Sensible Metropolis Highlight: Jessica Torres – Buyer Gross sales & Service Supervisor

For this month’s Sensible Metropolis Highlight, we spoke with Jessica Torres, Buyer Gross sales and Service Supervisor on the Orange County Conference Heart. With 15 years of expertise rising by means of the ranks, Jessica’s journey displays the sort of long-term dedication, management, and operational experience that outline our groups within the area.

Beginning as a Buyer Gross sales and Service Consultant in 2010, Jessica steadily superior by means of Occasion Coordinator and Supervisor roles earlier than entering into her present place as CSSM. Alongside the way in which, she developed a complete understanding of exhibitor operations, occasion logistics, and the communication required to maintain large-scale reveals working easily on the Heart of Hospitality.

In our dialog, Jessica shares what it takes to guide throughout high-pressure occasions, how Sensible Metropolis delivers peace of thoughts to purchasers, and why teamwork is the muse of success on the Orange County Conference Heart. She additionally displays on the second an empty corridor transforms right into a full-scale manufacturing, her connection to HIMSS, and an sudden love for her Good day Kitty assortment! Jessica Torres, that is your Highlight!

Hello Jessica! Let’s begin along with your background. Are you able to inform us just a little about your journey and the way you grew to become a Buyer Gross sales & Service Supervisor at Orange County Conference Heart?

J: I began my profession with Sensible Metropolis in November 2010 as a Buyer Gross sales and Service Consultant. After three years in that function, I used to be promoted to Occasion Coordinator, the place I gained a deeper understanding of our occasions, our constructing operations, and the partnerships that help our work. I really loved every expertise, and that enthusiasm pushed me to tackle extra duty and proceed rising.

A couple of years later, I moved into the Buyer Gross sales and Service Supervisor place. In that function, I labored carefully with our Operations Supervisor, which gave me a full view of our operational processes, from order placement and processing to set up and occasion closeout. This was once I actually began growing deeper information in our processes and naturally grew to become a useful resource the staff might flip to once they wanted assist.

After a yr within the supervisor function, I used to be promoted to Buyer Gross sales and Service Supervisor on the Orange County Conference Heart. Every step alongside the way in which helped me construct the expertise, perspective, and management expertise that ready me for this place.

What does a typical day appear to be for you?

J: A typical day for me all the time begins with a powerful cup of espresso; that’s non‑negotiable. After that, all the things relies on the occasions we now have within the constructing. Some days I’m simply hitting my 10,000 steps with out even attempting, and different days I’ve to remind myself to look away from my display and blink like a standard human. All through all of it, I’m actively participating with my staff and main them in figuring out the day’s high priorities so we keep aligned and centered. It doesn’t matter what the day brings, it all the time facilities round our purchasers and ensuring we’re delivering the extent of customer support they count on on the Heart of Hospitality.

What expertise have been most beneficial in serving to you succeed within the function?

J: Some of the worthwhile expertise I’ve refined is my capacity to see the large image in all types of conditions. My years of expertise assist me keep calm, suppose clearly, and determine the perfect resolution. That is particularly useful when purchasers are burdened and really feel their large occasion is on the road. These are the moments once we actually should dwell out our motto: “In a busy world, we offer peace of thoughts.” The expertise I’ve gained through the years permits me to have a look at every state of affairs and select the perfect response for each our staff and our purchasers. On the finish of the day, I care about our staff’s success and the success of our complete group. It’s all about staying regular, pondering issues by means of, and preserving a humorousness when issues get just a little loopy.

What motivates you to do that work day-after-day?

J: What motivates me day-after-day is the unimaginable staff I get to work with and the purchasers we help. I’m surrounded by among the greatest individuals within the trade, every of them bringing their very own stage of excellence, dedication, and coronary heart to what they do. Seeing our staff come collectively, particularly throughout excessive‑stress occasions, is one thing particular. Their dedication to succeeding as a gaggle makes the work really feel significant. And when our purchasers stroll away completely happy and their occasions run easily, it reinforces precisely why we do what we do. That shared success, the type constructed by means of teamwork, belief, and an entire lot of ardour, is what retains me energized and excited to indicate up day-after-day. 

What function does Sensible Metropolis play in placing collectively profitable occasions on the Orange County Conference Heart?

J: Sensible Metropolis performs a key function in making certain occasions on the Orange County Conference Heart run easily and efficiently. We work carefully with our venue companions effectively prematurely of every present and stay absolutely engaged all through your entire occasion. Our staff participates in planning visits, operations conferences, tie‑downs, and manufacturing conferences so we are able to align on each element and function as one unified staff.

Due to this stage of collaboration and involvement, we persistently obtain constructive suggestions not solely from our purchasers but additionally from our venue companions. That shared dedication to communication, preparation, and repair is what helps us contribute to seamless, profitable occasions on the OCCC.

Do you could have a favourite or rewarding a part of your job? Why?

J: My favourite a part of my job is attending to see and expertise the unimaginable number of occasions that come by means of the OCCC. It by no means stops wonderful me how an empty corridor can rework into one thing fully completely different in only a matter of days. One minute it’s a clean concrete flooring, and the subsequent it’s a full‑scale manufacturing, forklifts transferring nonstop, carpeting being rolled out, utilities being dropped, sales space builders developing complete mini‑cities, and groups working in excellent (and generally chaotic) concord.

Watching all of that come collectively is a second that all the time makes me pause and suppose, “Wow… this can be a complete completely different world.” Even after 15 years, the creativity, scale, and uniqueness of every occasion nonetheless depart me in awe. It is probably not particular to my function, however witnessing these transformations up shut provides one thing particular to my day and retains the job thrilling.

What do you take pleasure in most about working with clients?

J: What I take pleasure in most about working with clients is the prospect to play a significant half within the success of their occasions. Each interplay is a chance to know what they want, anticipate challenges, and assist create an expertise that feels easy on their finish. There’s one thing extremely satisfying about realizing the help I present contributes to a clean, profitable present. And from time to time, when all the things clicks, there’s that quiet second the place you possibly can let you know’ve made their day just a little simpler, and that feels fairly nice.

Do you could have a favourite occasion? Why?

J: My favourite occasion is the HIMSS (Healthcare Data and Administration Techniques Society) International Convention. It stands out for a number of causes. It was one of many first main occasions I labored as a CSSR, and it pushed me to be taught shortly and perceive the complexity of huge‑scale exhibitor operations. HIMSS can be the most important occasion we deal with on the OCCC when it comes to exhibitor orders, and I’ve all the time loved the problem of managing such a excessive‑quantity, element‑pushed present; particularly now because the Supervisor liable for making certain each order is correct and delivered efficiently.

Past the operational aspect, HIMSS sparked a private curiosity for me. Seeing how healthcare and expertise intersected on the occasion impressed me to pursue my Bachelor of Science in Well being Informatics and Data Administration. That curiosity ultimately led to the chance to intern with HIMSS in 2023, which made the occasion much more significant in my profession journey.

What do you suppose units the Orange County Conference Heart aside on the subject of occasion execution?

J: What actually units the Orange County Conference Heart aside is its unwavering consideration to element and dedication to hospitality. Everybody who works on this constructing, no matter their function, shares the identical aim of making certain each shopper has the absolute best expertise, regardless of the dimensions or complexity of the occasion. That stage of care is why the OCCC is called the “Heart of Hospitality,” and it’s one thing we’re proud to help as one among their companions. Their tradition of service, collaboration, and excellence makes occasion execution clean and persistently profitable.

How would you describe your staff tradition inside your heart?

J: Our staff tradition begins with the individuals we usher in. We forged vast nets to search out the perfect expertise, and as soon as they’re a part of our staff, we give attention to nurturing their progress to allow them to proceed to excel. Everybody brings their very own strengths, views, and ranges of excellence, and that range is a giant a part of what makes our staff so sturdy.

From there, our tradition is rooted in working arduous, supporting each other, and staying linked. We put plenty of vitality into delivering distinctive buyer experiences, so we make it a precedence to create moments the place we are able to step away, recharge, and reconnect as a staff. Whether or not it’s a small exercise or a devoted staff‑constructing day, these alternatives strengthen belief, spark creativity, and remind us why we work so effectively collectively.

Once we return to our day by day work, we’re extra energized, collaborative, and centered, and that straight elevates the service we offer right here on the Heart of Hospitality. It’s a tradition constructed on excellence, connection, and caring for our individuals so we are able to ship our highest.

General, are there any expertise you’ve developed right here which have stunned you?

J: After being with the corporate for 15 years, I’ve developed a variety of expertise, however one which genuinely stunned me is simply how important clear, intentional communication is. Over time, I’ve discovered that communication isn’t nearly sharing data, it’s about setting expectations, stopping misunderstandings, and preserving each purchasers and teammates aligned, particularly throughout excessive‑stress occasions. It’s a talent that has grown with me all through my profession and continues to be one of the vital worthwhile instruments I depend on day-after-day.

Are there any classes you’ve discovered right here that you just suppose are worthwhile for others beginning in an identical function?

J: Some of the worthwhile classes I’ve discovered on this function is the significance of true teamwork. As one among our Enterprise Rules states, “Teamwork means specializing in the staff’s success, realizing in the end that the staff’s success is your success.” That mindset has formed how I method each occasion. It’s not nearly our inside staff, it extends to our venue companions and our purchasers as effectively. When everyone seems to be aligned, speaking, and dealing towards the identical aim, your entire expertise turns into smoother and extra profitable. For anybody beginning in an identical function, understanding the facility of collaboration and shared success is one thing that may carry you far.

And lastly, what’s one thing enjoyable that folks may not find out about you?

J: One thing enjoyable individuals may not find out about me is that I absolutely lived by means of, and proudly embraced, my Good day Kitty period. It was a time I actually loved, and truthfully, that love by no means fully went away. I nonetheless decide up Good day Kitty objects every time I can, and some items also have a residence in my workplace. My newest addition, the Starbucks Good day Kitty, has shortly change into my favourite as a result of it completely blends two issues I like: espresso and Good day Kitty.

We need to thank Jessica Torres-Cruz for taking the time to replicate on his journey with our firm! To learn extra Sensible Metropolis Spotlights, try our weblog!