Alyssa R. Nelson

National Client Relations Director for Citadel @Forrest Solutions

Miami, FL, US

Lead & develop workplace hospitality & office services team (over 85 employees) owning first-class experience & service, projects, & initiatives, including Front Desk Reception & Concierge, Phone Switchboard, Administrative Support, Mail/Reprographics, Event/Conference Center Management, & Guest/Candidate Experience support for National Citadel Offices (Miami, NYC, Chicago, San Francisco, Washington D.C, Boston, Greenwich, Dallas, Austin, Houston, Louisville)• Strategize from forecasted Scope of Work & annual budget utilizing Key Performance Indicators, metrics, & Service Level Agreements to create, train & enhance on Standard Operating Procedures, while consulting on & presenting business solutions, partnership strategies, client feedback analysis, & customer service recommendations to build, improve, provide operational uplift for experience & service implemented on-site & virtually based on data and trend forecasting for client advocacy• Collaborate with cross-functional teams to establish systems, policies & procedures to execute Workplace experience deliverables with evolving support while enhancing the operation & customer journey including End User Support, Procurement, Technology, Audio/Visual, Facilities, Global Security, Food & Beverage, Porter Services, Janitorial, etc to enhance client experience & hospitality program.