Summary Dynamic leader with over 20 years of operations and customer service experience. Detail-oriented, reliable, flexible and creative. Passionate about serving others domestically and abroad.
Education Purdue University (IUPUI), Indianapolis, Indiana Themed Entertainment Design Certificate (expected completion May 2022)
Indiana University (IUPUI), Indianapolis, Indiana Events Management Certificate (completed May 2005)
Indiana University (IUPUI), Indianapolis, Indiana B.S. Tourism, Conventions and Event Management (completed Dec 2004)
Highlights
Operations, Leadership and Management
Creative Design and Production
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 Show Responsibilities
Leadership of combined Guest Relations and Membership Departments
Museum-wide champion of consistent, exceptional customer service initiatives
Big picture, strategic planning for department initiatives and goals
Set and review department policies, procedures and training programs
Overall department budget planning and tracking
Monitoring and reporting of Membership revenue and retention, and overall museum attendance
Project manager of new ticketing software implementation and integration
Administrator of ticketing and membership database and point of sale system
Show Responsibilities
Design and execute short and long-term strategies to meet membership sales and revenue goals
Create, oversee and manage Membership Department budget
Lead strategic efforts to meet and exceed annual membership growth and retention goals
Track membership sales, trends and projections on weekly and monthly basis
Lead team of front-line Membership Assistants
Train Membership and Guest Services Assistants in proper Membership Department processes and procedures
Develop strong cross-departmental relationships with partners impacted by Membership Department goals, events and operations
Show Responsibilities
Direct oversight of full and part time Box Office and Member Services Assistants
Responsible for motivating team to achieve specific monthly membership and donor sales goals
Implemented new staff training process
Improved signage and queuing for improved guest flow and experience at the box office
Interviewing, hiring of front-line staff positions
Cashing out and balancing cashier tills
Ensuring exceptional service delivery to over one million guests annually
Implementation of courteous, guest-friendly services and processes
Effective resolution of challenging guest situations
Show Responsibilities
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
Show Responsibilities
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
Show Responsibilities
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
Show Responsibilities
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
Show Responsibilities
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
Show Responsibilities
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
Show Responsibilities
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