Stephen "Doc" Surrell
Louisville
Summary
Values:
Comfort, safety, openness, support, encouragement, accountability, equality, passion, ethics, professionalism, collaboration, growth, respect
Vision:
Create a path to success in as many areas of life as possible from within our walls at Hoosier Heights and to provide the best possible facility to do so.
Credo:
To be an avenue of success, education, and positive experiences provided by/and within spaces of inclusion, comfort, inspiration, strength, creativity and professionalism.
Closing Statement:
Being in management/leadership for this community/company is a privilege. One in which I take great pride in. My goal is to provide a space where fun, interesting and challenging boulders/events take place, daily, for every climber... including everyone between the southeastern veteran and those new to rock climbing/fitness. There's a lot of work to be done in the world of rock climbing and I aim to be a significant contributor to the workload.
I value this community more than words could describe and I’m grateful to be a member of said community. Having been a part of the climbing community/Hoosier Heights community for a decade now… I’ve found there is so much to gain from observing, listening, and participating with climbers and patrons. I believe this helps open endless doors and opportunities for growth and improvement… something our facility is in dire need of. With that in mind, I believe I am one of the best candidates for taking on the responsibility of, not only the product we produce, but also the facility/community here in Louisville as the GM and the Head Route Setter.
Thank you.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Head Route Setter
Hoosier Heights
09.2022 - Current
- Designed and constructed climbing routes to enhance user experience and engagement.
- Collaborated with team members to assess route difficulty and suitability for various skill levels/age/size.
- Conducted regular inspections of safety compliance and maintenance issues.
- Trained staff on more in-depth route setting techniques.
- Created assignments for a weekly setting rotation and scheduled the appropriate staff for said assignments.
- Planned and hosted various community events and competitions.
- Networked with other route setters, both in house and regionally.
- Made multiple educated climbing hold orders and upgraded equipment/frequently used spaces.
- Led workshops for staff development, focusing on advanced route-setting strategies and creativity.
- Maintained a comprehensive understanding of industry trends, incorporating innovative techniques into new routes.
- Implemented feedback systems to gather climber insights, refining routes based on user preferences.
- Set and collaborated with various setters in the region for USAC sanctioned events.
Route Setter
Hoosier Heights
11.2018 - Current
- Developed and maintained climbing routes to enhance user experience and safety standards.
- Collaborated with team members to assess route difficulty and suitability for various skill levels.
- Organized/washed/prepped holds and hold storage for upcoming assignments
- Sought and obtained certifications through USAC
Media Coordinator
Hoosier Hieghts
04.2019 - 04.2020
- Developed and implemented media strategies to enhance visibility and engagement.
- Coordinated content creation and distribution across various platforms.
- Managed social media accounts, increasing audience interaction through targeted campaigns and timely responses.
- Oversaw production schedules for multimedia projects, ensuring timely delivery of high-quality content.
- Trained and mentored junior staff on best practices in media coordination and project management.
- Contributed to company growth by identifying new media opportunities.
- Edited all content (photos and videos) using in house software and equipment.
- Collaborated with creative teams to develop compelling content that resonated with target audiences.
Front Desk Staff Member/Supervisor
Hoosier Heights
05.2016 - 03.2020
- Managed front desk operations, ensuring efficient check-in and check-out processes for all guests.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained accurate records of guest registrations and payments to ensure seamless transactions.
- Trained new staff on front desk procedures, enhancing team performance and service quality.
- Maintained appropriate inventory of sale items: food, drinks, retail.
- Helped grow the community by selling memberships.
- Regularly opened and closed the facility, including handling money for said operations.
- Maintained cleanliness of the facility.
Sales Associate
Water & Oak Outdoor Co. (Alabama Outdoor Co.)
08.2016 - 12.2018
- Developed strong customer relationships, enhancing overall satisfaction and loyalty.
- Executed product demonstrations to educate customers on features and benefits.
- Managed inventory levels, ensuring optimal stock availability for sales promotions.
- Trained new associates on company policies and effective sales techniques.
- Collaborated with team members to create visually appealing merchandise displays.
- Mentored junior staff, fostering a collaborative environment focused on achieving sales goals.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Tour Guide
Louisville Mega Cavern
08.2015 - 08.2016
- Led safety briefings and ensured compliance with safety regulations for all tour participants.
- Trained new guides on zip line operations, equipment usage, and customer service techniques.
- Developed engaging narratives to enhance guest experience during tours, fostering repeat business.
- Conducted regular equipment inspections and maintenance to ensure optimal performance and safety standards.
- Monitored participant feedback to identify areas for service enhancement and implement improvements.
- Managed group dynamics effectively, adjusting pacing of tours to accommodate varying skill levels among participants.
- Collaborated with other departments such as maintenance or ticketing when necessary to ensure smooth daily operations.
- Educated guests about local ecology and history during tours to provide additional context for their experience.
- Collaborated with fellow guides to continuously improve tour content and delivery methods.
- Enhanced customer satisfaction by providing engaging and informative zip line tours.
- Ensured safety for all guests by conducting thorough equipment inspections before each tour.
- Consistently met or exceeded sales goals for optional souvenir photos or merchandise purchases post-tour experience.
- Maintained a clean and organized work environment, promoting a professional atmosphere for guests.
- Demonstrated strong communication skills, effectively conveying safety instructions to diverse groups of participants.
- Implemented emergency procedures as needed, maintaining guest safety as top priority at all times.
Education
High School Diploma -
DuPont Manual High School
Louisville, KY06-2011
No Degree - Student Athlete, Major: Communications
Bryan College
Dayton, TNNo Degree - Student Athlete, Major: Comm. Minor: Bussiness
Central Methodist University
Fayette, Missouri, MONo Degree - Undecided
Western Kentucky University
Bowling Green, Kentucky, KYNo Degree - Nursing
Galen College of Nursing
Louisville, KYSkills
- Advanced climbing techniques
- Strong communication skills
- Adaptive learning capacity
- Innovative thinking
- Continuous improvement mindset
- Conflict resolution
- Quality control standards
- Environmental awareness
- Project management
- Team collaboration aptitude
- Color coordination techniques
- Safety protocol adherence
- Instructional skills
- Physical strength and endurance
- Efficient time management
- Technical equipment use
- Customer service
- Problem-solving
- Attention to detail
- Team collaboration
- Active listening
- Verbal and written communication
- Decision-making
- Customer relations
- Stress tolerance
- Schedule coordination
Certification
Level 1 USAC Route Setting Certification
Timeline
Head Route Setter
Hoosier Heights
09.2022 - Current
Media Coordinator
Hoosier Hieghts
04.2019 - 04.2020
Route Setter
Hoosier Heights
11.2018 - Current
Sales Associate
Water & Oak Outdoor Co. (Alabama Outdoor Co.)
08.2016 - 12.2018
Front Desk Staff Member/Supervisor
Hoosier Heights
05.2016 - 03.2020
Tour Guide
Louisville Mega Cavern
08.2015 - 08.2016
High School Diploma -
DuPont Manual High School
No Degree - Student Athlete, Major: Communications
Bryan College
No Degree - Student Athlete, Major: Comm. Minor: Bussiness
Central Methodist University
No Degree - Undecided
Western Kentucky University
No Degree - Nursing
Galen College of Nursing