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Skills

  • Supervision
  • Active listening and communication
  • New hire onboarding and mentorship
  • Process improvement strategies
  • Exhibit information delivery
  • Public speaking and presentation
  • Client inquiry resolution
  • Relationship development
  • Team collaboration and leadership
  • Organization

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Actively collaborated with other departments.
  • Achieved results over a 6 months period.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Actively collaborated with other departments to streamline communication, reducing response time to visitor issues by 39%.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Informed potential participants about the services and procedures required to participate in the program.
  • Achieved a 32% improvement in service delivery.
  • Achieved sales goals by 58%.
  • Assisted in organizing special events.

Summaries

  • Within Miscellaneous, senior Visitor Services Associate and outstanding performer in stakeholder engagement and team leadership.
  • Committed to enhancing guest loyalty.
  • Adept at orchestrating daily operations and handling high-pressure situations, ensuring smooth transactions and promotions to boost visitor engagement by 80%.
  • Coordinated with marketing teams.
  • Visitor Services Associate with 7 years of successful stakeholder engagement and team leadership experience.
  • Achieved a visitor satisfaction rate of 81%.
  • Accomplished in visitor services.
  • Completed in 18 months.
  • Dedicated professional with a history of exceeding revenue targets.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Developed personalized welcome packets for school and corporate groups, increasing engagement and improving return visit rates by 25%.
  • Implemented a membership upsell program that converted 35% of seasonal visitors into annual members, yielding process in additional recurring revenue per year.
  • Executed data-driven sales strategies resulting in a 57% increase in retail and gift shop revenue over 17 months.
  • Interacted with visitors via social media channels, resolving questions and complaints in a timely manner, driving a 81% uptick in web engagement.
  • Led guided tours for groups of up to 6 visitors, tailoring the tour experience to diverse audiences and improving visitor satisfaction scores by 84% points.
  • Provided regular feedback and audit reports to senior management about visitor flow and traffic bottlenecks, resulting in a 37% improvement in space utilization.
  • Collaborated with team of 3 in the development of program.
  • Partnered with external vendors to develop promotional materials that boosted average visitor spend by metric per visit.
  • Led on-site VIP experiences for high-profile guests, coordinating logistics for smooth operations and achieving exceptional feedback from standard dignitaries.
  • Streamlined front desk operational processes by automating ticketing system updates, reducing manual entry labor by 48%.

Affiliations

  • National Association for Interpretation (NAI)
  • Professional Association of Customer Engagement (PACE)
  • Institution of Customer Service (ICS)
  • Society for Experiential Graphic Design (SEGD)
  • American Society of Safety Professionals
  • League of Historical American Theatres
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • Event Service Professionals Association (ESPA)
  • International Institute of Customer Experience Management (IICEM)

Certifications

  • Data-Driven Decision Making for Visitor Services - category
  • Certificate in Hospitality and Event Management - Summit Group
  • Google Certified Professional Cloud Architect
  • Certificate in Visitor Engagement Strategies - Ironclad Systems
  • Conflict Resolution Specialist Columbus - 2018
  • Certificate in Front of House Operations - initiative
  • Leadership in Visitor Experience Certification - method
  • Visitor Information Services Certification - system
  • Certified Public Accountant (CPA)
  • Certified Customer Experience Professional (CCXP)

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