Audience Services Manager

• Feb 2023 - Present

● Currently managing daily operations of a 182-seat equity theater ● Leveraging leadership techniques to create a productive and engaging environment by building positive professional relationships ● Priorities include delivering the highest quality of service during guest events ● Currently building and delivering more efficient Standard Operating Procedures for cost effectiveness, team satisfaction, and streamlining the audience experience ● Builds, creates, and executes programs for ticketing, subscriptions, memberships, groups sales, and season ticket packages using Spektrix CRM ● Works closely with the Director of Development in imagining, creating, and executing audience events such as galas, meet and greets, donor events, and dinners to achieve fundraising goals ● Actively seeks out opportunities for new development through community partnerships outreach ● Currently negotiating a partnerships with multiple senior living communities to build interest in theater, specifically to fill seats on normally low attendance performances ● Working with other teams to engage new possibilities in diverse communities Show less

Patron Experience Manager

• Nov 2021 - May 2023

● Created and managed a team consisting of box office, bartenders, valet, and volunteers ● Rebranded team designations from volunteers to ambassadors to increase recruitment numbers for the role(s) and give the individual more ownership for their part. ● Changed internal terminology from”staff” to “Premium Services Team” to reflect the importance of team roles in the customer experience ● Created a culture of personalized attention focused on exceptional level of service ● Provided training and development to the Premium Services Team with resources and guidance needed to perform their daily functions ● Managed the Ambassador onboarding program and introduced them to the Volgistics platform for availability for scheduling, milestone commemoration, and communication ● Management, scheduling, ordering, and hiring for the concession area ● Rebranded concession area to a bar/lounge called Harriett’s Bar to turn the boring concession into an experience. Introduced specialty cocktails that were thematic to the current production ● Upgraded the wines, liquors, and food selection at Harriet’s Bar. A small price per item increase parlayed into increased sales at the bar, which contributed to overall revenue earnings for each show. ● Held daily check-ins for regular updates with the Orlando Shakes team ● Was the VOG for shows urging guests to their seats, highlighting specialty cocktails, and greeting arrivals ● Model and creator of an interactive marketing installation for the Kinky Boots production. This gave guests an opportunity to “Wear the red Kinky Boots” for social media posts, and memorable photos, similar to a concept at the London Adelphi Theater. Show less

Manager, Front of House

• Oct 2017 - Feb 2022

● Worked with guests to navigate the extraordinary changes of the Performing Arts Center experience due to the Pulse Massacre which happened less than a mile away from the theater. This included metal detectors and increased security protocols along with changed operating procedures.● Managed guest experience through the onset of COVID, and the ongoing issues surrounding public gatherings. We closed in March of 2020 and resumed limited capacity in October of 2020 with masks, 6 foot separations, and other measures to ensure guest safety. This parlayed my position to include Safety Manager, which ensured guests followed the rules and made me unpopular with a segment of our guests. ● Handled complaints, escalations, settled disputes and resolved grievances to maintain customer satisfaction● As Safety Manager, learned complete knowledge of the facility (interior and exterior) including emergency procedures for active shooters, pandemics, and fire drills Show less

House Manager

• Feb 2016 - Oct 2017

● Ensured excellent guest service through team member coaching, role modeling, and incorporating customer feedback into policies to improve quality of service ● Worked with Creative Goods, Marquis Merchandise, Broadway Merchandise, and Max Merchandising for settlement for accounts payable/receivable and reporting with client tour production merchandise● Abided by and reinforced with team members strict adherence to non-disclosure agreements with performers including A-list celebrities● Maintained positive team environment by encouraging teamwork and respect in accordance with company mission Show less

Lead Guest Service Representative

• Sep 2014 - Feb 2016

● Evaluated report data to proactively adjust and enhance operations● Evaluated employees’ strengths and assigned tasks based upon aptitude, experience, and training● Worked directly with all levels of multiple divisions within the company e.g. guest service management, philanthropy, marketing and communications, ticketing, backstage, show procurement, production, education, information technology, events, operations and president of the board

Licensed Insurance Agent

• Sep 2020 - Mar 2021

● Assisted in the creation of a startup independent insurance agency during the COVID pandemic while on furlough at DPPAC ● Attended continuing education courses and workshops to gain additional insurance industry knowledge and certification ● Presented quotes to clients on behalf of the brokerage ● Researched wholesalers, clusters, brokers, intermediaries, aggregators, MGA, alliances and networks to insure the viability of the business operation ● Assisted in the creation of a startup independent insurance agency during the COVID pandemic while on furlough at DPPAC ● Attended continuing education courses and workshops to gain additional insurance industry knowledge and certification ● Presented quotes to clients on behalf of the brokerage ● Researched wholesalers, clusters, brokers, intermediaries, aggregators, MGA, alliances and networks to insure the viability of the business operation

Assignor/General Teller

• Nov 2015 - Aug 2017

● Maintained friendly and professional customer interactions ● Resolved guests’ complaints while maintaining positive customer environment ● Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures ● Coordinating with other departments: Chefs, Assistant Chefs, Kitchen Staff, Runners, Servers, Cultural Representatives, Leads and Managers ● Create reports for management review ● Maintained friendly and professional customer interactions ● Resolved guests’ complaints while maintaining positive customer environment ● Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures ● Coordinating with other departments: Chefs, Assistant Chefs, Kitchen Staff, Runners, Servers, Cultural Representatives, Leads and Managers ● Create reports for management review

Operations Manager

• Jun 2004 - Sep 2015

● Oversaw the preparation of commitments, policies, or other written evidence ● Managed the preparation and delivery of reports necessary for agents to transact closings ● Reviewed performance data to monitor and measure productivity, goal progress and activity levels ● Acted as a liaison between Direct Operations and Agency Services ● Worked closely with title examiners and Legal Counsel in reviewing Trusts, Satisfaction/Releases, Quit Claim Deeds and Marital Settlement Agreements and Dissolutions of Marriage ● Created Short Form Residential Policies ● Resolved advanced title issues, answer questions regarding process, procedures, and transactions ● Maximized performance by monitoring daily activities and mentoring team members ● Trained employees, resolved problems and set deadlines to ensure timely completion of work ● Ensured all employees are following all state and federal real estate and Department of Insurance guidelines Show less

Performer

• 1996 - 2001