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Skills

  • Method equipment
  • Communications
  • Deadline-driven bulk ticket processing
  • Security awareness
  • Complaint resolution and issue management
  • Facility maintenance
  • Problem resolution
  • First Aid/CPR
  • End-of-day financial reporting
  • Operational improvement

Work Experiences

  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved 100% accuracy.
  • Achieved a 61% enhancement in customer satisfaction.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Transported Workday to two years customer locations.
  • Coordinated with external vendors to manage third-party event ticket distribution, strengthening partnerships and reducing service delays.
  • Championed a bi-annual review of pricing strategies.
  • Collaborated with the marketing department to launch loyalty programs for frequent attendees, increasing retention rates by 85% over 2023.
  • Balanced cash registers with 100% accuracy.
  • Answered 6 calls per three years to help customers with their questions and concerns.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Consistent track record of supporting month-end financial audits.
  • Clear understanding of project management and stakeholder engagement as well as project management training.
  • Professional with 14 years of experience in the field who is quality- and service-oriented.
  • Boosted repeat attendance by 44%.
  • Box Office Assistant with 3 years of successful risk assessment and vendor management experience.
  • Collaborated with IT and technical teams to maintain functional ticketing systems during peak events, ensuring no downtime occurred.
  • Within Miscellaneous, senior Box Office Assistant and outstanding performer in project management and process improvement.
  • Continually striving for improvement in service offerings.
  • Adept at supporting financial operations through accurate sales reconciliation, ensuring no discrepancies during month-end reviews and financial audits.

Accomplishments

  • Resolved product issue through consumer testing.
  • Reduced discrepancies in daily revenue reports by 23% through consistent tracking and accurate entry of transaction details.
  • Handled over 3 VIP ticket inquiries per shift with a high degree of professionalism, contributing to the company’s recognition for customer service excellence.
  • Designed and implemented a streamlined check-in process, which led to a 60% reduction in customer wait times.
  • Provided personalized event recommendations to customers based on preferences, boosting secondary sales by 83%.
  • Managed ticket sales across both walk-in and online platforms, recording a 23% increase in customer satisfaction through expedited service.
  • Streamlined end-of-shift reconciliation process, reducing reporting time by 36% and minimizing errors.
  • Proactively identified and flagged fraudulent ticket purchases, preventing revenue loss of over $11 during initiative.
  • Contributed to a 83% increase in season ticket sales by promoting and upselling relevant events.
  • Trained and mentored new team members, decreasing onboarding time by 74% while maintaining operational efficiency.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Society for Front Office Management (ASFOM)
  • Society of Human Resource Management
  • Association of Creative Event Managers
  • American Institute of Box Office Technology & Management
  • American Society of Safety Professionals
  • American Box Office Managers Society
  • Association of Theater and Event Coordinators (ATEC)
  • National Association of Ticketing Professionals (NATP)
  • Event Ticketing Professionals Allied Group (ETPAG)

Certifications

  • Certified Technical Support Specialist by ServiceNow
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Office Administration and Events Coordination Certificate by process
  • Salesforce
  • Certified Customer Data Handling Professional by The Data Institute
  • Effective Communication Skills Certification by standard
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)

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