Experience

Showtime Pictures

• Photography
• 1 - 100 Employee

• Director of IT & New Projects

  • Jul 2021 - Present

• Director of Customer Service and New Projects

  • May 2010 - Jul 2021

  CUSTOMER SERVICE/OPERATIONS• Developed and implemented two Customer Service Training Programs which resulted in an increase of 30% customer satisfaction, throughout the company's locations and overall sales • Collaborate closely with cross functional team leaders in developing and maintaining operational infrastructure• Proactively identify bottlenecks in the sales process and find ways to reduce them• Create and enforce up to date SOPs aligned with ever-changing business needs • Provide innovative solutions and create operational efficiencies • Implement online customer support platform and oversee its daily operation• Work diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations• Maintain Showtime’s relationships with locations management teams, including executive managementNEW PROJECTS• Lead on new projects, project management and execution process• Create, develop, and implement new digital, print, video products• Oversee modernization of operations including development and testing of integrated reporting, POS, and Kiosk programs• Manage multi-year capital improvement project for the Empire State Building location, from conception to grand opening, including coordination to allow continued operation during construction• Set up new locations including acquisition of hardware to on-site installation• Train new location managers and employees• Provide remote technical support for all locations Show less



Empire State Building

• United States
• Real Estate
• 1 - 100 Employee

• Guest Services Supervisor

  • Oct 2008 - May 2010

  • Delivered superior customer service by resolving product or service problems • Coached and motivated staff to deliver superior guest service • Aided customers by applying critical thinking to troubleshoot routine problems • Ensured operational efficiency by managing staff assignments to optimize coverage • Secured physical inspection of the entire guest route to deliver a seamless, safe, spotless, and fully functional environment • Prepared and maintained daily staff schedules, communication logs, and other required documents • Worked closely with the Admission’s manager to develop an extensive and comprehensive knowledge of product offerings, pricing recommendations, up-selling programs, and staff incentives to drive incremental sales • Collaborated closely with cross functional team leaders in developing and maintaining operational infrastructure • Balanced company and customer need to create win/win situations • Performed random cashier audits, cash drops and deposits Show less



Nba Store

• Brazil
• Retail
• 1 - 100 Employee

• Assistant Manager

  • Aug 2008 - Jan 2009

  • Oversaw the activities of sales representatives and team to meet sales target • Participated in the interviewing, hiring, and training of sales staff • Addressed issues on pricing, delivery of goods/services, and resolution of customer complaints • Managed the stocking and inventory of goods to ensure timely supply of order • Ensured the welfare of employees, and that their concerns were noted and addressed • Maintained an updated knowledge of company’s goals, vision, and values to ensure appropriate prioritizing • Collaborated with sales management to plan and develop effective sales strategies and to also set goals and targets • Performed administrative tasks of transaction recording, filing, and inventory • Supported sales managers in the planning and organization of periodic sales meetings • Monitored the performance of sales staff to spot weak areas that required improvements • Recommended and implemented training programs for sales reps and team to improve their work efficiency • Ensured adherence to work policies, ethics, and regulations Show less



Bag ‘n Baggae

• United States
• Retail Apparel and Fashion

• Assistant Manager

  • Sep 2006 - May 2007

  • Oversaw the activities of sales representatives and team to meet sales target • Participated in the interviewing, hiring, and training of sales staff • Addressed issues on pricing, delivery of goods/services, and resolution of customer complaints • Managed the stocking and inventory of goods to ensure timely supply of order • Ensured the welfare of employees, and that their concerns were noted and addressed • Maintained an updated knowledge of company’s goals, vision, and values to ensure appropriate prioritizing • Collaborated with sales management to plan and develop effective sales strategies and to also set goals and targets • Performed administrative tasks of transaction recording, filing, and inventory • Supported sales managers in the planning and organization of periodic sales meetings • Monitored the performance of sales staff to spot weak areas that required improvements • Recommended and implemented training programs for sales reps and team to improve their work efficiency • Ensured adherence to work policies, ethics, and regulations Show less



Knott's Soak City - Palm Springs

• United States

• Manager Park Operations

  • Jan 2006 - Aug 2006

  • Planned and implemented strategies to achieve constant improvements in visitor and employee satisfaction • Oversaw the effective application of health and safety regulations and risk assessment to ensure a safe environment for park employees and the public • Set budgetary and financial strategies • Project management of general park developments, including ride designs • Consulted with contractors, e.g. for the installation and integration of facilities • Developed, implemented, and monitored schedules for waterpark operations • Recruited, hired, and provided orientation and training of 200 employees • Planned and administered a training and development program within the department, which ensured well-trained employees at all levels • Facilitated Ellis Lifeguard training and certification • Acquired knowledge regarding all mechanical systems within aquatic facility and demonstrate ability to react as necessary to water conditions • Ensured the Aquatics Floor was properly staffed during all operating hours Show less



Knott's Berry Farm

• United States
• Entertainment Providers
• 1 - 100 Employee

• Area Manager Attraction

  • Mar 2000 - Jan 2006

  • Managed and directed two supervisors and their associated teams • Hired, trained, and managed over 300 employees • Complied to all state regulations and inspections • Developed and promoted principles and practices of a first-class customer service training program • Lead the development and maintenance of SOPs within assigned rides and attractions, ensuring they are strictly operated at all times in accordance with Health and Safety regulations, including ownership, development and management of the Ride Operations training manuals and training procedures • Spearheaded the development of a culture within Ride Operations which promoted continuous improvement in safety, quality, and service standards • Worked in partnership with Ride Operations management colleagues to perform the role of Duty Manager on rotation Show less