Click here for a downloadable copy of Mark’s résumé in PDF format.

Summary

Dynamic leader with over 18 years of operations and customer service experience. Detail-oriented, reliable, flexible and creative. Passionate about serving others domestically and abroad.

 

Education

Indiana University, Indianapolis, Indiana
B.S. Tourism, Conventions and Event Management

Indiana University, Indianapolis, Indiana
Event Management Certificate

 

Highlights

  • Operations, Leadership and Management
  • Hiring, Onboarding and Training
  • Customer Service and Interpersonal Relationships
  • Staff and Team Development
  • Communications and Technical Writing
  • Special Event Operations
  • Development and Fundraising
  • Computer and Technology Proficiency
  • Database Management and Administration
  • Ticketing and Access Control System Operations
Professional Experience

Child Sponsorship Field Team Coordinator
CMF International, Nairobi, Kenya
September 2014 – August 2018
  • Day-to-day oversight of front-line team managing Kenya child sponsorship program comprised of 16,000+ children across 23 urban and rural schools.
  • Development and implementation of efficient, scalable processes
  • Facilitation of ≈1,000 annual visits between visitors and sponsored children
  • Sorting, screening, logging and delivery of 4,000+ letters and gifts annually
  • Preparing, tracking and reviewing of 50,000+ letters from children annually
  • Updating photos and bio information of 16,000+ children biennially
  • Research and timely, accurate responses to information requests from sponsors
  • Improvement of consistency and quality of communications to sponsors
  • Report generation, monitoring for trends in giving and sponsor retention
  • Facilitation of beginner and intermediate Excel/Google Sheets trainings
  • Facilitation of trainings, creation of training video for new processes
  • Creation of Child Sponsorship Field Team SOP Manual
  • Established effective cross-cultural relationships with Kenyan nationals
  • System administration of sponsorship database and donor management software
  • Raised over $200,000 in gifts and ongoing commitments over 3 years

 

Associate Director, Urban Poor Ministries
CMF International, Indianapolis, Indiana
September 2012 – September 2014:
  • Oversight of $9 million child sponsorship program across 4 countries
  • Casting vision and setting expectations for child sponsorship program
  • Building, refining, focusing and leading home office sponsorship team
  • Management of growth of program from 7,000 to 12,000+ children
  • Implementation of scalable, efficient processes in preparation for growth
  • Confidential handling and processing of single and recurring donor payments
  • Timely response to sponsor inquiries, concerns and complaints
  • Improvement of experience, satisfaction and retention of 7,000+ donors
  • Implementation and administration of new donor management software
  • Introduction of CMF Child Sponsorship to new churches and organizations
  • Facilitation of sponsorship drives with over 75 existing partner churches
  • Report generation, monitoring for trends in giving and donor retention
  • Segmentation design and implementation for focused donor communications
  • System Administrator for donor management/CRM system
  • Creation of Child Sponsorship Home Office Team SOP Manual
  • Regular international visits to check on challenges faced by field teams
  • Effective collaboration with critical cross-cultural partners

 

Visitor Services Manager
The Children’s Museum of Indianapolis, Indianapolis, Indiana
November 2007 – September 2012
  • Member of Leadership Team for department consisting of over 30 full-time and 50 part-time team members in the areas of customer service and security
  • Created culture of recognition, respect and teamwork throughout department
  • Direct oversight of Concierge, Group Arrival, Show Ticketing, Rentals, Entry Gates
  • Indirect supervision of Box Office, Call Center
  • Interviewing, hiring of 30+ front-line staff and specialized, supervisory positions
  • Creation, implementation and facilitation of queuing, crowd control plans
  • Space planning and crowd flow of new Welcome Center and Group Arrival area
  • Daily tracking of attendance, monitoring trends against projections
  • Cashing out and balancing cashier tills
  • Oversight and preparation of department budget, strategic planning
  • Preparation for appropriate response to numerous emergency scenarios
  • Ensuring exceptional service delivery to over one million guests annually
  • Implementation of courteous, guest-friendly services and processes
  • Effective resolution of challenging guest situations
  • Creation and implementation of new department procedures manuals
  • Facilitation of department training and orientation for new staff
  • Development and implementation of Customer Experience Mapping project over the course of 3 years
Attractions Host
Walt Disney World, Orlando, Florida
May 2007 – December 2008
  • Safe operation of complicated ride systems for over 900 people per hour
  • Monitoring large crowds for safety and flow during parade operations
  • Consistently upholding Disney’s world-class brand of customer service
  • Recognition by operations leaders for performance and management abilities
Attractions Manager
Indianapolis Zoo, Indianapolis, Indiana
January 2003 – May 2007
  • Daily oversight of zoo attraction operations: train, roller coaster, carousel, 3-D ride, splash park and playground
  • Oversight of revenue centers: ride ticket sales and souvenir photo stand
  • Ensuring daily ride operations comply with and exceed state safety regulations
  • Creation of daily schedules, balancing operational needs with labor budgets
  • Response to and management of ride breakdowns or emergency situations
  • Providing great service to over one million guests annually
  • Effective resolution of challenging guest situations
  • Creation of progressive training and ride certification program
  • Creation and revision of all ride operations manuals and department guidelines
  • Training and orientation of new team members
  • Research and develop new attraction concepts, producing new revenue streams
  • Writing, directing, and producing annual haunted and holiday train rides

 

Guest Relations Manager
Indianapolis Zoo, Indianapolis, Indiana
January 2002 – January 2003
  • Oversight of Member Services at the main entrance: new/renewal and upgrade processing, guest ticket sales, entry validation
  • Indirect supervision of daily ticket sales and admission, rentals, parking
  • Monitoring of guest feedback, watching for trends in satisfaction levels
  • Daily setup and monitoring of box office and main entrance queues
  • Increased safety and efficiency with new bus drop-off and group entry procedure
  • Cashing out and balancing cashier tills
  • Implementation of immediate service recovery protocols for guest situations
  • Effective and appropriate resolution of challenging guest situations
  • New hire departmental training and orientation
  • Conceptual design of themed membership sales and marketing kiosk

 

Guest Services Shift Manager
Indianapolis Zoo, Indianapolis, Indiana
July 2000 – January 2002
  • Assisted in supervision of all front-line staff in box office, entrance gates, rental counter, and parking booths
  • Cashing out and balancing cashier tills
  • Acted as closing shift supervisor, closing out cash drawers, counting safe funds, completing closing reports, and ensuring security of all entry gates at end of day
  • Responsible for daily box office queue line setup and management
  • Assisted in resolution of challenging guest situations, escalating to appropriate leaders as necessary