Luke DeFeis: Senior Marketing Manager in Park City, UT

Serviced and attracted customers by helping select products from Burton, Analog, and Anon product lines. Provided support for order and warranty concerns via phone, email, online chat, Apple FaceTime, and text. Answered 250+ emails and 150+ calls weekly while maintaining an average customer satisfaction rating of 4.8/5. Assisted with streamlining US and Canadian returns. Compiled phone, live chat, and text statistics for weekly reports to be presented to the entire Direct-to-Consumer department. Bolstered department performance by developing more efficient departmental procedures. Implemented and managed scheduling system for 14 Guides and reception coverage. Redesigned, launched, and executed a new three-week seasonal hire training schedule. Expressed the voice of the Burton end-user for internal teams to deliver enhanced customer experience. Utilized SAP, ZenDesk, Salesforce, Kount, NoFraud, Yotpo, PLM, and Cardinal software programs. 2018 Burton US Open Digital Content Manager: Built and deployed all content to the US Open app and events website during the US Open using Greencopper GoManager and Wagtail. Provided photography content to creative and media team.

Helped create energy and excitement around Apple products, provided the right solutions for customers and got the products into their hands. Was the first person customers met when entering the store and the person who guided them — advising, selling, and setting up their new products. Performed other roles within the store, including maintaining visual merchandising standards and assisting other team members.

Buttermilk built is famous for hosting the ESPN Winter X Games through 2019 and being voted #1 by Transworld Snowboarding Magazine Reader’s Poll for Best Park and Pipe four out of the last five years. Performed morning set-up, daily maintenance, and end-of-day sweep and tear-down of the Terrain Parks. This includes feature inspection and maintenance, reporting injuries to ski patrol, assisting at and securing accident scenes, special event set-up and tear-down (Winter X Games, Aspen Freeskiing Open, Red Bull Double Pipe, Buttermilk Rail Jam, Red Bull Performance Snow Camp, and the Aspen 2014-2015 Mind Body Spirit Ad Campaign/Highlands Jump Shoot), and maintaining guest relations within the Terrain Park.