Emily Wagner

As a Burton Guide, I determine customer needs via phone, email, and online chat to quickly establish a solution and solve the problem at hand. In my second year as a Guide, I transitioned to a leadership role as a team lead for 22 basecamp guides. My duties include training, improving processes, coaching, and being readily available for questions and customer escalations. Educating customers about Burton, Analog, and Anon products that are most suitable to their needs is a crucial part of my role. I also spent my own time working directly with the social media team to manage the Burton, Burton Snowboards, and Anon online social communities by responding to direct messages, searching for UGC, and replying to public comments on Facebook, Twitter, and Instagram.

At KW Content I learned how to be a team player while also working independently and managing my own workload. We worked with mission-driven brands who want to do good for the world and provide an honest product to their customers. My responsibilities as a content coordinator for these brands included community management, social post scheduling, copy writing, and engaging story creation. I also took on the role of Production Assistant at brand partner photo shoots. In this role I kept our team on track to complete all needed shots in a timely manner, while ensuring each shot had all of the required planned elements. I also discovered a new skill of food styling through this role.

From my first day on the job I was eager to learn and take on as many responsibilities as I could handle. This granted me the opportunity to become my teams "left hand" and "go to" person as I excelled. I assist the Director of Sales and 6 Sales Managers in servicing their clients many needs. This varies from creating contracts for outside companies/organizations, conducting client site inspections, anticipating amenity deliveries, planning biannual FAM's, and coordinating the teams travel needs. I answer phone calls on a daily basis which often makes me the face of Nemacolin to prospective clients. After being in my position for 4 months I transitioned into the role of the data and report guru. I keep track of each Sales Managers goals and incentive payouts as well as keeping the team on budget. Each sales manager has a room night and revenue goal to meet each month/quarter/year that must be accurate and has greatly improved my attention to detail.

I've worked at Willi's for almost 7 years and have gained many valuable relationships with the employees and customers that I am eternally grateful for. Most recently, our Marketing/Communications/Technical Writer endorsed me to a K2 Rep to be part of their Women's Alliance. The goal is to raise awareness of the company and build the women's line back to where it used to be by attending pro nights and connecting with customers at sales and on the slopes - all while being an ambassador for Willi's. Some of my typical duties at the shop include: • Providing an exceptional experience for customers by guiding them to the most appropriate product • Attending various clinics to further my knowledge about the products carried in the store • Demonstrate satisfying results when dealing with problematic situations • Fulfill all assigned duties in a timely manner