TANYA SOLER

• Successful in implementation of white glove service style and concierge approach across Customer Success Department
• Supports Sales as account maintenance and retention director post account opening, cross-selling account holders and providing customer facing and back-end support.
• Creates, executes and manages internal and external special event logistics and operations .
• Assists customers with onboarding and product setup to foster successful adoption and usage.
• Creates and monitors client requests and follow-ups.
• Generates reports through service level metrics and team Key Performance Indicators communicating results to stakeholders to provide insights into customer service team success and returns monthly, quarterly, annually.
• Establishes strong relationships with high profile clients, fostering increased customer loyalty.
• Utilizes customer feedback to inform changes and improvements to current operations processes and client facing platforms.
• Creates and maintains comprehensive customer success documentation for internal use.
• Plays instrumental role in client retention by working escalated issues, with operational teams for proper resolution and client satisfaction.
• Close collaboration with Marketing Team to serve as voice and ears of customers, ensuring development of relevant content across online platforms and social media publications.
• Recruits, interviews ,hires, and trains employees and implemented mentoring program to promote positive feedback and engagement..
• Develops comprehensive training program for new hires and continuing development programs for current team members
• Leads process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitors individual and team metrics and has developed actionable insights to improve efficiency and performance through 1:1s, weekly meetings , quarterly reviews.
• Establishes performance goals for employees and provides feedback on methods for reaching those milestones.
• Launched Service Team Campaign to drive positive online reviews resulting in an average of 4.5-4.8 across multiple review platforms.
• Develops actionable insights to improve efficiency and performance
• Manages department of 6- 8 team members averaging 150-200 calls a day in high volume cycles, service tickets and processing duties resulting in an average of 95% Service Levels and 4.8 CSAT scores.
• Participates in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
• Manages existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Leads process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

• Coordinated schedules and timelines for events.
• Utilized project management skills to keep events on track while meeting deadlines and staying within budget parameters.
• Managed logistics for successful events, including venue selection, contract negotiation, and coordinating with vendors.
• Adapted quickly to unforeseen circumstances or changes in the event landscape, implementing contingency plans as needed.

Currently still consulting as Senior Event Designer

• Led cross-functional teams to successfully plan and execute large-scale corporate events.
• Oversaw all aspects of event logistics, from registration to post-event follow-up activities.
• Designed creative event themes that resonated with target audiences and enhanced brand image.
• Delivered memorable events by incorporating cutting-edge technology solutions such as virtual reality experiences or interactive displays.

• Coordinated schedules and timelines for Corporate & Social events of 20 to up to 5,000 guests.
• Arranged availability of audio-visual equipment, transportation and displays for various types of events.
• Coordinated with participating vendors during event planning.
• Managed event logistics and operations.
• Performed event coordination for larger parties and gatherings.
• Established working relationships with clients by organizing various events.
• Conferred with event staff at event site to coordinate details.
• Performed face-to-face meetings to finalize contract for services and event details.
• Brainstormed and implemented creative event concepts and themes.
• Managed administrative logistics of events planning, event booking, and event promotions.
• Communicated with catering, lighting and sound companies to obtain price quotes.
• Coordinated florists, photographers, and musicians for events.
• Consulted with customers to determine objectives and requirements for events.
• Evaluated and selected service providers and vendors according to customer requirements.
• Developed post-event reports to determine effectiveness of each event.
• Inspected event facilities to confirm conformance to customer requirements.
• Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.
• Determined need for, and sourced event insurance and permits as needed.
• Created contingent plans in preparation for possible unexpected circumstances including but not limited to: venues, staff, entertainment,services.

• Managed restaurant/bar operations and trained and supervised staff to provide highest level of customer service.
• Experienced in turn around in guest satisfaction over 80% patron increase over time.
• Marketing and Promotional Program Design.
• Managed payroll, daily deposits, cost control.
• On the floor customer facing management.
• Arranged, sourced and implemented regular entertainment schedules, organized and managed special events, following client specifications to enhance satisfaction.
• Collaborated with Chef through Menu creation and curating.
• Weekly/monthly Inventory & Food & Beverage costs.
• Staff interviewing, hiring, training & scheduling and labor costs.
• High Standards in Quality Control.
• Ordering of all supplies, close collaboration with Chef for food and beverage orders.
• Compliance with Health Department Standards and City Ordinances.