NANNETTE EILAND

Dallas-Fort Worth, TX 817-***-**** ad1i7o@r.postjobfree.com www.linkedin.com/in/nannette-eiland

Customer Success Manager

Accomplished, top-performing customer success professional with notable expertise in cultivating exceptional customer experiences by fostering open communication, strengthening collaboration, and championing superior service delivery at every touchpoint in the customer journey. Leverages industry knowledge to provide executive-level consultations and serves as a trusted advisor to win new business, expand business with existing accounts, improve customer retention, and achieve measurable results. Proven success in planning, organizing, and managing seamless special events, including all aspects of food and beverage management.

AREAS OF EXCELLENCE

Account Management

Audio Visual Requirements

Budget Management

Customer Success

Event & Logistics Management

Food and Beverage Management

Group Housing

High Impact Communications

Inventory & Facility Management

Project Management

Guest Satisfaction

Team Leadership

Travel Arrangements

Vendor Management

Sales Management

HIGHLIGHTED ACHIEVEMENTS

Recruited, trained, and led an events team of 90+ employees and volunteers who facilitated more than 35,000 events annually across multiple campuses for one of the largest churches in North America.

Achieved a 98% customer satisfaction score while planning, coordinating, and executing more than 500+ events annually, which had a $50M economic impact for the City of Fort Worth and local businesses.

Managed all aspects of annual campaigns and events for group and leisure markets, food and beverage outlets, resort spa, retail outlets, and Glass Cactus Nightclub, including ICE, Lone Star Christmas, and Summerfest with 250,000+ attendees.

Cultivated strong client relationships and managed high-profile accounts for a five-star resort, and managed sponsorships with the Dallas Cowboys, Texas Rangers, and Texas Motor Speedway.

PROFESSIONAL EXPERIENCE

Senior Sales Manager ALOFT HOTEL Downtown Fort Worth April 2023 to September 2023

Served as the Senior Sales Manager for Aloft Hotel in Downtown Fort Worth.

Generated new business for events and conventions, including room sales, food and beverage, and catering services.

Booked corporate transient and group business to drive strategic growth and drive achieve hotel goals.

Collaborated with facilities, sales, catering, technology, security, and hospitality team's.

Established and maintained relationships with the Chamber of Commerce, Convention & Visitors Bureau, community leaders, civic organizations, local non-profits, and business leaders across Fort Worth

Developed and implemented sales and marketing strategies that ensure the achievement of the profit plan.

Inside Sales Senior Living Advisor A PLACE FOR MOM Fort Worth, TX (Remote) May 2022 to April 2023

Served as the Senior Living Advisor and excelled in assisting families in finding the right communities to meet their needs.

Served as the Senior Living Advisor and excelled in assisting families in finding the right communities to meet their needs.

Processed inbound, pre-screened leads for families interested in senior living communities and care options.

Served as a liaison between families, home care providers, and senior housing communities.

Achieved monthly goals and daily call benchmarks, scheduled tours, and converted leads into new business.

Sales Manager BROOKDALE SENIOR LIVING Fort Worth, TX December 2020 to May 2022

Served as the Sales Manager for this Senior Living organization.

Exceeded monthly sales targets and benchmarks by 20%, including prospect calls, tours, and overall sales revenue.

Developed and managed a pipeline of potential residents and updated the CRM with accurate information.

Collaborated with home health agencies and rehabilitation centers to increase referrals by 40% in the caregiving industry resulting in 25 new clients.

Created events and participated in local Chamber of Commerce and local industry networking events.

Director Convention Services VISIT FORT WORTH Fort Worth, TX January 2015 to March 2020

Served as the Director of Convention Services and provided strategic leadership for the Client Services team, facilitating 500+ meetings and events that generated over $50M in revenue for local businesses.

Served as the Director of Convention Services and provided strategic leadership for the Client Services team, facilitating 500 meetings and events that generated over $50M in revenue for local businesses.

Boosted customer satisfaction to 98% by delivering exceptional customer experiences, improving retention rates by 25%.

Planned, coordinated, and facilitated special events, more than 80 annual VIP events, team meetings, board meetings, corporate gatherings, conventions, tradeshows, galas, and quarterly conferences for hospitality partners.

Streamlined event planning processes, saving 10% in time and resources for clients and company.

Presented updates and project status to the executive committee, board members, city leaders, and elected officials.

Led the team to exceed KPIs by 10%, through performance reviews and coaching, resulting in a 10% increase in individual potential and a 15% improvement in overall productivity and promotion to Senior positions.

Managed department budget and upheld standards of fiscal responsibility to reach organizational goals.

Director of Event Administration GATEWAY CHURCH Southlake, TX September 2011 to January 2015

Served as the Director of Event Administration for one of the largest churches in North America. Recruited, trained, and led a dynamic team of 45 part-time event staff and 50+ volunteers who orchestrated events with attendance exceeding 25,000

Directed day to day event operations, including budgetary oversight, policy creation, process improvement, service delivery, performance management, vendor management, contract negotiations, and logistics.

Managed event calendars for multiple campuses that housed schedules for 35,000 events per year, including conferences, meetings, retreats, board meetings, special events, volunteer appreciation, and community outreach.

Executed event management documentation and event schedules for 8 Gateway campuses: increased campus engagement by 25%.

Coordinated travel, hotel accommodations, transportation, catering, marketing, signage, displays, and security for events.

Senior Marketing Manager GAYLORD TEXAN RESORT & CONVENTION CENTER Grapevine, TX 2006 to 2010

Served as the Senior Marketing Manager of a world-class, five-star resort and convention center. Managed high-profile account relationships with customers, including the Dallas Cowboys, Texas Motor Speedway, and Texas Rangers.

Achieved a 20% increase in bookings and ticket sales by spearheading marketing strategies for high-profile clients like the Dallas Cowboys, Texas Motor Speedway, and Texas Rangers in my role as Senior Marketing Manager.

Developed, created, and executed innovative marketing strategies that exceed revenue and non-revenue goals.

Devised and implemented highly successful annual campaigns and events for group and leisure markets, food and beverage outlets, resort spa, retail outlets, and Glass Cactus Nightclub. Achieved record-breaking 250,000 attendees at ICE, Lone Star Christmas, and Summerfest, leading to significant revenue growth and enhanced brand reputation.

Directed fulfillment of all sponsorships, including the Dallas Cowboys, Texas Motor Speedway, and Texas Rangers.

Managed a $1M annual marketing budget and secondary resources, including trade and ticket bartering.

Served as the Special Events and Entertainment Manager and managed day to day operations of concerts and events.

EDUCATION & CERTIFICATIONS

Texas Real Estate License, 2016 (current)

Certified Tourism Ambassador (CTA) 2015-current

Tarrant County College, completed coursework in Business Administration and Journalism

TECHNICAL SKILLS

Adaptive Insights, Adobe Acrobat, Canva, Certify, Concur, Cvent, EMS Software, Event Temple, Excel, Google Suite, LightSpeed, Microsoft Office Suite, Mojo, Simpleview CRM, Slack, Tableau, Teams, WordPress, Zoom, BaseCamp

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