Resume
I specialize in crafting transformative luxury experiences that seamlessly connect physical and digital touchpoints. With expertise in luxury hospitality, customer experience, and product innovation, I help brands elevate customer interactions into meaningful, high-value experiences that drive loyalty and set new market standards. My background spans VIP hospitality at The Mirage, product development at Mattel, and brand experience design—allowing me to bridge service, design, and innovation to create next-level luxury experiences.

Customer and Brand Experience Specialist
Freelance, Consulting & Contract| April 2012 - Present
Managed end-to-end customer relationships, ensuring 90%+ retention rates through proactive engagement and problem-solving.
Acted as the primary point of contact for clients, ensuring smooth communication, expectation management, and issue resolution.
Developed structured project workflows, introducing a research-driven approach that improved customer satisfaction and reduced delays.
Implemented customer engagement strategies (personalized follow-ups, milestone check-ins), leading to an increase in repeat business.
Resolved customer concerns efficiently, achieving high satisfaction scores and ensuring long-term partnerships.
Brand Strategy & Customer Engagement
Drove 100% revenue growth for a boutique retail brand by leading a full rebranding strategy focused on customer engagement and brand experience.
Conducted customer journey analysis & UX research, optimizing key touch points (store signage, digital communication, and website experience) to increase engagement and loyalty.
Increased customer walk-ins by 50% through strategic storefront updates and improved brand positioning.
Boosted online sales & engagement by 50% by implementing community-driven social media strategies, including customer feature campaigns and interactive giveaways.
Strengthened customer retention & repeat purchases, helping the business owner triple revenue in peak months through loyalty-focused brand initiatives.
Client Engagement & Sales
Custom Art E-Commerce and Boutique Retail
Increased customer loyalty (90% retention) by ensuring seamless, personalized Managed full-cycle sales and customer relationships, ensuring seamless ordering, customization, and on-time delivery for both online and boutique retail clients.
Achieved 80-90% customer retention, building long-term relationships through personalized engagement, proactive communication, and tailored solutions.
Led customer experience & support operations, resolving inquiries, recommending custom products, and ensuring high satisfaction rates.
Implemented upselling & cross-selling strategies, increasing average order value and boosting revenue from repeat buyers.
Coordinated with vendors and suppliers to maintain product quality and fulfill custom orders efficiently.
Developed customer engagement strategies (social media interactions, personalized follow-ups), driving loyalty and increasing repeat purchases.

Development Designer (Stakeholder & Cross-Functional Collaboration)
Mattel Inc. | El Segundo, CA Dec 2010 – April 2012
Enhanced product usability based on direct customer feedback, leading to higher satisfaction ratings and improved reviews.
Conducted customer insight analysis from product testing, identifying pain points and implementing design improvements that boosted engagement and repeat purchases.
Led product refresh initiatives, refining aesthetics and functionality to align with customer preferences, improving brand perception and market appeal.
Collaborated with cross-functional teams (designers, engineers, manufacturers) to ensure products met both user expectations and business objectives.
Streamlined stakeholder communication, introducing structured feedback loops that improved alignment across teams and enhanced production efficiency.
Presented customer-driven insights to senior leadership, driving product enhancements that resulted in increased retention and positive brand feedback.



VIP Guest Experience Specialist | Brand Representative 
Contract and Freelance | Las Vegas, NV and Los Angeles, CA July 2007 – December 2010
Event & Brand Experience Representative for brands at industry events and magazine photoshoots, maintaining brand image and ensuring a strong public presence.
Represented 944 Magazine at high-profile industry events, acting as the public face of the company and building relationships with VIP clients, luxury brands, and high-profile guests to enhance brand visibility and engagement.
Facilitated vendor and stakeholder communications, supporting executive operations and ensuring seamless collaboration across teams.
VIP Guest Experience Specialist at The Beatles Revolution Lounge (Mirage Casino), providing high-touch hospitality, managing guest experiences, and ensuring smooth operations for high-profile clientele.
Worked on marketing and design projects, contributing to brand messaging and promotional materials for various campaigns.

EDUCATION AND TRAINING
BFA in Design – California College of the Arts
Courses & Certifications:
Customer Experience (CX) Foundations Certificate– LinkedIn Learning
Google's UX Foundations Certificate - Coursera
B2B Sales Foundations – LinkedIn Learning

CORE SKILLS
Customer Success & Retention
Client Relationship Management
Problem-Solving & Conflict Resolution
Account Management & Follow-Ups
Project Management & Process Optimization
Consultative Sales
Software:  IOS MAC & Devices, MS Outlook & Word, Apple Pages & Numbers, Adobe Creative Suite, HubSpot (basic)
Foreign Languages: Fluent in Norwegian, proficient in Swedish, and written Danish
Brands I've worked with:
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