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Skills

  • Staff management
  • Complaint resolution and recovery
  • Data-driven decision making
  • Communications
  • Data Management
  • Supervision
  • Business operations
  • Documentation and control
  • First Aid/CPR
  • Regulatory compliance

Work Experiences

  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Achieved a 5-year incident-free period.
  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Contributed to a 22% year-over-year increase in visitation rates.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Authored visitor services operating manuals and trained staff, providing a streamlined onboarding process and reducing new hire ramp-up times by 55%.
  • Conducted performance assessments for over 3 staff, implementing individualized development plans that resulted in a 82% improvement in overall team efficiency.
  • Achieved a 72% customer complaint resolution rate.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.

Summaries

  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Achieved 56% growth in ticket sales.
  • Strengths in stakeholder engagement and workflow optimization backed up by Miscellaneous training.
  • Meticulous Visitor Services Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Workday.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Clear understanding of workflow optimization and budget management as well as quality assurance training.
  • Achieved Employee of the Year recognition for sustainability efforts.
  • Visitor Services Manager with 15 years of successful team leadership and performance reporting experience.
  • Achieved a 52% increase in participation.

Accomplishments

  • Optimized use of space and resources by streamlining operations, resulting in a 28% reduction in operational costs.
  • Successfully reduced customer wait times at the visitor services desk by 40% through enhanced queue management practices.
  • Developed a resource allocation tool that improved staff efficiency during peak times, resulting in a 66% decrease in guest complaints related to service delays.
  • Introduced a time-management tool for team members, reducing project completion time by 61% and improving overall workplace efficiency.
  • Implemented a conflict resolution policy that reduced guest complaints by 71% while maintaining a high level of guest satisfaction.
  • Documented and resolved initiative which led to metric.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a key role in a regional rebranding initiative that increased online engagement and physical attendance by 82% in 2019.
  • Led a cross-functional task force that improved ADA accessibility throughout the visitor center, leading to compliance and a 66% increase in accessibility satisfaction scores.
  • Secured an additional $4 in sponsorship funding, which enhanced the visitor experience by upgrading key seasonal amenities.

Affiliations

  • Certified Tourism Ambassador (CTA)
  • American Medical Informatics Association
  • Lions Club
  • National Association for Interpretation (NAI)
  • International Institute of Event Management (IIEM)
  • National Recreation and Park Association (NRPA)
  • Association for Supply Chain Management (APICS)
  • American Alliance of Museums (AAM)
  • Event Safety Alliance (ESA)
  • Destinations International

Certifications

  • Certified Green Visitor Experiences (CGVE) Program by method
  • Tourism Crisis Management Certification by Brightline
  • Leadership in Energy and Environmental Design Accredited Professional (LEED AP)
  • CompTIA A+ Technician
  • Conflict Resolution and Mediation Certification from Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • Tourist Guide Training and Qualification License from method
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid and CPR/AED Certification from Northwind

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