Sales Customer Service

GUEST EXPERIENCE FAN LOYALTY LEADERSHIP INCREASE PROFITS CUSTOMER SERVICE

SUMMARY OF QUALIFICATIONS

Customer Service Professional with emphasis on fan loyalty, fan services, and increasing sales.

Experienced Training in customer service, guest services, ticketing practices, and ticketing systems.

Repeated successes in increasing profits through customer retention programs, upsells, and listening and forming a bond with each individual.

Team development resulting in increase in performance and productivity.

CORE COMPETENCIES

CUSTOMER SERVICE

TICKETING

OPERATIONS

Fan Retention

Operational Management

Process Improvement

Building Relationships

Training

Team Cultivation

Issue Resolution

Ticketmaster/Ticket Systems

Event Management

Hospitality Management

Financial & Event Reconciliation

Marketing Development

Maximizing Profit

Box Office Management

Sponsorship Relations

KEY CREDENTIALS

Managed Major League Baseball’s Season Ticket Program interfacing with all levels and departments at MLB offices and Commissioner’s Office and liaison to all 30 teams.

Membership/Client Service recognition for delivering 200% to season members and fans

Sales of $156,540 in 4 months with projection of over $479,000 in one year

In charge of customer service relations, ticket plan renewals/sales, training new personnel and special projects.

Rebranding Focus Group for Customer Service Initiatives

Consistent improvements in staff engagement and customer service ratings, staff management

EXPERIENCE/ACCOMPLISHMENTS SUMMARY

TRAINING AND OPERATIONS

Part of the team that established sales and customer service standards.

Oversee operational process including staffing, scheduling, training, communication, performance tracking/reviews and progressive discipline management.

Recruiting and Staffing Group.

Volunteer Coordinator for up to 1500 staff members responsible for onboarding, training and scheduling.

In first season as supervisor increased NBA satisfaction rating from 46% to 69%.

Implementation of touch point plan to enhance season ticket and group sales.

Set procedures for Customer Service.

Direct implementation of 24/7 Customer Service plans.

Implemented new employee training program for venue and special events.

Establish procedures for Box office setup for games and events.

Point of contact for communication between management and sellers.

Created and facilitated new box office training program for ticket system.

GUEST SERVICE AND STAFFING

Hire, train and develop box office staff and ticket sellers.

Coordinate staff onboarding process.

Development and implementation of new procedures for box office staff to handle increase of 200 events for two facilities and protocols for staff.

Supervision of box office and event staff to deliver a “WOW” Experience.

Managed event ticket personnel resulting in improved team member Archtics skills and processing of department requests. Created a true team atmosphere.

Customer Service Initiative to include fan retention, immediate resolution of ticket/fan issues.

Resolve ADA and guest relations issues and questions received by phone and email as part of an ADA call center that services six venues nationally.

Follow up on surveys to clarify comments and record information in CRM systems. Identify issue trends.

Summarize call center emails and calls, identifying issue trends.

Increased fan loyalty through creation of First Time Fan program, First Time Fan Blog, Longtime Fan programs, and new Guest Service procedures for problem accounts.

Implemented procedures for internet sales, increasing overall sales 20% in the first year.

100% efficiency in processing individual, season and group tickets.

100% renewal rate for VIP season ticket accounts.

In charge of customer service relations, ticket plan renewals/sales, training new personnel and special projects, leading to Customer Service Award for World Champions New York Yankees.

Main contact for sponsorship ticket requests, fulfillment of ticket requirements, Guest Relations Issues.

TICKETS AND EVENT SUPERVISION

Coordination of year round season ticket holder events.

Streamlined event setup procedures.

Coordinated ticket operations/procedures, customer service, training, and assisted with ticket sales earning Employee of the Month and Rookie of the Year Awards with the Charlotte Hornets.

Daily and event supervisor for will call and sales windows.

Ticket Operations including ticket seller and vault event reconciliation and event/ticket audits.

Implemented new ticket operations policies resulting in improved financial reconciliation, increased profits, improved ticket distribution, and collection of $500,000 in past due Playoff ticket payments.

Implemented quality control processes resulting in 98% efficiency in the accounting and distribution of tickets.

Recognized as Archtics expert, training personnel, building ticket manifests and creating mass refund procedures.

Serve as Ticketmaster liaison and manage enhancements.

Responsible for all fan services related to scoreboard operations.

Coordinated day of game promotional activities.

Increased ticket sales at multiple facilities through ticket window sales, season and group ticket sales, and add-on sales.

HIGHLIGHTS OF CAREER POSITIONS

Madison Square Garden Coordinator Guest Relations 10/2019-8/2020

Delaware North/Carolina Panthers Employee Relations/Training Associate 8/2017-10/2019

Charlotte Hornets Sports and Entertainment Event Supervisor – Box Office 5/2013-10/2019

CRVA – Bojangles’ Coliseum Assistant Box Office Manager 8/2015-6/2016

Los Angeles Sparks Membership Specialist 3/2015-8/2015

Fillmore and Underground/Live Nation Event Supervisor 5/2014-10/2019

Charlotte Motor Speedway Ticket Operations 3/2012-6/2013

Major League Baseball Sr. Events Coordinator 5/2005-2/2008

New York Yankees Ticket/Event Operations 4/2000-4/2005

EDUCATION AND PROFESSIONAL DEVELOPMENT

Old Dominion University, Norfolk, VA - Bachelor of Science in Sports Management

International Association of Venue Managers – Trained Crowd Manager

University of South Florida – Post-Crisis Hospitality Management Certificate

Biltmore Center for Professional Development, Asheville, NC - Beyond Customer Service: Gracious hospitality

Disney Institute - Disney’s Approach to Quality Service and Disney’s Approach to Employee Engagement

Cornell University – Talent Acquisition and Planning Certification

T.E.A.M - Certification in Alcohol Management

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