DELIVER WORLD-CLASS EXPERIENCES.
ABOUT CLAY.
I grew up in the great little ski town of Durango, Colorado, USA. Throughout my childhood, my family would visit theme parks and waterparks, where I became entranced with the idea of creating magic for others. After proudly graduating from Durango High School, my life’s journey took me to Italy—the land of my ancestors. I spent several transformative years reconnecting with my family’s heritage. The Italian culture, food, language, and lifestyle captivated me, leaving a lasting impression that I carry with me to this day.
Back in the United States, I pursued my education at Utah Valley University in the state of Utah. During my studies, I worked at the area’s premier waterpark, where I was fortunate enough to meet the love of my life—a talented redhead who now runs her own award-winning photography business. Together, we are raising three vibrant daughters who share my enthusiasm for the attractions industry.
In 2019, we embarked on a new adventure, relocating to The Woodlands area in Greater Houston, Texas. Here, we cherish the rich cultural diversity, enjoy beach and pool days, and savor the wide array of cuisines that make our lives so fulfilling. This blend of professional and personal experiences shapes who I am and fuels my passion for creating memorable experiences for others.
CAREER HIGHLIGHTS.
Throughout my career, I have had the privilege of holding executive leadership roles in Customer Experience within the attractions industry, including theme parks, waterparks, and location-based entertainment venues. I have been fortunate to work on pioneering and scaling some of the most immersive attractions in the industry. My specialization in bridging gaps between siloed teams with intentional initiatives has effectively reduced customer churn, boosted satisfaction, and engaged employees.
My background in immersive attraction strategy development and execution spans customer acquisition, retention, journey mapping, and human-centered design thinking. Additionally, I have hands-on experience in organizational development, change management, UX design, policy and procedure design, and creating comprehensive training programs.
I hold certifications in Hospitality & Tourism Management from Florida Atlantic University, Post-Crisis Hospitality Management, and Diversity, Equity, and Inclusion from the University of South Florida, along with training in the 7 Habits of Highly Effective People by FranklinCovey. My experience is further enriched by participating in Disney’s Accelerator Program, completing Disney’s Programs & Internships, and studying Business Management at Utah Valley University.
EDUCATION & TRAINING
Certified in Diversity, Equity, and Inclusion by University of South Florida, 2021
Certified in Post-Crisis Hospitality Management by University of South Florida , 2020
Certified in Hospitality & Tourism Management by Florida Atlantic University, 2020
Participated in Disney’s Accelerator Program, 2017
Certified in 7 Habits of Highly Successful People by FranklinCovey, 2013
Studied Business Management at Utah Valley University, 2015
Completed Disney College Program internship for Disney’s Programs & Internships, 2011
AWARDS & NOMINATIONS
Themed Entertainment Association THEA Award, 2022
JUMP by Limitless Flight
Outstanding Achievement - “Connected Immersion”, Winner
Silicon Slopes Hall of Fame & Awards, 2022
JUMP by Limitless Flight
Media & Entertainment, Winner
IAAPA Brass Ring Award, 2021
TYPHOON TEXAS WATERPARKS | PYEK GROUP
Best Innovation for Training Program, Finalist
Best Television or Digital Commercial, Finalist
Wave Review Awards, 2021 - Marketing Excellence
TYPHOON TEXAS WATERPARKS | PYEK GROUP
Billboard, Winner
Print Media, Winner
Social Media Campaign, Winner
YouTube Campaign, Winner
VR Awards, 2019
THE VOID
Out-of-Home VR Entertainment of the Year, “Ralph Breaks VR”, Finalist
VR Awards, 2018
THE VOID
Out-of-Home VR Entertainment of the Year, “Star Wars: Secrets of the Empire”, Winner
VR Awards, 2017
THE VOID
Out-of-Home VR Entertainment of the Year, “Ghostbusters™: Dimension”, Winner
The Lumiere™ Award, 2017
THE VOID
Best VR Film Experience, "Ghostbusters™: Dimension"
PROJECTS & INITIATIVES
Above the Bar Excellence
90% CSAT Score for customers reporting Satisfied to Very Satisfied vs an industry average of 74.4%.
58 Net Promoter Score® versus the industry average of 45.
93% ESAT Score of employees reporting Satisfied to Very Satisfied versus an industry average of 67.3%.
Broke Revenue Records
Directed multi-pronged strategies and comprehensive action plans to beat key YOY daily revenue records by an average of 40.6% despite following a year of uncertainty due to a global pandemic.
Operating in the New Normal
Spearheaded initiatives in partnership with the Texas Governor’s Board to reopen attractions, hospitality & tourism locations during the COVID-19 pandemic in Texas. Assisted in leading the industry in Texas by opening promptly and with financial success amidst economic uncertainty.
Global Scale & Growth
Launched 10 location-based entertainment venues globally over 24 months with limited resources against extremely tight deadlines that were both critical and financial successes. Key markets included Times Square, Dubai, Orlando, Anaheim, and Las Vegas.
Engaged & Motivated Teams
High employee engagement at 4.9/5 stars on a 2017 Q3 anonymous team survey by empowering frontline leadership to host regular, meaningful one-on-one employee status reviews.
Proven Processes
Increased guest satisfaction from 2.7/5 stars to 4.6/5 stars over four months time by simplifying guest recovery policies, polished training program, and empowering employees to resolve service failure.