Jordan Wiley
Charlotte ,NC
Summary
Resourceful event operations manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized the guest experience through client collaborations, event management, and quality staff trainings.
Overview
12
12
years of professional experience
Work History
Manager, Guest Experience
Charlotte Hornets
Charlotte, NC
10.2022 - Current
- Manage all recruiting, hiring, payroll, and staffing for the Guest Experience department through ABI mastermind software
- Coordinate with the events department to provide assistance in managing all event day touch points such as ingress, concourse activations, and VIP activations
- Assist in all part-time and full-time 'Service Promise' trainings
- Manage all departmental event day operations for all 42 home games, over 100 concerts, and arena events
- Increased staffing by 60% over the course of the NBA season
- Assisted in implementing 'Venueaware' software into the Guest Experience event day operations for supervisors and arena management team
Operations Manager
BEST Crowd Management
Charlotte, NC
06.2022 - 10.2022
- Managed all recruiting, hiring, payroll, and staffing for the guest experience department through ABI mastermind software.
- Developed event day deployment sheet and positioning for the guest relations department for all Bank of America stadium events.
- Managed game day event staff during all Bank of America stadium concerts, Carolina Panther home games, and CLT FC home games
- Managed concert floor staff members and overall guest experience for concert goers throughout events
- Managed and staffed Carowinds operation to ensure client satisfaction and event manager preparedness
Assistant Account Manager
BEST Crowd Management
Miami, FL
03.2021 - 06.2022
- Executed and assisted in stadium security and guest experience planning for all Marlins home games and ballpark events.
- Managed and trained over 300 security and guest experience employees
- Worked closely with Marlins security to ensure game day and event readiness
- Managed daily payroll and scheduling tasks to ensure game and event staffing readiness
- Anticipated clients' needs by communicating regularly through weekly and monthly meetings
- Consulted with clients after events and games to resolve problems and provide ongoing support.
- Assisted in managing Hard Rock Stadium events such as Miami Dolphin home games, 2021 College Football Playoff semifinal, 2022 Formula 1 Miami Grand Prix
Account Manager
BEST Crowd Management
Atlanta, GA
06.2020 - 01.2021
- Managed over 400 security and guest experience employees
- Operated and secured all stadium entry points and field areas
- Worked closely with our Georgia Tech clients to ensure staffing and game day readiness
- Staffed and managed over 50 campus athletic events including all home football and basketball games
- Helped implement and enforce Covid-19 stadium regulations and protocols
- Trained all staff on new Covid-19 stadium policy and guest interactions
- Addressed problems with invoicing and billing to maintain and enhance client satisfaction.
Stadium Operations Manager
Charleston RiverDogs
01.2019 - 06.2020
- Managed all 70 home games and special events held at Joe Riley Park stadium
- Assisted in managing capital improvement projects. (Ballpark renovations, creation of new hospitality areas)
- Assisted in managing a $200,000 Operations department budget
- Managed over 200 game day staff employees (ushers, parking attendants, ID checkers, ticket scanners)
- Assisted with partnership activations for Kubota and JaniKing, the first partnership deals department history
Aircrew Flight Equipment Technician
South Carolina Air National Guard
09.2011 - 08.2018
- Worked Directly with F-16 pilots on personal flight equipment
- Made detailed and routine inspections on pilot gear such as helmets, oxygen masks, parachutes, etc., through the technical order of the Air force
- Maintained, inspected, adjusted and packed aircrew flight equipment.
Football Operations Intern
Carolina Panthers
07.2018 - 08.2018
- Assisted with team move from Bank of America Stadium to Wofford College
- Transported and accompanied players and scouts to and from the airport
- Set up dormitories and rooms for all player, coaches, and front office staff
- Assisted football operations staff with any miscellaneous tasks to run training camp efficiently
Operations Administrative Intern
Charlotte Motor Speedway
01.2018 - 05.2018
- Matched purchase orders with invoices to pay vendors
- Managed file cabinets and kept office records properly filed
- Answered phone calls, emails, and completed miscellaneous task
- Assisted operations team with race day set and event management.
Guest Relations Associate
Carolina Panthers
08.2017 - 12.2017
- Assisted game attendees in navigating the stadium and seat location
- Scanned tickets at entry gates and greeted game attendees
- Monitored stadium seating sections for game attendee misconduct and misbehavior
Education
Bachelor of Science - Sport Management
Winthrop University
Rock Hill, SC2018
Skills
- Extensive group/team work experience
- Proficient in Microsoft office
- ABI Mastermind
- Budget Management
- Event Management
- Stadium Management
- Team Training
- Management collaboration
- Relationship building and management
Timeline
Manager, Guest Experience
Charlotte Hornets
10.2022 - Current
Operations Manager
BEST Crowd Management
06.2022 - 10.2022
Assistant Account Manager
BEST Crowd Management
03.2021 - 06.2022
Account Manager
BEST Crowd Management
06.2020 - 01.2021
Stadium Operations Manager
Charleston RiverDogs
01.2019 - 06.2020
Football Operations Intern
Carolina Panthers
07.2018 - 08.2018
Operations Administrative Intern
Charlotte Motor Speedway
01.2018 - 05.2018
Guest Relations Associate
Carolina Panthers
08.2017 - 12.2017
Aircrew Flight Equipment Technician
South Carolina Air National Guard
09.2011 - 08.2018
Bachelor of Science - Sport Management
Winthrop University