• Submit requests for staff and customer resources updates to knowledge-base articles when necessary


ONSITE EVENT MANAGER
• Oversee OneCause events from setup to strike, communicating with client throughout the event while responding to any onsite inquiries and troubleshooting if necessary
• Train client’s staff and volunteers pre-event on software, including how to register and check-out guests
• Analyze the evening’s total earnings, bidding patterns, items with most bids by amount and by number of bids, items watched but not bid on, etc. and compile into a summary report for the client
• Review the evening's report with the client, remind them of the next steps they are encouraged to take, and submit additional details to HQ within one hour of closing the event
• Within 24 hours of the event, submit to Regional Manager an in-depth report on the evening, going over any high points of the evening and recommendations for next year, client satisfaction, and supporting details

OneCause

Event Manager/ Support Analyst

Program Coordinator II

Successfully transitioned four Strategic accounts to MSP. Served as main point of contact for clients regarding fulfillment and any other needs including reporting, payroll, compliance, and escalations.

Program Manager

Program Coordinator

Oversaw the day-to-day activities of the property, ensuring that the organization is managed and performing efficiently and effectively. Reported directly to the General Manager.
Duties include those listed under Operations Administrative Assistant as well the below.

SUPERVISORY RESPONSIBILITIES
•	Participated in the hiring and training of departmental managers and employees.
•	Organized and oversaw the work and schedules of departmental managers and employees.
•	Handled timely and constructive reviews and discipline of employees as needed and in accordance with company policy.
DUTIES/RESPONSIBILITIES
•	Worked with Executive Leadership to establish metrics, guidelines, and standards by which the property’s efficiency and effectiveness can be evaluated, identifying opportunities for improvement
•	Reviewed, analyzed, and evaluated business procedures and Standard Operating Procedures
•	Implemented policies and procedures to improve day-to-day operations
•	Ensured work environments were adequate and safe per GBAC and Hyatt Corporate standards
•	Communicated and explained new directives, policies, or procedures to employees; for major changes, met with entire operations staff to explain changes, answer questions, and maintain morale
•	Improved customer service and satisfaction through policy and procedural changes
•	Lead coordination and integration of efforts among operations, sales, and customer service divisions to produce smoother workflow and more cost-effective business processes
•	Projected a positive image of the organization to employees, customers, and community
•	Performed other duties as assigned

Hyatt Hotels Corporation

Operations Manager

FOOD & BEVERAGE
•	Updated Micros Simphony Point of Sale with new menu items as needed to accommodate seasonal availability at all dining outlets
•	Analyzed menu engineering and top sales items MTM by outlet and across all outlets
•	Designed and updated menus for all dining outlets
•	Assisted with monthly inventory of kitchens, all storage, liquor, and dining outlets
•	Assisted with staff training, supervision, and payroll compliance as needed
RESERVATIONS
•	Ensured contracted business is prioritized and the client's requirements are met or surpassed- Lead reservation agent for wholesale and third-party requests
•	Created and modified group sales bookings in Oracle Opera and Reserve
•	Assisted with guest requests and issue-resolution when Manager on Duty was unavailable
•	Doubled guest response rate on third-party portals
SALES
•	Continued to serve as lead contact for all definite group sales bookings including welcome, communication of important deadlines and updates, internal processing of room block needs, detaling of all catering/banquet needs, and provided onsite support
•	Audited all banquet charges as well as all other charges posted to master accounts, ensuring accuracy in billing
•	Actualized group business within 48 hours of departure
GENERAL ADMINISTRATIVE
•	General IT troubleshooting of Opera, Micros Simphony, payment terminals, Saflok, and other areas as needed
•	Lead weekly staff meetings, create agenda, take minutes, and follow-up with staff as needed
•	Committee member and secretary for GBAC (Global Biorisk Advisory Council) including final application submission and ongoing analysis of successful implementation
•	Ensured compliance with standard operating procedures as dictated by ownership, including implementation of daily staff temperature check and wellness assessments

Operations Administrative Assistant

CLIENT-FACING
• Ensure that function set up meets or exceeds customer expectations by working closely with each group's meeting planners to determine their needs
• Ensure proper communication and coordination to satisfy customer's requests and assist customers in finalizing function details; suggests alternatives as appropriate
• Ensure that functions meet the customer's expectations by following up regularly on the status of functions including inspecting function rooms, greeting customer and follow up to see that customer needs are met; makes last-minute changes and additions to meet changing customer needs, coordinating outside vendor activity as necessary, conducting post-function reviews with customers as appropriate
• In the absence of Catering Management, assist clients and seek out solutions to requests in a friendly, caring and helpful manner
• Work closely with the client and hotel departments to ensure proper communication and coordination for a successful event
• Conduct pre-planning site meetings and assist in the sales process where required

SALES
• Maximize food, beverage and auxiliary revenues by selling menus, themes and experiences/activities
• Identify and sell opportunities to maximize sales above contracted minimum spend

INTERNAL
• Maintain proper documentation of events, including complete programming of all sales and catering bookings
• Establish and maintain a high level of service by continually providing accurate and timely information and feedback to all supporting departments
• Facilitate all aspects of internal Hotel Meetings
• Communicate all details of assigned groups & conventions to all departments in a professional, thorough and timely manner by using Resumes, Event Orders and internal correspondence effectively

Event Planning Manager

Founded in 1958, Palm Springs Life celebrates the hip and luxurious lifestyle of the Southern California desert. In this role, I was responsible for our events from soup to nuts - creating the event registration web page, coordinating mailing lists with marketing, collating responses, ensuring venue/catering/AV/etc. are contracted, onsite setup/strike, budget tracking, and post-event analysis. 

Details specific to Fashion Week El Paseo, Palm Desert Food and Wine, and The Forgotten Frey are listed in the "Projects" section due to the character limit in the "Experience" section.

•	Maintain calendar for over 30 events per year and implement a system to anticipate long-term planning and effective event management.
•	Work closely with marketing to coordinate development of materials to promote events, onsite signage and collateral, and post-event surveys or "thank you" emails to attendees and sponsors.
•	Work closely with sponsorship team to ensure sponsorship arrangements are successfully executed. 
•	Trouble-shoot and smooth issues relating to the successful execution of the event program.
•	Engage with venue, catering, and other vendors as needed to ensure success of events.
•	Research and present findings to support acquiring new technology to improve success of events such as an updated ticketing platform.
•	Prepare and track budgetary recommendations, reporting to accounting as necessary. 
•	Prepare contractual agreements for sponsors in accordance with company policy. 
•	Develop and execute necessary follow-up with sponsors and Palm Springs Life client groups. 
•	Trouble-shoot and resolve issues relating to the successful execution of the event program. 
•	Ensure speakers are briefed and prepared to provide effective presentations and materials. 
•	Conduct post-event debriefing sessions with team. 
•	Provide post-event analysis, budget recaps and participant feedback as well as incorporate learning into future plans.

Palm Springs Life Magazine

Event Coordinator

Worked closely with the Executive Director to edit and design event-related materials including invitations and flyers as well as assemble the annual Debbie's Dream Foundation Dreamers calendar.

Debbie's Dream Foundation: Curing Stomach Cancer

Event Coordinator / Freelance Graphic Designer

GDS Group, a leader in creating engagement opportunities for businesses, brings together up to senior-level executives and industry leaders, face-to-face at a two-and-a-half-day summit to advance their businesses with outstanding results. 

• Coordinated travel, hotel, and airport transfer for 70+ delegates and staff attending three-day summits across the US and Latin America
• Collateral and schedule personalization for 20+ sponsors in the US Financial Services and Technology industries
• Managed overall venue logistics including conference room coordination and layout, maintaining F&B budget, maintaining travel budget, and overseeing on-site logistics
• Implemented mobile app for all attendees including upload of venue layout, individual personalized schedules and “live”changes to meeting schedules on-site

GDS Group

Event Coordinator / Client Services Executive

Responsible for executive delegate acquisition for exclusive bespoke dinners, specific to one geographical location and select industry verticals.

• Connected with C-Level executives from various industry verticals (CIO, CFO, CMO, CRO)
• Delivered well researched, highly qualified, opportunities for delegate bookings including topics for discussion and detailed conversation points
• Proven success of booking 10-18 executives in 6 weeks with a minimum 75% retention rate
• Client relationship management pre and post-event including research, initial contact with executives, and communication through to the evening of the dinner 
• Night-of management including welcoming delegates, assuring run of show order, and serving as MC when necessary ̋ Coordinated event production details such as communication with venue, name badge design, delegate survey design, and survey result analysis 
• Voted Best Recruit of 2014

Delegate Coordinator

• Served as direct point of contact and liaison with high-level donors and trustees
• Managed packaging, pricing, and online/mobile bidding partnership with GiveSmart leading up to the Adults in Toyland event, raising over $800,000 to benefit the Stephen D. Hassenfeld Children's Center for Cancer and Blood Disorders and increasing auction funds raised by 20% from the previous year
• Managed design and production of printed program including silent auction listings, sponsors, and signage for the Adults in Toyland event as well as invitation and program design for Conversations in Medicine series
• Finalized the evening's menu and audio visual needs with venue staff as well as confirmed contract terms and processed payment for Conversations in Medicine Series
• Maintained event donor database for Special Events team using Microsoft Access, including recording of pledges and invoicing for overdue payments

NYU Langone Medical Center

Special Events Coordinator

- Worked closely with the Board of Directors and Program Directors 
- Coordinated volunteers and oversaw activities for monthly volunteer events and corporate groups at Bellevue Hospital Center, increasing volunteer base by 35%
- Streamlined processing of receipts and budgeting of programs funded through Children of Bellevue
- Maintained and updated Children of Bellevue website and social media outreach via Facebook, newsletters, e-campaigns, etc.
- Worked with the “Toast to the Children” Planning Committee to plan spring gala, including tracking of ticket sales, ad journal sales, and donor solicitation for gift bag and silent auction items and guest check-in
- Communicated closely with “Toast to the Children” venue regarding logistics such as floor plan design, vendor needs, A/V technology, staffing, and arrangements for venue set-up and break-down
- Tracked and maintained all event related spending, submit invoices and check requests, and outstanding donation pledges
- Worked with the Junior Board to plan volunteer events, socials & fundraisers through out the year
- Tracked and acknowledged donor gifts in database of over 9,000 constituents 
- Designed and edited print media such as brochures, donation forms, event invitations, and all digital campaigns via Campaign Monitor

Children of Bellevue

Development Associate

- Coordinated office operations for company of 30+ staff including inter-office calendar and performances
- Processed invoices and maintained budget for administrative staff
- Managed opening night patron lists, special guest seating, and ticket distribution for all attendees
- Oversaw box office staff and operations, including processing pledges and payment
- Maintained and updated client database of over 30,000 customers

Cedar Lake Contemporary Ballet

Administrative Assistant/Box Office Manager

• Worked 40+ hours per week, answering directly to Special Events Coordinator and working with Special Events Assistant
• Researched potential event spaces and assisted staff during site visits
• Solicited corporate donations/gifts for commemorative gift bag items
• Donor acknowledgment and pledge follow-up

Brooklyn Academy of Music

Special Events Intern

• Worked 40+ hours per week, answering directly to Special Events Coordinator and working with Special Events Assistant
• Managed guest lists and tracked responses for opening night events as well as Annual Spring Gala
• Coordinated volunteers for opening night events
• Donor and Sponsor outreach for commemorative Annual Spring Gala ad journal
• Coordinated theatre and reception seating for opening night events as well as Annual Spring Gala
• Designed and distributed food and beverage menus for opening night events
• Donor acknowledgment and pledge follow-up

Mavi P.