Résumé

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, Indianapolis, Indiana
Themed Entertainment Design Certificate (expected completion May 2022)

Indiana University, Indianapolis, Indiana
Events Management Certificate (completed May 2005)

Indiana University, Indianapolis, Indiana
B.S. Tourism, Conventions and Event Management (completed Dec 2004)

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
Director of Member Services
Conner Prairie Museum, Fishers, Indiana
September 2019 – Present
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
Box Office Manager
The Children’s Museum of Indianapolis, Indianapolis, Indiana
December 2018 – September 2019
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
Child Sponsorship Field Team Coordinator
CMF International, Nairobi, Kenya
in partnership with Missions of Hope International, Nairobi, Kenya
September 2014 – September 2018
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
Associate Director, Urban Poor Ministries
CMF International, Indianapolis, Indiana
September 2012 – September 2014
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
Visitor Services Manager
The Children’s Museum of Indianapolis, Indianapolis, Indiana
November 2007 – September 2012
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
Attractions Host
Walt Disney World, Orlando, Florida
May 2007 – December 2008
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
Attractions Manager
Indianapolis Zoo, Indianapolis, Indiana
January 2003 – May 2007
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
Guest Relations Manager
Indianapolis Zoo, Indianapolis, Indiana
January 2002 – January 2003
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
Guest Services Shift Manager
Indianapolis Zoo, Indianapolis, Indiana
July 2000 – January 2002
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