Nikki Drake
ASM Sports Group
17
years of professional experience
Experienced operations and client success leader with 10+ years of experience managing remote teams, improving processes, and creating exceptional customer experiences. Collaborative leader with experience partnering across sales, operations, product, and compliance to create exceptional client experiences.
Work History
Placement Department Manager
5 Years 11 Months- Promoted to lead the company's Placement Department, overseeing the end-to-end client experience for student-athletes after enrollment.
- Managed placement pipeline for hundreds of student-athletes, ensuring consistent communication and timely service delivery to generate coach interest.
- Lead and coordinate a cross-functional team while working closely with the Sales Department to ensure smooth client transitions and exceptional customer service.
- Directed onboarding process for all new clients, establishing workflows and service timelines to enhance client experience.
- Oversee client financial tracking, account status, and service fulfillment to ensure contractual obligations are met.
- Manage the department's primary support inbox, resolving client concerns and maintaining high customer satisfaction.
- Spearheaded the redesign of client communication processes, resulting in a 60%+ reduction in customer returns through improved engagement and service transparency.
- Played a key role in developing the company's athlete portal and mobile app, helping design athlete profiles, workflows, and operational processes to improve the client experience.
- Organized and maintained coach databases and recruiting information to streamline internal systems and support athlete placement success.
International Admissions & Compliance Advisor
5 Years 11 Months- Cultivated relationships with international educational partners, athletic organizations, and college coaches to recruit diverse, talented student-athletes.
- Coordinated with university athletic departments and admissions offices to streamline international student-athlete admissions and ensure compliance with NCAA, NAIA, and NJCAA regulations.
- Reviewed financial affidavits and immigration documentation to ensure compliance with U.S. visa regulations and the issuance of I-20 forms.
- Evaluated and translated international academic transcripts through credential evaluation services, enhancing accuracy and supporting student admissions.
- Built and maintained relationships with international educational partners, athletic organizations, and college coaches to identify and recruit talented student-athletes from diverse countries and sports backgrounds.
- Evaluated and translated international academic transcripts using credential evaluation services including SpanTran and InCred.
Event Coordinator and Restaurant Manager
4 Years 11 Months- Orchestrated seamless execution of 20+ weddings, 100+ corporate events, and 200+ social gatherings with budgets ranging from $1K to $30K; exceeded client expectations by delivering personalized experiences that generated 30%+ repeat business year-over-year.
- Coordinated event planning, logistics, vendor management, and customer service to ensure seamless execution and deliver exceptional guest experiences.
- Oversaw restaurant operations, managing staff hiring, training, performance, menu development, inventory control, and customer service in fast-paced environment.
Room Service Coordinator
1 Year 2 Months- Collaborated with culinary and service teams to manage food and beverage production, order management, and delivery logistics, enhancing guest satisfaction and encouraging repeat business.
- Catered to VIP clients by overseeing personalized room service experiences and managing special requests for custom celebrations and events, ensuring exceptional guest experiences and fostering long-term loyalty.
Event Manager and Assistant to Vice President
1 Year 8 Months- Planned and executed high-profile events as an Event Manager on a private yacht, coordinating all logistics, including event concept development, vendor management, budgeting, and on-site coordination.
- Collaborated closely with clients, yacht crew, and vendors to create unique and memorable events, including weddings, corporate functions, and social gatherings, resulting in positive feedback, repeat business, and increased yacht charter bookings.
Assistant Manager
2 Years 6 Months- Supervised and trained a team of 10 in all aspects of restaurant operations, including inventory control, financial reporting, and customer service, as an assistant manager for a golf course restaurant.
Education
BA - Business Administration, Sports Business Management
Skills
Client relations
Customer engagement
Effective organization
Collaborative team management
Experienced with Google Workspace tools
Effective team contributor
Proficient in PipeDrive CRM
Timeline
Placement Department Manager
ASM Sports Group
09.2020 - CurrentRead More
International Admissions & Compliance Advisor
ASM Sports Group
09.2020 - CurrentRead More
Event Coordinator and Restaurant Manager
The Beach Club (LW Golf Course)
01.2015 - 12.2019Read More
Room Service Coordinator
Four Seasons Resort
04.2014 - 06.2015Read More
Event Manager and Assistant to Vice President
Majestic Princess Cruises, Inc.
08.2012 - 04.2014Read More
Assistant Manager
E.R. Bradley’s “Hole in One”
02.2010 - 08.2012Read More
Northwood University
BA from Business Administration, Sports Business Management
Read More