Customer Service Sales

Heather Goldbach

Client Services Associate

Sanford, FL

***************@*****.*** - 407-***-****

I am seeking employment within an organization that will allow me to further utilize my creative, organizational

and management skills to enhance my career as well as the operation of the company.

WORK EXPERIENCE

Client Services Associate

Accesso - February 2012 to January 2013

Supported the daily needs of clients including several zoos, theme parks and entertainment attractions.

• Prepared, configured, loaded and tested ticket packages and client offerings for sale on client websites as

well as Point of Sale systems.

• Assisted clients with reporting

• Assisted clients in troubleshooting and diagnosing technical as well as operational issues

• Performed Accesso system training to new and existing client portfolio

• Performed weekly website reviews for existing clients

• Was responsible for bi-weekly QA software update testing of all clients within my portfolio

• Led and participated in weekly client conference calls

• Used MySQL to make database changes to client's ecommerce and Point of Sale systems as needed

• Was responsible for creating, following up and QA testing development items (new functionality requested

by clients, bug fixes, etc.) via Test Track and internal documentation.

• Prepared internal weekly client status report

Box Office Manager (Temporary)

Orlando Ballet - March 2011 to June 2011

Took control of Box Office mid-season after a period of high turnover

• Was responsible for all aspects of ticketing and Box Office management, including overseeing all live events,

building new event season and the renewing of all season subscriptions.

General Manager

Picture Show Entertainment - May 2010 to January 2011

Managed every aspect of theater operations; including all HR responsibilities for 25 employees.

• Was responsible for overseeing all renovation projects

• Developed and maintained new business contacts and accounts

• Spearheaded "special events" projects, successfully becoming the first and only theater within the company

to host corporate events, holiday events and private rentals; one of which included the responsibility of showing

a vault print of "The Wizard of Oz"

• Revamped the theater Birthday Party and Group Sales procedures and offerings; increasing bookings and

sales

• Implemented sales goals and sales contests for staff; increasing, and at times doubling, sales and "per cap"

for the year

• Prepared all reports (financial, sales, invoices, billing statements, etc.)

• Was responsible for all monies within the theater; i.e. petty cash, company charge accounts, bank deposits,

change orders, checks, etc.

• Maintained inventory controls, ordering and reporting

• Implemented charity drives for the theater which benefited The Orlando Rescue Mission and The Hope and

Help Center

• Saved over $15,000.00 in repair projects by researching and pressing for better solutions to our maintenance

issues

• Successfully partnered with The Center for Autism and Related Disabilities to train and employee members

of the autism community

Box Office Manager / Sales Manager

SMG - November 2004 to January 2008

Managed and created all events for the 3 building complex; using the Ticketmaster ticketing system

• Acted as liaison between promoter, venue and Ticketmaster to create accurate event maps and maintain

events.

• Took control of and reorganized Box Office after a period of time with high turnover for Box Office Managers.

• Hired and managed new full and part time staff to support operations

• Created reports to organize and monitor daily financial and ticketing operations

• Implemented new policies and procedures to improve revenue and security

• Created a gift certificate program leading to additional sales

• Was consulted by promoters to determine price breaks for various events

• Managed events from conception to event night; including the placing of holds for promoters and building,

ticket buys from media and record companies, the organization of event presales and the preparation of a Box

Office statement for settlement

• Reported to a controller to report daily sales and vault reconciliation

• Managed all aspects of Will Call. Including VIP, Tour and Band guest lists as well as large volume

Ticketmaster orders.

• Investigated and solved all customer issues as well as lost or stolen ticket problems

• Managed Season and Individual sales for an indoor hockey and indoor football team

• Volunteered to take over the duties of the recently promoted Sales Manager during a hiring freeze

• Attended weekly and monthly "leads" meetings to gain potential sales clients

• Redecorated a luxury suite to show as a "model" to prospective suite holders

• Organized and directed a photo shoot for new sales brochures

• Maintained current sales clients by planning and overseeing special events for them as well as inviting them

to special events within the complex

• Redecorated Box Office and Sales Office Suite to project a more professional and polished appearance

• Sold indoor advertising space to businesses; increasing our revenue and their visibility

• Worked with Operations Manager and General Manager to implement different seating configurations within

the Arena; thus supplying us with more opportunity for Branding

• Worked closely with HR Manager to plan the annual holiday parties; obtained raffle prizes, decorations,

location and food for employee events

Box Office Supervisor / Box Office Manager on Duty - Events

Now Orlando Venues - July 2002 to March 2004

TD Waterhouse Centre (Now Amway Arena), Bob Carr Performing Arts Center, Florida Citrus Bowl, Orlando

Expo Center)

Box Office Supervisor / Box Office Manager on Duty - Events

• Opened and closed the Box Office on a daily basis

• Supervised work of full and part time ticket sellers

• Was responsible for the creation of events on the Ticketmaster system (Event Setup)

• Worked closely with event promoters, Ticketmaster and Centroplex staff to create accurate event maps

• Determined price breaks for various shows and provided event promoters, Ticketmaster and Centroplex staff

with seating capacities

• Assisted in overseeing events from conception to event night; including the placing of holds for promoters and

building, ticket buys from media and record companies, the organization of event presales and the preparation

of a Box Office statement for settlement

• Was responsible for balancing of vault and daily business

• Verified accuracy of all monies received including cash advances for artists and promoters

• Supervised pre event as well as event day Will Call, including the assurance of timely distribution, investigation

of customer issues as well as lost or stolen ticket problems

• Provided customer service during events, resolved customer complaints, special needs and seating problems

• Participated and assisted in organizing the "Random Number Distribution" system for major on sales, handling

extremely large crowds

• Supervised a large volume mail order event yearly

Box Office Manager - Contracted

Earthday Birthday Real Radio - April 2003 to April 2003

Managed Day of Event Box Office operations for the Earthday Birthday event held by Real Radio 105.1

• Handled all Will Call issues for event - overseeing over 800 Ticketmaster Will Call Accounts

• Managed 4 shifts of employees

• Created all paperwork for seller cash outs and drops, as well as show Box Office Settlement Statement

• Resolved all customer issues

Box Office Supervisor

House of Blues Orlando - September 2001 to July 2002

Was acting Box Office Manager on Duty during events

• Opened and closed Box Office on a daily basis

• Supervised the work of full and part time ticket sellers

• Was responsible for the creation of events on the Ticketmaster system (Event Setup)

• Was responsible for media and record label ticket buys

• Was responsible for filling band, media and house Will Call guest lists as well as overseeing event Will Call.

• Maintained security of event passes, including all band and house requested backstage, working, artist and

photo passes

• Resolved customer issues and complaints

• Was responsible for maintaining good communication between the Box Office and the company as well as

the Box Office and the public by providing correct event information, including updating the House Of Blues

website

• Provided a daily ticket count report for distribution company wide

• Was responsible for the balancing of the safe and daily business, including preparing a nightly closing report

for the accounting department

Ticket Seller

House of Blues Orlando - September 2001 to July 2002

Part Time)

Box Office Supervisor

House of Blues Orlando - March 1998 to August 2001

See July 2002 - March 2004

Ticket Seller

House of Blues Orlando - October 1995 to March 1998

Assisted with daily reports

• Answered multi-line phones

• Processed orders over the phone as well as in person

• Assisted with a large volume mail order event yearly

• Composed and typed memos for the Box Office Manager

• Handled large crowds and large sums of money on a weekly basis

• Maintained good customer service contact between Box Office and patrons

Ticket Seller / Phone Operator

Ticketmaster - Orlando, FL - September 1995 to November 1995

Processed phone orders into accounts on the Ticketmaster System

Event Customer Service Supervisor / Runner / Ticket Seller

AOC - (Formerly) The Summit - Houston, TX - November 1993 to August 1994

Processed orders in person

• Supervised "Guest Relations" window during events

• Supervised part time ticket sellers during events

• Handled large crowds and large sums of money on a weekly basis

• Assisted Box Office staff with reports, scheduling, filing and phones

ADDITIONAL INFORMATION

Skills

Strong management, organizational and administrative ability

Strong written and verbal communication skills

Client and Customer Service oriented

Strong Ability to work under pressure or with a deadline

Heavily trained in Box Office and ticketing

Proficient in Ticketmaster (including building and maintaining accounts on both PCI and Dumb Terminal)

Computer knowledge that includes; Windows, Microsoft Word, Microsoft Excel and Microsoft Outlook

Working knowledge of the Ticketmaster FanTM ticket scanning system

Very creative and "outside the box" thinker

Contact this candidate