Resume
Experience
August 2021-Present / Corporate Social Media Manager / SPIRE HOSPITALITY / Remote
Assisted SPIRE’s portfolio of Limited Service, Full Service and Luxury Service properties with Marketing, E-Commerce, Social Media and Public Relations needs
Re-designed and maintain corporate website
Re-designed SPIRE Intranet for property teams to easily get assistance with questions, best practices/sales ideas, printable collateral/forms, etc.
Created, curated, and managed all published content for SPIRE’s portfolio to include press releases, media kits, advertising, social media posts, restaurant menus and publications, digital media, email blasts, radio ads, flyers, and in-room use and marketing pieces
Ensured properties maintains compliance on all websites and on-property collateral and with brand standards
Assisted properties in creation of proposals, marketing pieces, trade shows, etc. as needed
February 2020-Present / Front Desk Supervisor / HOMEWOOD SUITES BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Answer guest inquires about hotel service facilities, hours of operation, local restaurants, transportation, entertainment, attractions, etc.
Check-in and check-out guests in a friendly and efficient manner
Assist guests with housekeeping and engineering requests
Assist Sales and Marketing Department with printed collateral and gift basket design
Respond to guest feedback via TripAdvisor and Online Travel Agents
Design Social Media posts, campaigns and printed collateral for hotel and food and beverage outlet promotions
May 2019-March 2020 / Corporate Social Media/E-Commerce Manager / STEPSTONE HOSPITALITY / Remote
Assisted StepStone’s portfolio of Limited Service, Full Service and Luxury Service properties with Marketing, E-Commerce, Social Media and Public Relations needs
Re-designed and maintain corporate website
Re-designed StepStone Sales and Marketing Portal for property teams to easily get assistance with questions, best practices/sales ideas, printable collateral/forms, etc.
Created, curated, and managed all published content for StepStone’s portfolio to include press releases, media kits, advertising, social media posts, restaurant menus and publications, digital media, email blasts, radio ads, flyers, and in-room use and marketing pieces
Ensured properties maintains compliance on all websites and on-property collateral and with brand standards
Assisted properties in creation of proposals, marketing pieces, trade shows, etc. as needed
Audited all property E-Commerce channels such as online travel agents, property websites and vanity sites – to ensure accuracy
Feb 2018-May 2019 / Social Media Manager / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Create, curate, and manage all published content (images, video and written) to include press releases, media kits, advertising, and other marking materials such as menus and publications, digital media, email blasts, radio ads, flyers, and in-room use and marketing pieces
Create client incentives to drive revenue into the hotel (trade shows, sales calls, social media, collateral, etc.)
Assist in sales with Patio 315, Fourth & U, and Starbucks Café through marketing efforts (collateral, PUSH promotions, etc.)
Ensures property maintains compliance on all websites and with brand standards
Ensures that all Hilton required marketing campaigns are put in place properly and followed by team
Assists all departments in creation of proposals, marketing pieces, trade shows, etc.
Development of brand awareness and online presence
Jun 2017-Feb 2018 / Marketing Coordinator / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Created, curated, and managed all published content (images, video and written) to include press releases, media kits, advertising, and other marking materials such as menus and publications, digital media, email blasts, radio ads, flyers, and in-room use and marketing pieces.
Created client incentives to drive revenue into the hotel (trade shows, sales calls, social media, collateral, etc.)
Assisted in sales with Patio 315, Fourth & U, and Starbucks Café through marketing efforts (collateral, PUSH promotions, etc.)
Ensured property maintains compliance on all websites and with brand standards
Ensured that all Hilton required marketing campaigns are put in place properly and followed by team
Assisted all departments in creation of proposals, marketing pieces, trade shows, etc.
Development of brand awareness and online presence
Jun 2016-Jun 2017 / Concierge/PBX Operator / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Assisted guests with restaurant recommendations, show and attraction tickets
Cultivated relationships with local businesses and attractions to obtain premium services and discounts for guests
Assisted Director of Sales and Marketing with Social Media initiatives on Twitter, Facebook and Instagram - to help build the hotel as one of the top places to stay in Nashville.
Answered telephones and route calls to the correct departments
Answered guests via telephone with getting issues resolved by Engineering, Housekeeping, Banquets, Room Service or the Front Desk
Assisted Director of Rooms with Special Projects to help make the Front Office and Housekeeping Departments run more smoothly and efficiently
Nov 2014-Nov 2015 / Digital Assistant / SHANIA TWAIN / Remote
Promoted "Shania Kids Can" Charity/Interact with Fans via Facebook/Twitter
Designed Historical Marketing Video to be shown at Fundraising Events
Launched Successful Marketing Contest to Promote Fundraising Events
May 2014-Oct 2015 / Lead Device Specialist, Customer Support / GRINDR / Remote
Answer Customer Support inquiries for Grindr Smart Phone App through Zendesk CRM Platform including general support, paid subscription and moderation support.
Help develop and maintain internal agent Help Center for agents to get help with troubleshooting specific issues
Prepare internal agent and external customer support materials for future versions of the app
Cull Reports from Customer Inquiries and create JIRA tickets to send to NOC/Tech/Product/QA for resolution
Follow up with NOC/Tech/Product/QA about resolution for those issues
Train Customer Support Agents on the inner workings on Android and Apple Grindr platforms, as well as Customer Support Tools such as the internal Grindr Profile Admin Tool, Zendesk and JIRA/Confluence.
Maintain internal Confluence wiki for Customer Support Team to keep the group apprised of current policies and procedures
Maintain external self-service Help Center for customers to research about issues they are having
Nov 2013-May 2014 / Customer Support Agent – Android/Apple Specialist / GRINDR / Remote
Answer Customer Support inquiries for Grindr Smart Phone App through Zendesk CRM Platform including general support, paid subscription and moderation support
Answered Customer inquiries from Grindr Marketing and Support Facebook and Twitter Accounts
Developed training materials and trained Customer Support Agents on the inner workings on Android and Apple platforms
Re-designed and maintained internal Confluence wiki for Customer Support Team to keep the group apprised of current policies and procedures
Compiled and Distributed Daily App Store Review Reports for Management and Product Teams
Mar 2012-Nov 2013 / Customer Support Agent – Android Specialist / GRINDR / Remote
Answer Customer Support inquiries for Grindr Smart Phone App through Zendesk CRM Platform including general support, paid subscription and moderation support.
Answered Customer inquiries from Grindr Marketing and Support Facebook and Twitter Accounts
Developed training materials and trained Customer Support Agents on the inner workings on Android platform
Dec 2011-Sep 2012 / Senior Customer Support Agent / BLENDR / Remote
Assisted Customer Support Agents with questions regarding how to handle specific inquiries from customers
Answered Customer Support inquiries for Blendr Smart Phone App through Zendesk CRM Platform
Answered Customer Inquiries from Blendr Marketing Facebook and Twitter Accounts
Dec 2011-Mar 2012 / Senior Customer Support Agent / GRINDR / Remote
Compiled daily reports of Android, BlackBerry, and iOS customer feedback and app store ratings for key company stakeholders and executives.
Assisted Customer Support Agents with questions regarding how to handle specific inquiries from customers
Answered Customer Support inquiries for Grindr Smart Phone App through Zendesk CRM Platform
Answered Customer inquiries from Grindr Marketing and Support Facebook and Twitter Accounts
Oct 2004-Nov 2010 / Web Producer / REBA McENTIRE / Nashville, TN
Answered customer service inquiries sent in via Reba.com
Re-designed and maintained official website for Reba McEntire at www.Reba.com
Assisted in online launch of Reba brand websites for her clothing, shoe, bed, bath and luggage lines available at Dillard’s stores across the country
Utilized current Reba brand logo to create a logo for the Reba Luggage line
Designed marketing materials for use in Dillard’s customer and Reba’s internal, fan club, and radio/publicity mailing lists to support her brand, music and television efforts
Re-structured, designed and maintained features for Reba’s official online Fan Club
Re-designed and maintained website for Starstruck Studios at www.StarstruckStudios.com
Sep 2006-Feb 2009 / Administrative/Marketing Assistant / THEGREATESCAPEONLINE.COM / Nashville, TN
Answered telephones and handled customer service inquiries from both the corporate website and eBay store
Prepared items for posting on eBay, package items sold on eBay and complete customer service tasks
Re-designed and maintained corporate website and integrated online store capabilities
Re-designed corporate logo for use in official correspondence and marketing/advertising materials
Designed corporate marketing materials for use during in-store events and outside advertising opportunities
Photographed store locations and events for marketing purposes
Education
August 1998-May 2001 / Office Technologies – Desktop Productions Option / KASKASKIA COLLEGE / Centralia, IL
August 1994-May 1998 / High School Diploma / CENTRALIA HIGH SCHOOL / Centralia, IL
Recognition
2018 / Top Interactive Team Member / HILTON SOCIAL MEDIA HUB / Dallas, TX
2018 / Travel With Purpose Grant Winner / HILTON CORPORATE RESPONSIBILITY / McLean, VA
2005 / Sixth Place – Desktop Productions / PHI BETA LAMBDA NATIONAL LEADERSHIP CONFERENCE / Orlando, FL
2005 / First Place – Desktop Productions / PHI BETA LAMBDA STATE LEADERSHIP CONFERENCE / Springfield, IL
2001 / Third Place – Computer Applications / PHI BETA LAMBDA NATIONAL LEADERSHIP CONFERENCE / Orlando, FL
2001 / First Place – Computer Applications / PHI BETA LAMBDA STATE LEADERSHIP CONFERENCE / Springfield, IL
Memberships
2024-Present / Professional Voting Member / COUNTRY MUSIC ASSOCIATION / Nashville, TN
2016-2020 / MUSIC CITY CONCIERGE ASSOCIATION / Nashville, TN
2005-Present / Lifetime Member / FUTURE BUSINESS LEADERS OF AMERICA COLLEGIATE DIVISION / Reston, VA