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Skills

  • Customer complaint reduction strategies
  • Administrative support
  • Trained in food safety guidelines
  • Customer service
  • Complaint resolution and prevention
  • Escalation management
  • Team management
  • Banquets and catering
  • Insurance billing
  • Customer satisfaction optimization

Work Experiences

  • Was in charge of all tasks delegated to me, including budget management and quality assurance.
  • Answered 17 phone calls per 18 months to assist customers.
  • Actively supported cross-department efforts by managing ticket discounts or promotions aimed at increasing ticket sales across multiple event types.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Determined the validity and applicability of the tickets presented.
  • Refused to admit patrons who did not have a ticket or who were unable to follow process policies.
  • Assist with new employee training.
  • Worked with others to brainstorm new initiative possibilities.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved a 79% decline in customer complaints.

Summaries

  • Ability to recognize system issues and integrate metric solutions to achieve category.
  • Dedicated Usher with 7 years of industry experience.
  • Knowledge of Salesforce in depth, as well as stakeholder engagement and strategic planning abilities.
  • Results-oriented Miscellaneous professional with risk assessment, performance reporting, and cross-functional collaboration strengths.
  • Achieved a 44% error-free track record.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Quality assurance in initiative settings and risk assessment in budget management settings.
  • Achieved 18% additional revenue from premium tickets.
  • Method and category have a proven track record.
  • Achieved a 17% improvement in customer service speed.

Accomplishments

  • Created and maintained box office training documentation, cutting new hire onboarding by 81% and ensuring adherence to ticketing policies.
  • Boosted sales by consistently upselling premium seating options, resulting in an additional $15 monthly revenue.
  • Led the creation of ticketing process guides using Asana, reducing confusion and errors among new box office staff.
  • Successfully managed ticketing operations for sold-out standard, ensuring smooth check-in and customer satisfaction.
  • Accurately handled VIP guest check-ins and managed access lists for high-profile events, ensuring an exclusive experience for top clients.
  • Implemented cashless payment options, resulting in a faster checkout and reducing payment-related disputes by 15%.
  • Analyzed past sales trends to optimize pricing and recommend dynamic pricing strategies, increasing overall ticket sales by 63%.
  • Monitored ticket sales trends using Jira and adjusted sales strategies accordingly, increasing sold-out events by 65% in 2017.
  • Trained 18 team members in escalating customer complaints and resolving issues, leading to a drop in refunds and cancellations by 70%.
  • Established a customer loyalty program that incentivized repeat ticket purchases, leading to a 63% increase in repeat customers.

Affiliations

  • Volunteer Coordinator Committee, International Ticketing Federation (ITF), 2021
  • Graduate, Leadership Training for Box Office Operations, Ironclad Systems, 2015
  • Attendee, Annual Professional Box Office Conference 2018
  • Committee Volunteer, International Live Events Association (ILEA), 2019 Season
  • Member, International Ticketing Association (INTIX)
  • Member, National Association of Concessionaires (NAC)
  • Participant, Customer Service Excellence Training 2023
  • Member, Event Services Professionals Association (ESPA)
  • Member, International Association of Venue Managers (IAVM)
  • Attendee, Ticket Sales & Customer Retention Symposium, Phoenix, 2021

Certifications

  • ServSafe
  • Event Safety Alliance (ESA) Certification – Brightline
  • Microsoft Office Specialist (MOS)
  • Association for Project Management (APM)
  • Certified Event Management Professional (CEMP) – Vantage
  • Certified Guest Service Professional (CGSP) - Summit Group
  • Certified Venue Executive (CVE) – Northwind
  • Apple Certified Associate (ACA)
  • ASTD Customer Service Certified Professional - Lakeside Partners
  • Box Office Operations Certification - Cedar Works

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