Customer Service/Public Relations Professional Seeking Employment (Washington, DC)

Date: 2013-01-07, 5:54PM abqgy3@r.postjobfree.com

KYNNETH R. SUTTON

***** **** **** -- **** **********, Md. 20744

Email: abqgy3@r.postjobfree.com + Cell: 301-***-****

OBJECTIVE

Public relations and customer service professional seeking a management level position with a organization that holds its image, customer service and loyalty at the pinnacle of their mission and objectives.

PROFILE

More than 25 years of diversified public relations/journalism and customer service experience in professional/collegiate sports, the entertainment and hospitality industries, as well as expertise in event management and production. Detail oriented with exceptional organizational and problem solving skills focused on achieving maximum customer satisfaction and retention while over-fulfilling company expectations. Creative and innovative, a motivator that utilizes knowledge, professionalism, loyalty and integrity to maintain a strong rapport with staff, customers/clients and internal associates.

PROFESSIONAL EXPERIENCE

Director of Guest Relations -- Monumental Sports & Entertainment; Washington, DC

December 2010 -- January 2012

Oversaw day-to-day and event day operational, logistical and administrative efforts; staff of 650+.

Forecasted and managed budget and spending of more than $4.5 million annually.

Managed production of 300+ annual events; professional/collegiate games, concerts, meetings, etc.

Responsible for strategic recruitment, hiring, training and all organizational staffing initiatives.

Created organization customer service policies, as well as departmental operations procedures.

Integral part of planning company's fan experience and client retention efforts; an annual increase of 11%.

Management delegate to formal negotiations related to annual union collective bargaining agreement.

Managed compilation, analysis and reporting of customer service matrix.

Director of Guest Services -- Washington Nationals Baseball Club (MLB); Washington, DC

March 2006 0 December 2010

Managed customer service and operations staff of more than 450 with an annual budget of $1.5 million.

Operations, logistics and event manager for 250 games, concerts and events annually.

Authored and implemented organizations customer service training program.

Implemented strategic recruiting and hiring initiatives.

Director of Event Services -- D.C. Sports & Entertainment Commission; Washington, DC

March 2003 -- March 2006

Managed staff of 400 personnel; determined/scheduled staffing hours and created staffing assignments.

Wrote and implemented department rules, regulations and policies.

Forecasted and managed an annual budget of $1.3 million.

Developed and monitored Guest Experience Management Reports and Secret Shopper Program.

Public Relations Manager/Editor -- U.S. Air Force (Retired); Deployed Worldwide

May 1983 -- May 2003

Oversaw production of weekly community news publication with a circulation of more than 55k.

Edited copy, proofread layouts, researched facts, created and assigned news and photo coverage.

Established a reputation for news coverage and editing skills that produced an enterprising balance of news and graphic presentation.

Wrote staff writer and photojournalists OJT course curriculum, as well as 85+ news articles.

Seasoned layout and design artist; received 'honorable mention' accolades in AF journalism competition.

Retained a Top Secret - Secretive Compartmented Information clearance throughout entire career.

EDUCATION

University of Maryland: Bachelor of Arts - Communications

Community College of the Air Force: Associates in Applied Science - Intelligence Communications

Defense Information School of Journalism and Public Relations: Course Graduate Certificate

COMPUTERS/ELECTRONICS

SOFTWARE

Microsoft Office: Word, Excel, Access, Publisher and Powerpoint

Adobe Desktop Publishing: Photoshop, Illustrator, InDesign, Framemaker and Pagemaker

PROGRAMMING

Self-taught; Hyper Text Markup Language (HTML), Java and Javascript

PROFESSIONAL ORGANIZATION AFFILIATIONS

International Association of Venue Managers (IAVM)

Public Relations Society of America (PRSA)

National Association of Black Sports Professionals (NABSP)

Air Force Public Affairs Alumni Association

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