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RESUME

EXPERIENCE

 

Patron Technology
Customer Care Senior Team Lead
July 2018 - Present
 

  • Working within Patron’s toolbox of products and ticketing solutions including
    Showclix, Growtix, Ticketbooth, Ticketleap, Thuzi/Hypno, and Token.

  • Facilitate interviews, hirings, and separations

  • Training, onboarding, developing, mentoring, motivating, and counseling onshore and offshore agents in a manner that sustains a high-performance team and minimizes turnover

  • Liaise between our company’s customers and its clients, while also building a closer relationship with our account managers and client support reps to help meet operational goals

  • Experienced stakeholder who can effectively capture and document both our agent and customer’s journey via various admin features, requests, bugs, Self-Service Exchanges, etc.)

  • Facilitate client onboarding documentation to establish event policies

  • Develop customer-facing help articles/tutorials and help site content

  • Process box office requests such as ticket sales, comps, refunds, and upgrades

  • Print orders for fulfillment and run mailing reports. Also trained in onsite fulfillment and ID&C

  • Answer customer inquiries in a cordial and professional manner

  • Resolve escalated customer-facing concerns

  • Supervise day-to-day operations of agents, contractors, and team leads

  • Supervise Team Leads through our internal QA process

  • Implement structures to improve workflow and equally distribute tasks amongst the department

  • Passion for coaching with a desire to continuously improve and grow others

Skills

 

  • Managing Multiple Priorities

  • Relationship Management

  • Interpersonal Abilities

  • Brand Management

  • Event Management

  • Time Management

  • Analytical Thinking​

  • Creative Thinking

  • Customer Service

  • Content Creation

  • Critical Thinking​

  • Detail Oriented 

  • Organization

  • Social Media

  • Team player

  • Garageband

  • Copywriting

  • Networking

  • Advertising

  • MailChimp

  • Salesforce

  • Mac OSX

  • Dialpad

  • Slack

 

The Great Escape Room Pittsburgh
Location Manager
October 2017 - June 2018
 

  • Supervise day-to-day operations

  • Schedule staff to best meet the needs of company schedule

  • Customer interactions including scheduling events, responding to inquiries, marketing, troubleshooting, etc.

  • Manage the physical aspects of the venue: aesthetics, repair, maintenance, maintaining a safe, professional environment. This includes minor repairs, initiating immediate notification of any puzzle or building defects

  • Complete a variety of reports throughout the month

  • Submit payroll bi-weekly and maintain petty cash

  • Closely supervise employees, ensure that employees are held to high standards and represent the company with integrity,

  • Maintain social media sites including Instagram, Facebook, and Twitter.

  • Keep the venue clean and organized

 
Terra Fermata
General Manager
September 2015 - October 2017
​
  • Managing concerts and events from start to finish 
  • Revamping company website
  • Implementation of new advertising outlets
  • Hiring and firing of staff
  • Handling the day to day operations of the venue
  • Collecting monies and tickets for shows
  • Responsible for bank drops and financial tracking of the venue
  • End of show settlements to bands
  • Placement of scheduled events to the HoldMyTicket ticketing platform
  • Coordinating employee schedules
  • Foster relationships with members of the local community as well as bands/press/agencies/managers

 

EDUCATION

 

University of Florida

​August 2011 - May 2014

BS in Advertising with an Outside Concentration in Theatre and Dance. Prior to my attendance at UF, I received my Associate in Arts Degree from Indian River State College. 

 

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