David Alan
RALEIGH,NC
Summary
Dynamic and high-energy Event & Employee Experience professional with a robust background in event planning, people development, and fostering inclusive workplace cultures. Proven expertise in managing an inclusive café within a corporate headquarters, orchestrating community events, and training teams of over 800 employees. Recognized for a people-first leadership approach, innovative themed experiences, and transforming workplaces into welcoming environments that enhance employee engagement and satisfaction. Committed to creating impactful experiences that resonate with diverse audiences and promote a sense of belonging.
Overview
20
20
years of professional experience
Work History
Store Manager I / Workplace Experience Partner
321 Coffee – Pendo Café
Raleigh, NC
07.2023 - Current
- Manage daily operations of a specialty coffee shop embedded in a corporate HQ, acting as a visible culture ambassador.
- Plan and execute themed drink promotions and in-store activations that align with company events and seasons.
- Coach and support a diverse team of baristas, including individuals with intellectual and developmental disabilities, using strengths-based feedback and clear communication.
- Partner with corporate contacts to support meetings, celebrations, and office events, coordinating timing, orders, and service.
- Handle customer escalations with empathy and professionalism, maintaining a warm, inclusive environment for all guests.
- Ensure consistent quality, cleanliness, and safety standards while modeling a welcoming, community-focused culture.
Owner / Author / Event Host
T-Rextra! Inc.
Raleigh, NC
08.2020 - 01.2024
- Created and managed a children’s book brand promoting inclusion and self-acceptance.
- Wrote, illustrated, and produced original children’s titles, overseeing quality for all printed materials.
- Planned and hosted book events, market booths, and school/community appearances, managing logistics, set-up, and tear-down.
- Designed engaging, kid-friendly experiences (storytimes, signings, interactive displays) to attract and retain attendees.
- Oversaw small-business operations, including inventory, merchandising, marketing, and basic budgeting.
Quality Control Analyst
TrialCard
Morrisville, NC
08.2020 - 09.2022
- Monitored and evaluated calls to ensure adherence to quality, compliance, and customer service standards.
- Developed and refined quality assurance processes and documentation that supported agent performance.
- Collaborated with operations and training teams to identify skill gaps and inform coaching and training initiatives.
- Documented QA activities, created tickets to resolve quality issues, and followed up on outstanding tasks.
Training Specialist
TrialCard
Morrisville, NC
01.2019 - 08.2020
- Led onboarding and training for large call center teams (800+ employees), coordinating schedules, content, and classroom experience.
- Facilitated instructor-led training sessions, role-plays, and refreshers to build skills in systems, compliance, and customer service.
- Created participant guides, job aids, and e-learning style materials to support different learning styles.
- Partnered with managers and client representatives to align training with business needs and program updates.
- Tracked training outcomes, assessed performance, and recommended additional coaching or process changes.
Associate Trainer
TrialCard
Morrisville, NC
11.2017 - 01.2019
- Served as subject matter expert on systems, processes, and policies, providing first-level support to agents and supervisors.
- Supported the creation and maintenance of training resources and internal documentation.
- Assisted in monitoring trainee performance to identify gaps in training.
- Improved training effectiveness by incorporating real-world examples and case studies.
- Developed metrics-driven evaluation processes for measuring the impact of learning programs on business outcomes.
- Trained up to 300 new employees per month on company procedures.
- Devised new methods of imparting information in order to increase engagement and retention.
Patient Experience Specialist
TrialCard
Morrisville, NC
03.2016 - 11.2017
- Provided high-quality service to patients and healthcare professionals in a fast-paced, regulated environment.
- Practiced de-escalation, empathy, and problem-solving to resolve complex issues.
- Developed strong relationships with patients, fostering trust and loyalty in the healthcare facility.
- Reduced patient complaints by promptly addressing concerns and resolving issues and improved patient experience scores through effective communication and empathy.
- Provided excellent customer service to patients and medical staff.
Shift Supervisor / Customer Experience Lead
CVS
Raleigh, NC
01.2013 - 01.2015
- Supervised daily store operations, including staff oversight, opening/closing, and cash handling.
- Trained and coached team members on customer service expectations, store procedures, and merchandising standards.
- Helped implement in-store promotions and seasonal displays, ensuring readiness for key retail events and holidays.
- Resolved customer concerns and maintained a high standard of service.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Front Desk Attendant
Stanyan Park Hotel
San Francisco, CA
01.2012 - 11.2012
- Provided front-line guest service in a boutique hotel, including check-in/check-out, reservations, and billing.
- Managed multiple phone lines and guest inquiries, offering concierge-style support and local recommendations.
- Resolved guest concerns quickly and diplomatically, contributing to positive reviews and repeat stays.
- Performed light maintenance and cleaning tasks to maintain a welcoming lobby and common areas.
- Served as manager-on-duty during solo shifts, ensuring smooth operation and guest satisfaction.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Provided knowledgeable recommendations on local attractions, restaurants, transportation options, promoting positive interactions between guests and the hotel brand.
- Managed customer transactions, prepared daily deposits, updated files, processed registrations and maintained public records.
Administrative Assistant
Digital Imaging Studio, Dahlin Group
San Francisco, CA
04.2006 - 12.2011
- Handled office management functions including communications, scheduling, logistics, and event planning for internal meetings.
- Coordinated meeting and presentation logistics, including room reservations, catering orders, and materials preparation.
- Supported a staff of six, including the Studio Director, HR Manager, and Business Development Manager, with administrative tasks.
- Assisted the Building Manager with inventory, vendor coordination, and building maintenance tasks.
- Maintained a professional, welcoming office environment for staff, clients, and visitors.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Communications and Theater
North Carolina State University
Raleigh, NCSkills
- Staff training, development & facilitation
- Event planning & coordination
- Store operations, merchandising and inventory management
- Creation of inclusive cultures
- Program design & implementation
- Customer & guest experience
- Written communication & presentation
- Vendor coordination & logistics
- Problem-solving and process improvement
- Basic budgeting & expense tracking
ADDITIONAL STRENGTHS
- Warm, engaging facilitator and event host
- Strong written communication for invitations, training, and internal messaging
- Deep experience with inclusive design for people with intellectual and developmental disabilities
- Highly organized and detail-oriented
- Proficient in Microsoft Office and internal knowledge base tools
Awards
2022 WRAL Voters' Choice Awards Winner - Favorite Author
Timeline
Store Manager I / Workplace Experience Partner
321 Coffee – Pendo Café
07.2023 - Current
Owner / Author / Event Host
T-Rextra! Inc.
08.2020 - 01.2024
Quality Control Analyst
TrialCard
08.2020 - 09.2022
Training Specialist
TrialCard
01.2019 - 08.2020
Associate Trainer
TrialCard
11.2017 - 01.2019
Patient Experience Specialist
TrialCard
03.2016 - 11.2017
Shift Supervisor / Customer Experience Lead
CVS
01.2013 - 01.2015
Front Desk Attendant
Stanyan Park Hotel
01.2012 - 11.2012
Administrative Assistant
Digital Imaging Studio, Dahlin Group
04.2006 - 12.2011
Communications and Theater
North Carolina State University