Customer Service Manager
Resume:
Bart Whitaker
PROFESSIONAL EXPERIENCE
Project Manager/General Manager/Executive Director/Expert Witness
Projects: The World
Facility/Organization Start-up/Reorganization/Projects: Carolina Panthers
& Cleveland Browns of the NFL/start-up; Georgia Dome Event Security/Crowd
Management Privatization Start-up (Andy Frain), International Village Start-
Up, Chamblee Business Association Start-Up, Craneway Pavilion
Marketing/Business Plan, New Orleans City Park (one of the largest city
parks in the world) Reorganization, Macon Centreplex, Sun Shine Services
Facility Marketing Plan, JAMEEC Center Start-up (Jamaica), SMG (Olympic
Marketing Plan), BCAC (start-up), World Team Sports (reorganization), New
Orleans Convention Center, UniverSoul Circus (customer service/quality
control program, capital projects, booked first ever indoor events in
company's 18 year history), SAFE Management/Super Bowl, Uptown Solar...
Corporate Hospitality: Directed several Atlanta Centennial Olympics
Corporate Hospitality Programs; numerous Masters, US Open, PGA
Championship, PGA Tour Championship, Super Bowls and Final 4 Corporate
Travel Programs, Directed the Sydney Olympics Program for Beaulieu of
America. Travel/Hospitality Manager for the Atlanta Falcons (Team Family &
Fan Club) for Super Bowl 33, Tour de Georgia Hospitality Manager, various
corporate programs including the Atlanta Braves, US Open Tennis, MLB All-
Star Game, Rolling Stones, U-2, Oscars & Grammy Awards, Rose Bowl, BCS
Championship Game...
Event Management/Marketing: The Super Bowl, Final 4, Executive Director
for the Delta Air Lines Holiday Basketball Classic (GA/GA Tech); Atlanta
Steeplechase, Marketing and Promotions Manager for Georgia State University
Basketball Team (Lefty Driessell), the Norfolk State University Athletic
Marketing Department, Group Ticket Sales for Pace Motorsports/Supercross,
Sugar Bowl Parade and Gala, NCAA Final 4 Merchandising, "Lefty's" Golf
Classic, Official Beer Vendor for the Atlanta Committee for the Olympic
Games, Quality Control/Customer Service Project for the UniverSoul
Circus...
Expert Witness: Attorney Johnny Cochran (Disney's Wide World of Sports
Case); the Philadelphia Eagles, San Diego Chargers, Edward Jones Dome,
Rosenblatt Stadium, New York Yankees, Darlington Raceway, Durham Bulls...
Education/Training: Entertainment/Sports/Facilities/Hospitality Lecturer
for Georgia State University Sports Marketing Masters Program; Georgia Tech
University Sports Marketing Masters Program & University of Georgia Sports
Marketing Department, Georgia Southern University Sports Marketing
Program...
Property-Community Management/Marketing: Plaza Del Sol Shopping Center
Property Manager, President: Gainsborough Pool and Community Center,
Consultant: Craneway Pavilion, Manager: Valencia and Myrtle Grove
Hunting/fishing Plantations/Clubs, Georgia Real Estate License
Non-Profit/Fundraising/Development: Delta Classic for Kids, Atlanta
Steeplechase, Georgia State University Athletic Department, Norfolk
University Athletic Department, Phi Mu Sorority, Atlanta Committee for the
Olympic Games, plus all the Public assembly Facilities I managed below were
all Non-Profit Organizations...
PROFESSIONAL EXPERIENCE, continued
Asst. General Manager
Georgia Dome-Georgia World Congress Center Authority Atlanta, GA
71,500 seat Domed Stadium; various seating capacities in the Dome/Arena
configurations; 120,000 sq. ft. exhibit space, 50-acre property, Centennial
Olympic Park
Hired as first operational staff member of this $300+ million dollar state-
of-the-art facility; assisted with design and construction issues, and
directed all start-up activities including security department, staffing
plan, sales/marketing/sponsorship plan, budgets, FF&E, security/customer
service, conversions/housekeeping/landscaping, for the world's largest
cable-supported Dome Stadium. Also: led facility through vigorous Grand
Opening, Atlanta Falcons inaugural season, Super Bowl XXVIII, and major
conventions/trade and consumer shows; responsible for the development of
internal communications/teamwork manuals and training for all employees and
contractors. Served on the Board of Directors and as Chairman of the
Stadiums Committee for the IAAM and wrote articles for The Facility Manager
on Stadium Management topics...
Events/Clients included: Atlanta Falcons; NFL (Super Bowl); Peach Bowl;
Atlanta Sports Council; Atlanta Committee for the Olympic Games; Major
Concert Promoters (The Rolling Stones, Billy Joel/Elton John, U-2, Eric
Clapton Southeastern Athletic Conference/SEC Championships, NCAA
(Final 4), Amway, Comdex and the Super Show...
General Manager
Bayfront Center/Mahaffey Performing Arts Center St. Petersburg,
FL
8,500 seat Arena and 2,000 seat Performing Arts Center, Bayfront
Marina/Park, 75-acre property
Directed a dynamic restructuring project, involving a public-to-private
management transformation including staffing, set up/clean up, landscaping,
maintenance, marketing, budgets supervised a $100 million dollar
renovation/construction project, foundation start-up, event series, and
first ever sponsorship activities. BFC staff also led in the start-up and
grand opening of the Florida Suncoast Dome (i.e., Thunderdome - Tropicana
Field).
Events/Clients include Harry Connick Jr.; Temps/Tops 25th Anniversary Show;
Whitney Houston; Tom Petty; Stars on Ice, Disney on Ice, Driving Miss
Daisy, Le Miz, Ringling Brothers, David Copperfield, Kenny G, Dolly Parton,
George Jones, Tampa Orchestra, St. Petersburg Opera, St. Petersburg Grand
Prix, Tampa Boat Show...
General Manager
Macon Centroplex (Arena, Theater, Park, Golf Course) Macon, GA
10,000 seat Arena and 3,000 seat Auditorium, 3750 seat Single A Baseball
Stadium (Luther Williams), Central City Park, Bowden Golf Course
Reorganized the corporate structure/operation, including staffing,
security, bookings, corporate partners, budget, and marketing plans. These
efforts resulted in the organization's only two profitable years in its 20-
year history. Improved facility's cleanliness and communication system, as
well as the public's perception of the facility. Developed feasibility
study to renovate and expand facility. Expansion project completed in
1996.
Events/Clients include Reba McEntire; Randy Travis; Hank Williams, Family
Shows; Disney on Ice, Stars on Ice, Ice Capades, Mercer University Men's
Basketball, Georgia High School Athletic Association Championships,
Convention and Visitors Bureau; Macon Braves (Minor League Baseball Team);
Jehovah's Witness; and GA Manufactured Housing Association, Cherry Blossom
Festival...
.
PROFESSIONAL EXPERIENCE, continued
Director of Events and Public Services
Louisiana Superdome New Orleans, LA
75,000 seat Domed Stadium, various seating capacities in Dome/Arena
configurations, 188,000 sq. ft. exhibit space, and 80,000 sq. ft. meeting
room space
Directed daily Security staff of 35, Event Services staff of 15, and Public
Service/Contract Security staff of over 500. Responsible for the
direction, coordination, preparation, and follow-through of each Superdome
event. Reorganized the Events and Public Services Department, including
the creation of the first Department Mission and Policy Manual.
Responsible for vast improvement in public perception and image of
Superdome. Directed all in-house Team Building Activities including Annual
Holiday Event, Golf Tournament, Service/Merit Awards...
Events/Clients include, Bayou Classic; Pelican Cup Baseball Series; Stevie
Wonder; Rick James; National Food Technologies; Seventh Day Adventists;
National Education Association; New Orleans Saints; USFL Breakers; Tulane
University; Sugar Bowl Committee, NFL (Super Bowl), NCAA (Final 4
Chairman of Speakers Special Events Services
Capital University Columbus, OH
Facilitated budgeting, booking, marketing, and operations of Capital
University's Special Events
Food and Beverage Supervisor for Ogden Concessions/Catering
Ohio Stadium/St. John's Arena (Ohio State University), Columbus Zoo,
Buckeye Lake Marina Columbus, OH
89,000 seat Stadium, 13,000 seat Arena and OSU Golf Course (Scarlet &
Gray).
Ohio State Fair
Various positions and company's (Coke, Columbus Dispatch, Ohio State Fair)
Columbus, Ohio
Expert Witness Experience
o DISNEY wORLD - THEFT OF iNTELECTUAL PROPERTY
o EDWARD JONES DOME - personal injury/Standard Operating Procedures
o NY Yankees - personal injury/Event Set up
o durham bulls - Crowd Management SOP's
o saturn/gm - Event Set up
o dalington raceway - Event Set up
o Univ. of South carolina - Security/Crowd Management
o san diego chargers - insurance claim Dispute
o Philadelphia Eagles - Business SOP's
o OMAHA ROYALS/Rosenblatt Stadium - Facility Set up
personal injury/negligence
Professional, Academic, and COMMUNITY INVOLVEMENT
President Elect, Chamblee Business Association
Chairperson, Stadium Committee, International Association of Assembly
Managers (IAAM)
Director At Large, Stadium Committee, Board of Directors (IAAM)
Member, Stadium, Meetings, Allied Committees, (IAAM)
Member, Stadium Managers Association (SMA)
Member, Atlanta Sports Council
Member, Atlanta Chamber of Commerce
Member, Atlanta Convention and Visitors Bureau
Member, Georgia World Congress Center Authority
Board of Directors, Georgia State University, Sports Management Department
President, Gainsborough Community Center
Executive Committee Member, Bayfront Center Advisory Group & Foundation
Member, St. Petersburg, Chamber of Commerce
Member, Macon Chamber, CVB, Point of Destination and 2005 Committees
SELECTED ACCOMPLISHMENTS
Consulted with the Carolina Panthers and Cleveland Browns (NFL) for their
stadium start-up, 1995-1997
Successfully directed fourth consecutive facility project from start-up or
reorganization through efficient operational phase (Georgia Dome).
Elected Chairperson, Stadiums Committee, IAAM
Directed a dynamic facility-restructuring project at The Bayfront Center,
which involved a transformation of City Management to Private Management
and overseeing a $100 million dollar renovation and development of
foundation and sponsorships for series
Hired by Attorney Johnny Cochran in 2000 as one of 4 expert witnesses in a
successful lawsuit involving the Facility and Events Industry
Selected by Capital University as "Alumni of the Year", 2003
Contracted to create and manage an incentive travel event to The 2000
Summer Olympics in Sydney, Australia. This $3 million dollar event
consisted of 4 separate waves of 60 people. Charter flights, private
hotels, ticket/event selection, Food and beverage/ meals, ground
transportation, amenity packages, and trip coordination/direction were all
part of this highly successful event. The successful sponsorship of the US
Virgin Islands, allowed us to be an official Olympic entity for the Olympic
Games.
Consulted with New Orleans City Park (one of the largest city parks in the
world); amenities include four golf courses, driving range, New Orleans
Museum of Art, boat rental, horse riding, amusement center, biological
center, Tad Gormely Stadium (1996 Olympic Trials) and other athletic
fields. Provided a report on how the numerous park departments can work
more cohesively and by function rather than by just departments. Report
included communications plan, management structure plan, merit awards
program, and marketing plan.
As Event Producer and Director, created and developed "Lefty's" Golf
Classic, a celebrity golf tournament for Georgia State University Men's
Basketball Head Coach, Coach "Lefty" Driesell.
Created and implemented marketing strategy for Georgia State University
Men's Basketball program. Since inception, season ticket sales increased
500%, efforts produced $300,000 worth of advertising and marketing
coverage, and corporate sponsorships collected in excess of $300,000 (cash
and value-in-kind).
Directed organization and logistics of Delta Air Lines Classic for Kids
(basketball tournament held at the Georgia Dome); Executive Director for
1998 event.
Designed and fulfilled box holder sales and catering programs for the
Atlanta Steeplechase. This is the first time that this private, not-for-
profit organization has hired an outside marketing consultant to assist
with their marketing and management of the event.
Directed all start-up activities at the $400 million dollar Georgia Dome,
the world's largest cable-supported dome stadium. Led staff through first
season of events, which exceeded all expectations
Selected Director at Large, Stadiums Committee, Board of Directors, IAAM.
SELECTED ACCOMPLISHMENTS, continued
Directed and supervised event operations for Super Bowls XX at Louisiana
Superdome on January 26, 1986 and Super Bowl XXVIII at Georgia Dome on
January 30, 1994.
Coordinated the largest indoor concert ever held in the United States, at
the Louisiana Superdome, during the 1981 Rolling Stones Concert, which
attracted 87,500 people.
Regularly write articles for Facility Manager Magazine.
Designed stadium standard operating procedures for the New Orleans Breakers
(USFL) administrative staff for their introductory season at the Superdome
in 1984; conducted instructional meetings and acted as liaison between the
Superdome's and Breaker's staff.
Directed management reorganization for Macon Georgia's Public Assembly
facilities which lead to the only two years of operational profits in its
20-year history.
Featured in the August 1986 edition of Performance Magazine in its
promising critique of the Macon Centroplex
Organized facility operations of the 48th-52nd editions of the Sugar Bowl
Directed internal operations for the 1981-1985 New Orleans Saints home
football games, and 1992-1994 Atlanta Falcons home football games
Coordinated facility operations for the 1982 NCAA Basketball Final Four
held at Superdome, including preparations for the four teams, NCAA, CBS TV,
and over 500 media. The 62,000 people attending this event comprised a
record crowd for a basketball game in the United States.
Featured in the February 1981 edition of Managing the Leisure Facility
magazine; the article described the planning and coordination of activities
prior to and during the Rolling Stones Superdome performance.
ASSOCIATION / CONFERENCE / SEMINAR PARTICIPATION
GA State University, Sports Management Department, Board of Directors
Univ. of Georgia, Sports Administration Annual Guest Lecturer
GA Tech University, Sports Administration Annual Guest Lecturer
IAAM National Conference, Stadium Committee Chairperson
Responsible for programming for programming sessions and committee
meetings
IAAM National Conference, Stadium Committee Chairperson
Instrumental in re-developing committee structure of the Association
IAAM National Conference, Panelist - Minneapolis, MN
"How to Produce the Mega Event"
IAAM Facility Manager Magazine
Regularly write stadium articles
Responsible for all stadium articles
IAAM National Conference Stadium Committee Member
Stadium Managers Association, Panelist
( "Grand Openings"
( "Start-up"
o Board Liaison with IAAM
IAAM Sports and Event Management, Panelist - St. Petersburg, FL
Performance Summit - St. Petersburg, FL
Conference Coordinator and Host
IAAM National Conference Panelist - Boston, MA
"Marketing the 10,000 Seat Arena" Seminar
IAAM District V Conference Panelist - Ft. Lauderdale, FL
"Grand Opening/Grand Re-Openings" Seminar
IAAM District V Member since 1985
SMA (Stadium Members Association) Member since 1992
EDUCATION
Bachelor of Science, Business Administration
Capital University Columbus, OH
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