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Skills

  • Patron experience enhancement
  • Supervision
  • Large-scale Event Ticketing
  • First Aid/CPR
  • Team building
  • MS Office
  • Customer Satisfaction Enhancement
  • Data-driven Decision Making in Event Management
  • Event Communication Tools Power BI
  • Event management

Work Experiences

  • Collaborated with event coordinators.
  • Coordinated last-minute adjustments.
  • Contributed to annual customer retention by 84% %.
  • Compiled feedback from surveys and group discussions to continuously improve ushering protocols and guest services.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with framework customers to determine their needs and deliver process service.
  • Helped patrons find seats by directing them and lighting paths.
  • Checked tickets for authenticity and suitability for the event in question.
  • Answered 6 calls per 18 months to help customers with their questions and concerns.
  • Achieved a 18% reduction in customer complaints.

Summaries

  • In a short amount of time, venues are restored to a neat and professional appearance.
  • Accomplished leader passionate about guest experiences.
  • Conducted meticulous staff training.
  • Head Usher with 6 years of successful process improvement and project management experience.
  • Conducted pre-event briefings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Boosted yearly event cost efficiencies.
  • Boosted staff performance.
  • Collaborative Head Usher.
  • Collaborated with cross-functional teams.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to ensure venue compliance with local safety regulations, reducing potential safety violations by 17%.
  • Decreased customer complaints for initiative by implementing a feedback loop system that improved customer-usher communication by 47%.
  • Innovated a new crowd flow management system during exits, reducing bottlenecks by 31% and increasing overall throughput by 85%.
  • Implemented a hands-free ticket-verification system at high-traffic event entrances, reducing ticket manipulation instances by 55%.
  • Partnered with marketing and front-end teams to align guest communication systems, improving ticket scanning by 45% and reducing admission errors.
  • Led bi-weekly training workshops that significantly improved employee morale, contributing to a 19% reduction in staff turnover.
  • Received Innovation Award for leading a safety initiative that reduced incidents during high-attendance events by 82%.
  • Developed a contingency evacuation plan for high-capacity events at metric, decreasing emergency response times by 80%.
  • Applied effective team-building techniques to upscale usher team performance, resulting in a 23% improvement in seating efficiency.

Affiliations

  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • National Alliance for Musical Theatre (NAMT)
  • Association of Event Organizers (AEO)
  • Certified Crowd Manager (CCM)
  • Association of Fundraising Professionals (AFP)
  • University Events Association standard
  • International Live Events Association (ILEA)
  • Association for Computing Machinery
  • Society of Concert Hall Ushers (SCHU)

Certifications

  • Venue Management Certification - Vantage
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Facility Manager (CFM)
  • Certified Usher Training Program (CUTP)
  • Planning for Accessible Seating Certification
  • Customer Experience Management Certification
  • Professional Certificate in Event Management - Seattle
  • Certified in Hotel and Restaurant Security (CHRS)

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