Kristen Osteen
Fredericksburg,VA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Proficient with Microsoft Word, Power point, and Publisher, Excel Spreadsheets and more. Proficient with managing multiple projects at one time, time management- able to have reports in before due date. Strive to be early and don't believe coming in late is professional or a good representation of myself. Confident that established background in guest services, handling money and working in environments where change is expected and flexibility is a must, aids in the acquired ability to be a good manager. Considerable experience working with all types of event organizers and people with varying expectations has provided the knowledge and ability to be an asset to Clark County. Enthusiastic worker who loves to see people happy with their experience.
Overview
7
7
years of professional experience
Work History
Manager of Member Services- VYSA
Virginia Youth Soccer Association
08.2019 - Current
- Responded to hundred's of customer calls and emails weekly to answer questions about VYSA, clubs and tournaments and services.
- Recommended specific training in alignment with individual needs, requirements and specifications for over 200 coaches.
- Tracked trends and suggested enhancements to both challenge and refine company's offerings.
- Interacted well with customers to build connections and nurture relationships.
- Trained 10 new employees on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented strategies, increasing training opportunities and effectively targeting new markets and members.
- Instilled staff engagement, gender diversity and cultural programs in addition to robust reporting that increased operational quality.
Sales Representative, UVA Ticketing Office
University Of Virginia
10.2017 - 07.2019
- Managed multiple customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Generated new leads through networking and attending sporting events that brought in 24% new clients.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Processed thousands of orders via telephone, email and online from official University website.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Kept detailed records of inventories, completed sales and customer information to enhance customer experiences.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Player Operations Intern
Orlando City Soccer Club
01.2016 - 10.2016
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
- Supported operations team with resource allocation and utilization for optimal expense control for three teams.
- Completed daily, weekly and monthly reports and paperwork on critical information impacting operations and players.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Set up of stadium and three locker rooms for game day for MLS, NWSL, and USL League teams .
- Assisted with training for Orlando City and Orlando Pride pre and regular season.
- Scheduled and organized travel and meals for teams while playing or training away.
Education
Bachelor of Science - Sports Management
George Mason University
Fairfax, VA05.2016
Skills
- Client Resolution
- Database Maintenance
- Member Services, Member Retention
- Operations Oversight- meeting agendas, committee and board presentations, travel arrangements and facility rentals
- Coordinate material and supply orders, equipment purchases and maintenance requests
- Management Training
- Budget Creation and Management
- Materials Planning and Logistics
- Customer Accounts Management
- Procedure development, implementation and reporting
Timeline
Manager of Member Services- VYSA
Virginia Youth Soccer Association
08.2019 - Current
Sales Representative, UVA Ticketing Office
University Of Virginia
10.2017 - 07.2019
Player Operations Intern
Orlando City Soccer Club
01.2016 - 10.2016
Bachelor of Science - Sports Management
George Mason University
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