Experience

Freshtix

• United States
• Events Services
• 1 - 100 Employee

• Director Of Business Operations

  • Jul 2019 - Present

• Director Of Business Operations

  • Jul 2019 - Present

  Provide inspired leadership for the operations of Freshtix, TIcket Alternative Ticket Printing and the Call Center which are three major lines of business for the organization. Responsible formaking strategic decisions as well as the development and implementation of operational policies and procedures. Monitoring the organization’s functions and build processes that meet business needs, including tracking business results and monitoring KPIs.

• Customer Experience Manager

  • Apr 2016 - Jun 2019

  Oversee the daily operations of the Ticket Alternative contact center consisting 20+ Customer Experience Representatives, servicing clients such as Fox Theatre, Infinite Energy Center, Blumenthal Performing Arts Center (Charlotte, NC), and Atlanta Botanical Gardens.Recruit, interview, and train all Customer Experience Representatives in the call center. Train all Customer Experience Representatives on multiple ticketing platforms including Paciolan, Audience View, AXS/Back Office, and FreshTix. Provide ongoing training with venue /site visits and lunch-and-learns for new and existing clients.Schedule staff based on anticipated call volumes, events, and event on sales of call center clients.Monitor telephone activity of Customer Experience Representatives and provide constructive feedback to ensure the delivery of excellent customer service



Room & Board

• United States
• Retail
• 500 - 600 Employee

• Design Associate/ Customer Experience Liaison

  • Aug 2014 - Apr 2016

  Provide professional, relationship-based sales experiences to customers.Problem solving in a solution-based, design-focused sales environment.Contribute to the financial health of the market by meeting personal sales goal of $780,000 annuallyFacilitate new-hire acclimation and continued education of all team members.Coordinate monthly volunteer opportunities for all employees with our community partner. Provide professional, relationship-based sales experiences to customers.Problem solving in a solution-based, design-focused sales environment.Contribute to the financial health of the market by meeting personal sales goal of $780,000 annuallyFacilitate new-hire acclimation and continued education of all team members.Coordinate monthly volunteer opportunities for all employees with our community partner.



Urban Outfitters

• United States
• Apparel & Fashion
• 700 & Above Employee

• Assistant Store Manager

  • May 2013 - May 2014

  Oversaw the daily operations of store with and annual turnover of $8+ million, including direct supervision of five department managers and 50+ sales associates by assuming total accountability for sales, service profitability, and loss prevention.Recruited, trained, and developed a productive store team, while maintaing the highest retention rate of part-time and seasonal employees in five years.Maintain store staffing requirements and schedule appropriately to support forecasted sales and payroll budgets.Manage the store environment by overseeing all levels of customer service and by setting daily goals to create a positive store environment.Conduct annual performance reviews on store management and sales associates, providing constructive feedback to ensure professional growth of employees.Planned and coordinated quarterly in store events with local artists, vendors, and beverage companies, introducing the company to new community demographics.

• Department Manager

  • Nov 2012 - May 2013

  Oversaw the operations of a $4million+ store, including direct supervision of 30+ sales associates and assumed total department accountability for merchandise presentation, sales, and customer service.Conduct productive meetings and walkthroughs that focus on operations and merchandising expectations to ensure daily goals were met.Managed all aspects of the department in collaboration with the store manager and merchandiser with regard to: training, shipment placement, markdowns, merchandising, and overall store standards.



Madoline Touring Inc. (The Constellations)

• Professional Musician

  • May 2009 - May 2012

  Performed on multiple Regional, National, and UK tours. Performed at major U.S. festivals including: Bonnaroo, Lollapalooza, Austin City Limits, and Bumbershoot. Performed on multiple Regional, National, and UK tours. Performed at major U.S. festivals including: Bonnaroo, Lollapalooza, Austin City Limits, and Bumbershoot.