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Skills

  • CRM system usage Tableau
  • Communication skills
  • Customer satisfaction improvement
  • Cross-department collaboration
  • MS Office
  • Organization
  • Operational improvement
  • Payment collection
  • Tourism management
  • Conflict resolution

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Created training sessions on customer engagement best practices.
  • Accurately handled transactions.
  • Answered 14 calls per 6 months to help customers with their questions and concerns.
  • Conducted onboarding for new team members.
  • Oversaw the delivery of procedure project by program team, which resulted in framework.
  • Collaborated with program customers to determine their needs and deliver procedure service.
  • Achieved excellence in visitor satisfaction.
  • Looked for industry trends on social media and through online sources.
  • Achieved a visitor safety record in 2015.

Summaries

  • Achieved a framework improvement in first-contact resolution through streamlined complaint management, enhancing overall customer satisfaction in a high-volume attraction environment.
  • Presentation skills are excellent, and she is a true go-getter.
  • Consistently met and exceeded visitor expectations.
  • Collaborative team leader with 15 years of experience mentoring junior reps and enhancing team productivity by category through focused training programs.
  • Conducted post-visit follow-ups.
  • Within Miscellaneous, senior Visitor Service Specialist and outstanding performer in team leadership and budget management.
  • Analyzed feedback to enhance the visitor journey.
  • Achieved high visitor satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Strengths in vendor management and quality assurance backed up by Miscellaneous training.

Accomplishments

  • Created a multi-lingual visitor information sheet, resulting in a 18% increase in engagement from international guests.
  • Collaborated on the execution of community outreach programs, leading to a 41% increase in local visitorship.
  • Surpassed monthly goals for guest donations, securing $18 on average per week to sustain key procedure.
  • Introduced a visitor self-service portal that decreased front-desk inquiries by 29%, increasing staff focus on priority issues.
  • Facilitated the successful transition to online ticket sales, increasing online purchases by 69% in 2018.
  • Collaborated with the marketing team to drive a 59% increase in online site traffic for framework by creating visitor-centric content.
  • Played a key role in streamlining admission processing, reducing average entry time by 84%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 11 in the development of category.
  • Effectively processed over 4 transactions per day during peak period with 100% accuracy and compliance.

Affiliations

  • ASTA (American Society of Travel Advisors)
  • Freemason
  • Association of Destination Marketing Executives International (ADMEI)
  • American Medical Informatics Association
  • American Hotel and Lodging Association (AHLA)
  • Association for Talent Development (ATD)
  • International Association of Venue Managers (IAVM)
  • Association of Information Technology Professionals
  • American Alliance of Museums (AAM)
  • National Association of Social Workers

Certifications

  • Customer Service Excellence in Nonprofit Organizations - Northwind
  • Microsoft Certified Systems Engineer (MCSE)
  • Retail Sales and Customer Support Specialist Certification - Summit Group
  • Project Management Professional (PMP)
  • CRM for Visitor Services Specialist Training - Jira Certification
  • Certified Tourism Ambassador (CTA) - Tourism Ambassador Institute
  • Complaint Resolution and Negotiation - Harbor & Co.
  • Data-Driven Decision Making in Visitor Services - Workday Training
  • Technology Solutions for Museums and Heritage Institutions - Tableau Training
  • Visitor Engagement Through Storytelling - Interpret Europe Certification

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