Customer Service Manager

Melanie Seehafer

*** ********** *** *********, ** 07506 (M): 845-***-**** ******@*****.*** SUMMARY:

Detail oriented and adaptable operations manager with over 13 years of event planning experience. Demonstrate skills in event development and design, strategic planning, marketing, operations, people management, and customer service. Highly efficient at time management, multitasking and analytical problem solving. EXPERIENCE:

Operations Manager, Holiday Image LLC January 2014 to October 2016

• Responsible for planning and execution of 100+ holiday decoration installations/removals in New York City, New Jersey, Washington DC, Philadelphia PA, Chicago, IL and Connecticut areas in retail, commercial and residential buildings.

• Created and maintained installation and removal schedule for all 100+ jobs

• Provided customer service and point of contact to all clients post sale.

• Organized site visits at each job location to gather information including: electrical requirements, rigging points, durability of walls and floors, building hours, rules and regulations for the building space, equipment availability through the building.

• Built staffing department and process for seasonal staffing.

• Determined and manage staffing needs for all installation and removals, utilizing over 125 seasonal employees minimizing overtime.

• Developed seasonal staff training program.

• Managed the creation and/or updating of all installation guides by drafting step by step installation instructions, working with creative department to create mechanical drawings and floorplans.

• Created bill of ladings for all jobs that included element inventory, equipment, tools, trucking for each job.

• Determined needs and order rental equipment & tools for all jobs though a PO process.

• Built CRM sales database, Warehouse Production Work Order system, BOL system, Staffing database through Filemaker.

• Implemented Teamwork project manager task software and established process, rules, regulations and training programs for the company.

• Developed process related to operations.

Operations Manager, Advanstar Communications January 2013 to June 2014 PROJECT and MAGIC Trade Shows

• Responsible for the production and operations of Trade Show 200 large-scale bi-annual fashion trade shows, including Project New York, Project Las Vegas and MAGIC Men’s shows, each with up to 900 exhibitors and 20,000 attendees.

• Developed and maintain all aspects of show budget and forecasts totaling up to $12 million annually, including invoice coding, financial analysis, and final show reconciliation.

• Planned and executed production and operational aspects of 4 shows annually, including but not limited to: labor, staffing, security, catering, sourcing, registration, booth packages, design & décor, installations, shipping, sponsorships, invoicing, vendor management, union labor management, production schedules and on-site management.

• Staffing: post jobs, review resumes, setup interviews, manage payroll, distribute & collect staff paperwork.

• Developed, distribute and assure adherence to production schedules, tactical plans and operational calendars

• Updated and submit work orders, including lounge area décor, signage/graphics, rigging, electrical, etc.

• Managed the sourcing, shipping, onsite tracking, placement and invoicing of all rental furniture from a dozen local and out-of-state rental houses for all events. Furniture valued at over $800,000 per event.

• Developed, document and train entire show team operational standards and processes. Operations Coordinator, Advanstar Communications January 2010 to January 2013 PROJECT Trade Show

• Managed approvals of all custom-made booths. Obtained booth designs and other documentation, reviewed against design and structural standards, worked with clients and contractors to resolve violations, and oversaw on-site booth installation.

• Booth package fixture orders: received and manually input information, assist exhibitors whose needs require custom orders, disseminated fixture order information to show contractor, oversaw onsite booth package setup and managed exhibitor services desk.

• Determined needs and oversaw the design, printing and installation of all banners and signage, including way-finding, sponsorship markers, and informational graphics.

• Created comprehensive online Exhibitor Kit, detailing all aspects of the show for exhibitors and managed communications sent to exhibitors about exhibitor kits.

• Managed pre-show and show site deliveries list, circulate list to all parties necessary and direct deliveries upon arrival.

• Drew, measured and maintained decoration design layouts and booth floor plans using AutoCad, ExpoCAD Contractor & ExpoCad daily

Sales Marketing Manager, Advanstar Communications July 2006 to January 2010 Licensing Expo

• Drafted, designed and distributed HTML emails, monthly e-newsletters and fax broadcasts to exhibitors, prospects and attendees

• Maintained websites daily using Dreamweaver and a dynamic content management system

• Managed show directory design, content and collection of exhibitor listings and logos

• Designed and produced electronic and print marketing collateral for both attendees and exhibitors

• Negotiated and full fill deliverables for all barter agreements

• Coordinated magazine print ads and inserts with designer for industry publications

• Maintained internal and website floor plans using Expocad and ExpocadWeb on a daily basis

• Processed exhibitor contracts, invoices and maintain post sales communication to exhibitors

• Created and maintained weekly sales reports and show revenue reports

• Administrator, trainer and support for Goldmine databases for all licensing team members

• Managed pre-show and onsite exhibitor resign program Sales & Marketing Coordinator, IIR September 2002 to July 2006 National Managed Health Care Congress, Disease Management Congress

• Planned and managed all logistics for 2 national healthcare trade shows and conferences

• Processed sales contracts and post-sale exhibitor communication

• Supervised four sales coordinators in the tradeshow division

• Developed, analyzed and utilized onsite and post-show survey results

• Collaborated on RFP’s with marketing manager for printing projects

• Maintained four websites daily using a content management system

• Website liaison with content management program vendor

• Responsible for troubleshooting problems encountered with content management system and lead on developing new websites

EDUCATION:

University at Albany, State University of New York Albany, NY Bachelor of Arts & Sciences, Informational Science and Policy September 1998 –May 2002 SKILLS:

Computer skills: Microsoft Office, Outlook, AutoCAD, ExpoCAD, ExpoCAD Web, ExpoCAD contractor HTML, Dreamweaver, Oracle, Goldmine, SalesForce, File Maker Pro, Adobe Illustrator, Adobe Photoshop, Adobe InDesign, ACT! Wordpress, Acrobat Professional

Knowledge of and experience with,: Sourcing and purchasing, Budgeting, Contract negotiation, Event production, Audio and backline, Lighting, Electrical, Rigging, HVAC, Union and Non-Union vendors, Floor planning, Travel Planning, Team management

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