Customer Service Manager
Resume:
Twyla Mitchell
**** ******* *****, *** * 408-***-****
San Jose, CA 95117 *****.********@*****.***
Summary of Qualifications
• Over 17 years of experience providing phenomenal customer service
• Over 17 years of experience working with a wide variety of individuals; excellent team player
• Over 15 years of supervisory experience
• Over 15 years of experience troubleshooting and problem-solving, utilizing exceptional judgment and
decision-making skills
• Superior oral and written communication skills
• Highly self-motivated, efficient, and detail-oriented; also patient, flexible, and thorough
• Proficient in Microsoft Office Suite; excellent Dreamweaver skills; over 7 years' experience with Tessitura
software system; 1 year experience with Paciolan software system; learn new software programs extremely
quickly
Work History
Stanford University
Stanford Ticket Office
Stanford, CA
Ticket Office Manager April 2006-Present
• Acting Interim Director from October 2012-present, performing both Director and Manager positions
simultaneously
• Managed ticket services for events of various sizes, from under 200 to over 30,000, providing exemplary
service to clients and customers, including presiding on site to handle complex customer issues
• Maintained $314,000 budget for office dealing with multiple clients and contracts, including heads of state and
other high-ranking persons; set up predicted budgets for new financial year
• Project manager for implementation of new website software and new server system, including new security
measures and adjustments to business practices
• Continual development of new clients from a variety of sources, each with specific needs and specially
designed contract and internal budgeting points
• Developed and coordinated satellite office for additional customer service, client, and sales needs
• Installed new equipment and changed operating systems to support new website and servers
• Instrumental in implementation of new ticketing system and phasing out of old ticketing system, including
readjusting policies and procedures as needed for continual improvement of efficiency
• Increased social media presence from 0 to over 1350 active fans and followers on 3 different sites
• Continually streamlined and improved office processes, increasing efficiency and productivity by up to 40%
• Participated in team development of new interface and design of ticketing software to be more responsive to
complex and individualized user needs
• Installed and learned Paciolan ticketing system, and assisted with sales for alternate ticketing office needs
• Built over 200 events in Tessitura and Prologue ticketing systems, and monitored special client needs and
customer attendance
• Liaison for special needs of high-value donor customers, coordinated with client development departments
Ticket Office Assistant Manager November 2004-April 2006
• Hired, trained and supervised staff of cashiers varying from 2-15, including maintenance of complex and
frequently changing schedule to accommodate needs of student staff, instruction in both old and new
computer systems, and developing their masterful customer service skills while safeguarding interests of
clients and Ticket Office
• Facilitated interdepartmental communication and organization within and between different client bases to
expedite superior customer interactions
Weight Watchers International
Various locations throughout Central Valley
Leader/Receptionist September 2003-August 2004
• Guided customers through delicate issues regarding weight loss, including updating them on the most recent
scientific advances and research and encouraging progress, while maintaining customer confidentiality
Twyla Mitchell
• Noted issues of customer concerns and either resolved them or directed them to correct resources
• Trained new receptionists on appropriate ways to deal with customers with sensitive issues and other
customer service needs
• Maintained careful records of sales and associated finances
• Relationship management with customers to maintain attendance and return business
Chaminade University
Honolulu, HI
Adjunct Faculty July-December 2001
• Instructed classes with various ages and experience, from first-year college students to active-duty military
• Coached augmentation of new skills in presentation and performance
• Assessed strengths and encouraged process of finding new manifestations of excellence
University of Hawai’i at Mânoa
Department of Theatre and Dance
Honolulu, HI
Graduate Assistant August 1998-July 2001
• Led 6 teams of teaching 5-7 teaching assistants while instructing classes within large introductory course
o Authored and revised training guidebook to instruct teaching assistants about ideal procedures for
teaching students each topic
o Co-created rubric for analysis of student essays
o Created and presented lectures on a wide variety of topics within the course
• Coordinated 18 teams of students through complex process of production, from initial script through team-
building to final performance
• Co-edited published workbook designed to accompany class
• Developed and implemented new procedures for maintaining student records of grades and confidential
information
Dramaturge January-May 1999
• Researched and answered questions from creative and technical teams
• Wrote copy and produced displays, packets of information, articles in programs, and other materials to
communicate historical and literary issues with regard to piece to staff and public
• Assisted in editing and adapting material to fit with time and other constraints
Stage Manager August-December 1998
• Supervised and collaborated with large team composed from several different departments and with a variety
of cultural backgrounds to generate world-premiere production examining contemporary issues
• Communicated with and facilitated communication between various teams in and out of academic area
• Coordinated with team members’ outside schedules to meet supervisor- and self-imposed deadlines for key
events
• Compiled and distributed daily reports, notes and memoranda regarding changing needs and concerns
• Maintained standards as developed during process to continued high rate of performative success
Education
Master of Arts Degree – University of California, Santa Barbara, 1997
Bachelor of Arts Degree -- University of California, Irvine, 1992
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