Luke Koch

• Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
• Fostered open lines of communication among team members encouraging collaboration towards shared departmental goals.
• Established strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
• Conducted regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.
• Established strategic partnerships with external vendors, broadening service offerings while maintaining quality standards.
• Collaborated with cross-functional teams to optimize service offerings and drive business growth.
• Streamlined communication channels for increased efficiency and better overall customer satisfaction.
• Maintained thorough understanding of industry trends allowing early identification of potential opportunities or challenges.
• Spearheaded initiatives aimed at streamlining processes, leading to increased operational efficiency and cost savings.
• Developed metrics-driven approach for evaluating Experience Manager performance against set benchmarks.
• Implemented best practices for issue resolution, minimizing response time while maximizing client satisfaction.
• Responded proactively and positively to rapid change.
• Investigated and resolved customer inquiries and complaints quickly.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
• Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Checked and verified photo identification prior to granting facility access.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Reported suspicious activities and persons to law enforcement.
• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
• Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
• Improved overall security by conducting regular patrols and monitoring surveillance systems.
• Screened individuals and prevented passage of prohibited articles into restricted areas.
• Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
• Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
• Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.

• Implemented quality assurance measures designed to catch errors before they reached customers, minimizing negative impacts on the user experience.
• Spearheaded process improvements that led to increased accuracy in issue resolution while maintaining exemplary levels of customer service.
• Collaborated with marketing to develop promotional materials that improved brand perception among customers.
• Optimized the use of CRM software, ensuring accurate tracking of customer interactions and enhancing overall team performance.
• Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
• Streamlined customer service processes, resulting in reduced wait times and increased efficiency.
• Resolved complex customer issues by collaborating with other departments and finding creative solutions.
• Championed the adoption of new customer service technologies to improve efficiency and stay ahead in an ever-evolving industry landscape.

I work regular home games and private events at Lower.com Field and Historic Crew Stadium as an experience team lead. I also supervise at the large events and festivals they produce (Sonic Temple, Break Away Fest, ect.)

• Managed budgets and negotiated contracts with vendors, ensuring cost-effective event execution.
• Streamlined event planning processes by implementing efficient project management strategies.
• Implemented innovative event themes and designs to create memorable experiences for attendees.
• Established relationships with key stakeholders, fostering long-term partnerships for future collaborations.
• Increased client satisfaction by consistently delivering well-executed events within budget constraints.
• Recruited trained, and managed teams of volunteers to assist with event operations and logistics.
• Oversaw logistics for multi-day events, including accommodations, transportation, and scheduling.
• Collaborated closely with clients throughout the planning process to ensure their vision was accurately reflected in the final product
• Ensured smooth transitions between program elements at live events through effective stage management techniques.
• Utilized social media platforms to engage potential attendees and promote upcoming events effectively.
• Delivered prompt payment for event vendors, venues, staff and transportation providers.
• Developed marketing materials and promotional campaigns to maximize event attendance and experience.
• Negotiated contracts with venues to secure favorable terms, optimizing event profitability and attendee experience.
• Utilized feedback from attendees to refine and improve event offerings, solidifying organization's reputation for excellence in event management.
• Tailored event themes and content to resonate with target audiences, achieving high levels of attendee engagement and satisfaction.
• Enhanced team collaboration by developing comprehensive communication plans that kept all stakeholders informed and engaged.
• Cultivated culture of innovation within event team, leading to creation of award-winning event concepts.

This is my self developed company that I started in 2009. I have managed, developed, booked and promoted over 500 shows in my venture and managed/consulted with over 100 artists in one way or another. I also did independent tour management and stage production for the Rockstar Energy Mayhem Festival and The Jagermeister Music Tour.