Customer Service Professional

Rate, USD
$37 / hour
Work schedule
Full Time,
Language skills
English
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About me

Motivated and versatile professional with expertise spanning customer service, team leadership, ticketing CRM management, and project management. A results-oriented leader highly regarded for driving customer satisfaction and retention, proactively identifying and addressing needs, and supporting the success of day-to-day operations. Out-of-the-box thinker recognized for training, mentoring, and supporting volunteers, staff members, and leadership. Proven track record of resolving complex issues, maintaining CRM and ticketing systems, developing and implementing digital solutions, and delivering software-focused trainings. Recognized for superb communication skills, with the capacity to build productive, professional relationships. Experience with Salesforce and PatronManager administration.


Professional area



Education

August 2010/May 2014 Bachelor of Arts in Theatre and Honors English @ Drew University

Experience

2020 to Present Director Of Audience Services @ South Orange Performing Arts Center

• Serve as the Head of Customer Service and PatronManager Consultant for the organization; maintain databases, update accounts, as well as manage ticketing, events, and donations.
• Provide dynamic, high-quality leadership to 14 employees in the audience services department, including the Audience Services Manager, Box Office Manager, and Head House Manager, to ensure efficient daily operations.
• Support the advancement of marketing goals and objectives by compiling relevant data and writing engaging copy.
• Orchestrated and led the successful implementation of Square POS to streamline concession payments during shows.
• Employ technical knowledge to develop ticketing pages, complete payroll for 14 part-time staff, and submit reports.
• Build collaborative relationships with artists and management to ensure optimal trust and support.
• Facilitate the successful execution of events by hiring and directing external staff as needed.
• Contribute to strategic decision-making, such as determining the season for the theatre and presenting updates to the Board of Governors.
• Navigate complex obstacles, issues, and challenges with an innovative and solution-focused mindset.
• Evaluate staff member performance to identify strengths and opportunities for additional coaching.
• Gain a deep understanding of audience/customer needs to deliver relevant, value-added solutions.
• Adapt to quickly changing priorities within a fast-paced work environment

2017 to Present Manager-on-Duty @ South Orange Performing Arts Center

• Coordinate and manage all front-of-house staff and audience operations during the summer months.
• Comply with establish protocols and procedures while handling cash and merchandise.
• Build rapport with customers by providing outstanding customer service across all interactions.
• Collaborate with and support production staff as needed.

2019 to Present Managing Director of AdvantageArts @ Drew University

• Cultivate and maintain collaborative relationships with the Arts High School and People’s Preparatory Charter School, including engaging with parents/guardians and students on a regular basis.
• Liaise with faculty members to drive the success of the Advantage Arts program.
• Act as a Teaching Artist with the organization and provide leadership, guidance, and direction to other teaching artists.

2019 to Present Freelance Beta Reader & Editor @ Self-Employed

• Strengthen the quality of client products by reading and providing simple markup edits and inline notations in Microsoft Word, including comments, questions, revisions, and suggestions.
• Produce separate documents to provide feedback to clients regarding character and plot analyses

2013 to 2016 Administrative Assistant @ Royal Family Productions

• Handled an array of administrative tasks, such as organizing calendars, sending emails and letters to donors and patrons of the theatre, and updating the Salesforce database; held accountability for general theatre upkeep.
• Developed a positive work environment by interviewing and training new interns and volunteers.


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