RICHARD NESS

(818) 524-8595, richardandrewness@gmail.com Award-winning customer service executive with 20+ years of building brand loyalty by creating memorable customer experiences. Inspirational leader with proven ability to leverage individual strengths.

PROFESSIONAL EXPERIENCE CARUSO AFFILIATED Management company specializing in luxury shopping centers and residences 2007 2011

Corporate Director, Customer/Concierge Service (2008 2011) Worked with EVP and SVP of Operations to create the best service amenity available in any luxury lifestyle center nationwide. Responsible for creating and launching new service initiatives as well as overseeing consistent delivery of five-star guest service at all properties. Managed a team of 35. Recruited and trained opening concierge team of 50+ (concierge, foodservice, etc.) for The Americana, a $400 million lifestyle center in Glendale, CA. Opening received national coverage The Today Show and attracted 500,000 visitors. Created and implemented platinum level of service, focusing on genuine care for all service touch points. Service voted best shopping amenity in Los Angeles by Los Angeles magazine. Created boutique call center that transitioned from single property to company wide. Call volume in excess of 15,000 calls per month with service level consistently at 98% customer satisfaction. $3M of annual gift card sales achieved by incentivizing teams. Developed strategic plan to offer full service Concierge as an amenity at LAX. Proposal included VIP Concierge Service offered to all travelers that was projected to generate $2M annually. Director of Customer/Concierge Service, The Grove (2007 2008) Revitalized and restructured service amenity for this upscale town center. Managed a core group of 15 and approximately 100 seasonal employees. Upgraded VIP service which attracted Hollywoods A List. Elevated the service which resulted in a 20% increase in loyalty rewards membership. Hired, trained and motivated seasonal teams that swelled to over 100 for holiday season, maintaining incomparable service standards with temporary personnel. Generated $600K in annual revenue through the creation of an incentive program for Platinum loyalty members. DOUGLAS EMMETT, INC. 1995 2007 One of the largest operators of Class A office buildings and residential properties in Los Angeles. Director of Customer Service (2002 2007) Oversaw consistent delivery of exemplary service for all tenants. Created and implemented tenant satisfaction surveys which served as catalyst for improving every level of the tenants experience. Developed and launched customer service training for 500 employees which created consistently high standards. Wrote monthly newsletter, A Key to the City which provided area and entertainment recommendations.

Director of Concierge Services (1996 2002) Managed a team that served as Building Ambassadors, assisting all clients, from executives to support personnel. Managed annual ticket sales of $500,000, coordinating remote sales. Crafted signature Concierge Services program servicing more than 40,000 clients at 45 commercial office towers which resulted in a higher lease and occupancy rate. Conceived and executed over 60 special events annually from 200 to 2,000+ attendees with annual budget of $500,000. Increased renewal rate by average of 12% by proactively engaging tenants to identify and solve issues prior to lease renewals. Created multiple networks among buildings to highlight tenants business and services in order to promote cross-selling. Corporate Concierge (1995 1996) Provided high-end services to office towers usually associated with luxury hotels. Designed customer itineraries upon request, provided entertainment suggestions and made all tenants feel as if they were VIPs. Rolled out concierge services to new and existing properties.

EDUCATION BA Degree, UCLA, Los Angeles, CA ADDITIONAL EDUCATION Disney Institute Graduate, Certificate of Leadership Excellence, Anaheim, CA AWARDS Recipient of The Outstanding Visionary Award given for best Brand Ambassador (Caruso Affiliated) Outstanding Leadership Award (Caruso Affiliated) AFFILIATIONS Member, Los Angeles Society of Corporate Concierge Gold Key Partner, Los Angeles Concierge Association Write service-related blog at www.saydofeel.com Say. Do. Feel. Creating Memorable Service