Manager of Visitor Services and Donor Records

• Mar 2023 - Present

Retail Sales Associate

• Jul 2022 - Oct 2022

Facilitated merchandise selection and completed sales transactions in a high-end gift boutique featuring Native American jewelry and pottery, artwork, home goods, and outdoor gear. Maintained visually appealing merchandise displays and stock management to GTLC and National Park Service standards to enhance product visibility and promote inventory movement. Facilitated merchandise selection and completed sales transactions in a high-end gift boutique featuring Native American jewelry and pottery, artwork, home goods, and outdoor gear. Maintained visually appealing merchandise displays and stock management to GTLC and National Park Service standards to enhance product visibility and promote inventory movement.

Assistant Athletic Director, Ticket Operations

• Jun 2016 - May 2022

Guided management and budget oversight of the Wake Forest Athletic Ticket Office by cultivating a top-notch customer service team dedicated to providing prompt support, resolving customer issues, and delivering memorable fan experiences at all events. • Headed ticket operations responsibilities for football and men’s basketball programs at over forty-five yearly home and away events, including sales planning and execution for six cumulative post-season bowl games, the 2021 ACC Football Championship, the yearly ACC Men’s Basketball Tournament, and periodic MBB NCAA & NIT appearances.• Facilitated season ticket renewal applications, online sales flow and checkout setup, authorized comp ticket approval and maintenance of audit records, and collaborated weekly with outbound sales, marketing, communications, and development teams on high-level projects.• Executed priority seating and parking allocation for donors and season tickets holders, increasing customer retention and loyalty and ensuring return value to customers on their donations and ticket memberships. • Served as a key member of the COVID-19 “CAN” Committee, tasked with executing revenue maximizing COVID-19 compliant seating assignments and the transition to mobile ticketing for all athletic facilities and WFU commencement ceremonies, while staying abreast of ever-changing state and local policies to ensure all events proceeded smoothly with minimal disruption to fans.• Supervised full-time ticket office personnel and part-time ticket workers for events held at six WFU facilities. Show less

Director Of Ticket Operations

• Feb 2012 - May 2016

Associate Director of Ticket Operations

• Sep 2010 - Jan 2012

Served as Assistant Director and subsequently promoted to Associate Director, executing ticket operations of all ticketed Olympic Sports.• Spearheaded sales, guided customers through membership renewals and upsell opportunities, executed group sales promotions in collaboration with the marketing department, and engineered distribution of tickets for Olympic sports including hosting post-season events, while adhering to NCAA rules and regulations and providing exemplary customer service and account management.• Dispatched balanced staffing schedule for office employees, ensuring all events had appropriate personnel. Programmed the ticket office’s role in special marketing events including Fanfest, Spring Day football game, and Deacon Club donor appreciation day.• Completed daily bank deposit of ticket office funds and assembled monthly revenue and entertainment tax reports for reconciliation with the Finance and Accounting Office. Show less

Assistant Director of Ticket Operations

• Apr 2008 - Aug 2010

Ticket Office Assistant

• Jul 2007 - Mar 2008

Served in front-line role as a customer service and sales representative while working a vast line-up of over one hundred athletic events yearly.• Responded to customer complaints by investigating and troubleshooting problems; provided technical support and resolution to adverse situations in a timely manner.• Utilized excellent customer service skills to respond to high-volume of in-bound calls, emails, and in-person visits promptly responding to customer sales inquiries, questions, and concerns.• Facilitated season ticket renewal phone campaign encouraging football and men’s basketball season ticket holders to renew their memberships and parking prior to priority deadlines.• Made accurate cash and credit card sales, reconciled cash drawer daily, and prepared batch report to balance sales ledger.• Fulfilled ticket printing and shipment of orders to customer database in timely manner with precise attention to detail prior to all Wake Forest athletic events. Show less

Media Relations & Creative Services

• Mar 2005 - Feb 2006

Gained firsthand communications and public relations experience in the media relations and creative services departments, while aiding with ticket sales and post-game on-field marketing promotions. • Updated statistics and team information for scouts and radio personnel, prepared press releases and general interest articles about the Grasshoppers for local media outlets, team website, and program. • Operated video and sound board equipment including the instant-replay system, providing an entertaining event for fans. • Aided customers with ticket purchases and provided advice on the best sales opportunities via in-bound and out-bound phone calls, walk-up sales, and in-person visits on game day. Show less