Experience

Genesee Theatre

• United States
• Performing Arts
• 1 - 100 Employee

• Ticketing/Patron Services Manager

  • Nov 2004 - Present

  - Coordinate the set-up and distribution of ticket sales for venue with over 70 events 77,000 seats and $2,700,000.00 in sales annually. - Manage all Ticketing and Front of House operations that received several awards and over 90% positive approval rating in guest satisfaction. - Generate offers and settle events for venue and outside promoters. - Spearhead a number of upsell packages that resulted in generating an additional 18% in revenue per event. - Develop training and incentive programs resulting in an 85% retention rate of Front of House staff. - Assist in the creation and design of venue’s website. - Collaborate with Marketing to build brand and increase show sales via print and digital media outlets. Examples include implementation of standardized email campaign resulting in 30% increase in sales in 2014 prior to general on sale of events. - Responsible of all web and social media marketing including but not limited to Facebook, Twitter, Yelp, TripAdvisor, ReverbNation, and Patch. - Negotiate renewal agreements with Ticket Vendor and Local Ticket Seller Union. - Assist in the coordination of fundraising opportunities with the Friends of the Historic Genesee Theatre. - Programming Director for the Film Series at the Genesee Theatre. Show less



Fox Cities Performing Arts Center

• United States
• Performing Arts
• 1 - 100 Employee

• Ticket Office Manager

  • Jan 2002 - Sep 2002

  - Supervised Ticket Office Operations of new Multi-arts facility. Responsibilities included staff recruitment, retention, and service recovery and fund control. - Exceeded management’s expectations with fulfillment of the Fox Cities inaugural subscription series. - Developed policies and procedures governing Box Office Operations. - Constructed internal auditing system to track all sales including income, reconciliation and settlement reports. - Supervised Ticket Office Operations of new Multi-arts facility. Responsibilities included staff recruitment, retention, and service recovery and fund control. - Exceeded management’s expectations with fulfillment of the Fox Cities inaugural subscription series. - Developed policies and procedures governing Box Office Operations. - Constructed internal auditing system to track all sales including income, reconciliation and settlement reports.



Potawatomi Bingo Casino

• Ticketing/House Manager

  • Nov 2000 - Jan 2002

  - Opening Manager of 600 seat cabaret space and1400 seat hall for major entertainment destination in Milwaukee, WI. - Assisted in the booking and settlement of performances with artist agencies. - Worked with various departments including Marketing, Group Sales, and operations to coordinate public and private bookings. - Developed standardized customer service training program to provide the highest level of service to guests. - Implemented employee initiated program to motivate and increase proactive customer service. Show less



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Ticket Center Coordinator/Event Creator

  • Apr 1999 - Nov 2000

  - Assisted Wisconsin’s ticket centers in various aspects of customer service including field training, supply requests, answering questions and handling customer complaints. - Worked with Client Services with the creation, proofing, and troubleshooting events for venues. - Processed internal departmental requests. - Assisted Wisconsin’s ticket centers in various aspects of customer service including field training, supply requests, answering questions and handling customer complaints. - Worked with Client Services with the creation, proofing, and troubleshooting events for venues. - Processed internal departmental requests.



ESPN's Wide World of Sports Complex

• Sports Ticketing Specialist/Trainer

  • Jan 1998 - Apr 1999

  -Coordinated single and subscription sales for a wide variety of sporting events including the Atlanta Braves Spring Training, USTA Clay Court Championships, and the National Car Rental Golf Classic. -Designed Training manuals governing ticket office and customer service operations. -Completed Disney's Certified Training Program enabling me to educate new team members in Disney's "above and beyond" philosophy of guest service. -Resolved customer service issues by implementing unique service recovery strategies. Show less



House of Blues

• United States
• Entertainment
• 700 & Above Employee

• Ticketing Sales Representative

  • Sep 1997 - Apr 1999

  -Utilized Ticketmaster Personalized Computer Interface (PCI) to process walk up and phone orders. -Coordinated will call for various concert events. -Field information calls for the House of Blues and Downtown Disney’s West Side. -Utilized Ticketmaster Personalized Computer Interface (PCI) to process walk up and phone orders. -Coordinated will call for various concert events. -Field information calls for the House of Blues and Downtown Disney’s West Side.