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Skills

  • Event planning and execution
  • CCTV
  • First Aid/CPR
  • Security systems
  • RFI Scanners
  • Security understanding
  • Process improvement
  • Effective multi-tasking
  • Business operations
  • Cash register operation

Work Experiences

  • Achieved a 66% improvement in guest satisfaction scores.
  • Achieved a 38% repeat attendance uplift.
  • Working with team members and customers to find workable solutions improved operations.
  • Determined the validity and applicability of the tickets presented.
  • Achieved reduction over the past year.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Administered onsite surveys post-visit.
  • Attracted 10 attendees.
  • Answered 11 phone calls per 18 months to assist customers.
  • Answered queries with an accuracy rate of 70%.

Summaries

  • Visitor Service Assistant is a hardworking and dependable Visitor Service Assistant who excels at data analysis and project management.
  • Proficient in promoting standard by leveraging budget management and quality assurance knowledge.
  • Dedicated Usher with 9 years of industry experience.
  • Strong technical skills and experience in performance reporting.
  • Looking forward to taking on a new challenge with a successful team.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Offering metric expertise as well as 4 years of related experience in customer-service roles.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Expert in system with a strong aptitude for improved and implemented.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.

Accomplishments

  • Assisted in organizing large-scale community events with over 11 attendees, managing logistics to ensure smooth operations.
  • Provided assistance in launching audio tour guides in metric, supporting a 47% boost in visitor engagement for international travelers.
  • Conducted guided tours for groups of 5 attendees, enhancing cultural awareness and delivering high engagement rates among participants.
  • Collaborated with third-party service providers to enhance visitor experience offerings, resulting in an framework, such as improved guest feedback or increased foot traffic.
  • Managed calendars for multiple tours/events, ensuring the seamless execution of 4 activities per day without delays.
  • Recognized with the Excellence Award for exceptional customer service and maintaining a 58% positive visitor feedback rating over the course of 2019.
  • Participated in cross-functional meetings with management to refine best practices around customer service, resulting in standardized procedures that boosted team productivity.
  • Contributed to team efforts by supporting multi-department event coordination, increasing efficiency and ensuring the successful execution of 11 events.
  • Handled escalated visitor complaints, achieving 43% resolution success through active listening and professional mediation.
  • Collaborated with local vendors to curate themed visitor packages, increasing gift shop sales by 83%.

Affiliations

  • Earning a badge in Inclusive Visitor Experience Design from Vantage, fostering accessibility-focused improvements in visitor service strategies.
  • Earned Scrum Master from the International Customer Service Association, endorsing advanced skills in guest services and operations.
  • Affiliated with the Society of American Archivists (SAA), building expertise in managing and preserving cultural records for diverse event types.
  • Member of the Retail and Customer Service Special Interest Group, contributing to sector-specific service improvements and customer-facing solutions.
  • Proud participant of the Association of Performing Arts Professionals (APAP), enhancing skills in cultural events and large-scale audience management.
  • Achieved Six Sigma in CRM software management through the Digital Service Alliance, benefitting from up-to-date tools and processes for visitor tracking.
  • Participant in the local Visitor and Convention Bureau of Seattle, supporting tourism growth and community-wide visitor service initiatives.
  • Member of the International Association of Amusement Parks and Attractions (IAAPA), providing ongoing industry trend insights and training opportunities.
  • Active in the Association for Talent Development (ATD) to improve staff mentoring, training, and performance evaluation techniques.
  • Volunteer in the Local Atlanta Zoo’s Visitor Council, focused on enhancing family-friendly programming and maintaining high guest satisfaction.

Certifications

  • SAP Certified Application Associate
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Accessibility and Guided Tours Certification - Beacon Labs
  • Automated Systems in Visitor Management Certification - QuickBooks
  • Crisis Communication and Visitor Emergency Management Certification - standard
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Customer Service Excellence Certification Harbor & Co.
  • Certified Visitor Services Professional (CVSP) - Beacon Labs

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