Resume
Experience
August 2021-Present / Corporate Social Media Manager / SPIRE HOSPITALITY / Remote
Supported SPIRE’s diverse portfolio of focused service, full service, luxury, and resort properties with their digital marketing, e-commerce, social media, and public relations initiatives
Collaborated with a third-party marketing agency to re-design the SPIRE corporate website
Revamped SPIRE’s sales and marketing intranet portal to provide on-property teams with quick access to support, best practices, and a comprehensive repository of print-ready and editable collateral, forms, job descriptions, guidelines, and other key resources
Created and managed all published content for SPIRE’s hotel and resort portfolio, including social media posts, press releases, media kits, advertising materials, restaurant menus, digital media, email campaigns, trade show assets, and in-room marketing collateral
Leveraged extensive knowledge of brand content and identity standards to ensure all properties remained compliant across branded, vanity, and beverage websites, as well as on-property collateral
July 2020-Present / Digital Media Designer/Photographer / THE GREATER LOS ANGELES SOFTBALL ASSOCIATION (GLASA) / Remote
Design Digital Marketing Graphics for Softball Registration, New Player and Spring/Fall Season Clinics, Opening Day, Awards Party, Hall of Fame, Switch Hitters Ball and the Softball World Series
Photograph sporting events at the annual Sin City Classic, a multi-day LGBTQ+ sports festival hosted annually in Las Vegas which has grown to become the largest annual LGBTQIA+ sporting event in the world
February 2020-July 2021 / Front Desk Supervisor / HOMEWOOD SUITES BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
July 2021-August 2021 / Guest Service Manager / HOMEWOOD SUITES BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Checked in and checked out guests in a friendly and efficient manner
Assisted guests with questions about hotel services, facilities, hours of operation, local restaurant, entertainment and attraction recommendations, transportation, as well as housekeeping and engineering requests
Developed, curated, and managed all published content, including social media posts, press releases, media kits, advertising materials, restaurant menus, and in-room marketing collateral
Maintained brand consistency across the Hilton brand website for the property, on-property marketing materials and conducted audits of all property e-commerce channels to ensure accuracy
Responded to guest feedback via TripAdvisor, Google My Business, and other online review sites
May 2019-March 2020 / Corporate Social Media and E-Commerce Manager / STEPSTONE HOSPITALITY / Remote
Assisted StepStone’s diverse portfolio of focused service, full service, and boutique properties with their digital marketing, e-commerce, social media, and public relations efforts
Re-designed and maintained StepStone’s corporate website
Created StepStone's sales and marketing intranet portal to give on-property teams easy access to support, best practices, and a comprehensive repository of print-ready collateral, essential forms, guidelines, current sales and marketing initiatives, and other key resources
Created, curated, and managed all published content for StepStone’s portfolio of hotels and resorts, including social media posts, press releases, media kits, advertising creatives, restaurant menus, digital media, email campaigns, trade show, and in-room marketing collateral
Ensured brand compliance across all properties' branded and vanity websites, and on-property collateral and audited all property e-commerce channels for accuracy
Feb 2018-May 2019 / Social Media Manager / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Jun 2017-Feb 2018 / Marketing Coordinator / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Created a brand awareness campaign throughout the hotel to ensure all departments adhered to DoubleTree by Hilton brand identity standards in their printed materials for both public and heart-of-house areas
Developed, curated, and oversaw all published content, including images, videos, and written materials, such as press releases, media kits, advertising content, menus, publications, digital media, email campaigns, radio ads, flyers, as well as in-room marketing pieces and trade show collateral
Contributed to boosting sales at Fourth & U, Patio 315, and Starbucks Café through targeted marketing initiatives
Ensured brand consistency on the Hilton brand website for the hotel and on-property collateral, while auditing all e-commerce channels to verify accuracy
Implemented all Hilton-mandated marketing campaigns and ensured compliance by the team
Jun 2016-Jun 2017 / Concierge/PBX Operator / DOUBLETREE BY HILTON NASHVILLE DOWNTOWN / Nashville, TN
Assisted guests with inquiries regarding hotel services, amenities, hours of operation, local dining options, transportation, entertainment, tickets for shows and attractions, as well as housekeeping, banquets, in-room dining, front desk and maintenance requests
Answered telephones and routed calls to the correct departments
Cultivated relationships with local businesses and attractions to obtain premium services and discounts for guests
Assisted the Director of Sales and Marketing with social media initiatives on Facebook, Instagram, and Twitter to help market the hotel as one of the top places to stay in Nashville
Supported the Director of Rooms with special projects to enhance the efficiency and smooth operation of the front office and housekeeping Departments
Nov 2014-Nov 2015 / Digital Assistant / SHANIA TWAIN / Remote
Promoted "Shania Kids Can" Charity and interacted with fans via Facebook and Twitter
Produced a historical marketing video for fundraising events, which premiered at an exclusive benefactor after-party at Caesars Palace in Las Vegas
Launched a successful marketing contest to promote fundraising events nationwide and in Canada
May 2014-Oct 2015 / Lead Device Specialist, Customer Support / GRINDR / Remote
Answered customer support inquiries for the Grindr smartphone app through the Zendesk CRM Platform, including general support, paid subscription, and moderation support
Helped develop and maintain an internal agent help center for agents to get help with troubleshooting specific issues
Prepared internal agent and external customer support materials for future versions of the app
Culled reports from customer inquiries and create JIRA tickets to send to network operations, tech, product, and quality assurance departments for resolution and follow up with those departments about resolution for those issues
Trained support agents on the inner workings of Android and Apple Grindr platforms and customer support tools such as the internal Grindr profile admin tool, Zendesk, and JIRA/Confluence
Maintained internal Confluence wiki for the customer support team to keep the group apprised of current policies and procedures
Maintained an external self-service help center for users to research issues they are experiencing
Nov 2013-May 2014 / Customer Support Agent – Android/Apple Specialist / GRINDR / Remote
Provided customer support for the Grindr app via the Zendesk CRM platform as well as Facebook and Twitter accounts, assisting with general inquiries, paid subscriptions, and moderation-related issues
Continually developed training materials and trained customer support agents on the inner workings on Grindr for Android and Apple platforms
Re-designed and maintained the internal Confluence wiki for the customer support team to keep the group apprised of current policies and procedures
Compiled and distributed App Store reports for executive and product teams
Mar 2012-Nov 2013 / Customer Support Agent – Android Specialist / GRINDR / Remote
Respond to customer support requests for the Grindr app using the Zendesk CRM platform, as well as Facebook and Twitter, covering general assistance, subscription inquiries, and moderation support
Developed training materials and trained customer support team members on the inner workings on the Grindr for Android platform
Dec 2011-Mar 2012 / Senior Customer Support Agent / GRINDR / Remote
Dec 2011-Sep 2012 / Senior Customer Support Agent / BLENDR / Remote
Sep 2011-Dec 2011 / Customer Support Agent / BLENDR / Remote
Aug 2010-Dec 2011 / Customer Support Agent / GRINDR / Remote
Assisted Customer Support Agents with questions regarding how to handle specific inquiries from customers
Answered Customer Support inquiries for Grindr and Blendr smart phone apps through Zendesk CRM platform, Facebook and Twitter accounts
Compiled daily Android, BlackBerry, and iOS customer feedback reports and app store ratings for company executives key product team stakeholders
Oct 2004-Nov 2010 / Web Producer / REBA McENTIRE / Nashville, TN
Re-designed and maintained the official website for Reba McEntire
Answered customer service inquiries sent in via the website
Assisted in the online launch of brand websites for Reba’s clothing, shoe, bed, bath, and luggage lines available at Dillard’s stores across the country
Utilized the current Reba brand logo to create a logo for the Reba Luggage line used in marketing materials and mailing lists
Designed marketing materials for use in Reba’s internal, fan club, and radio/publicity mailing lists, as well as Dillard’s mailing list 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 the website for Reba’s recording studio, Starstruck Studios
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, packaged items sold on eBay, and completed other miscellaneous customer service tasks
Re-designed and maintained corporate website and online store
Re-designed corporate logo for use in official correspondence, marketing, and advertising materials
Contributed to the successful launch of marketing campaigns for The Great Escape’s 30th Anniversary and a special in-store concert event on Election Night 2008
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
2024 / Forty over 40 Award / HOTEL MANAGEMENT MAGAZINE / Washington, DC
2023 / Impact Award / SPIRE HOSPITALITY LEADERSHIP CONFERENCE / Dallas, TX
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
2023-Present / Troubadour Member / COUNTRY MUSIC HALL OF FAME / Nashville, TN
2016-2020 / Member / MUSIC CITY CONCIERGE ASSOCIATION / Nashville, TN
2005-Present / Lifetime Member / FUTURE BUSINESS LEADERS OF AMERICA COLLEGIATE DIVISION / Reston, VA