Database & Prospect Manager

• Jun 2023 - Present

Manager, Visitor Services

• 2019 - May 2023

Led team of 20 visitor service assistants and six (6) customer service associates. Liaise with external stakeholders, including teachers, tourism and church groups, bus companies, trade shows, other museums, historical societies, researchers, and higher ed students. Collaborate with internal partners, including executive team as well as marketing, sales, design, finance, event planners, maintenance, gift shop, IT, guides, and program departments.

Supervisor, Visitors Service

• 2011 - 2019

Managed and provided sales training to 10 visitor-facing employees and six (6) customer service team members to optimize sales. Customized user interface for event, program, and tour combinations as ticketing software administrator. Collaborated with IT and vendor teams to optimize system functionality after upgrades and troubleshoot issues. Created and managed annual budget of ~$700K.

Information and Tours Office Supervisor

• 2007 - 2011

Led call-center team of seven (7) in Information and Tours office that spoke with ~30,000 potential visitors per year. Guided delivery of exceptional customer experience by demonstrating hospitality in scripts and process. Shared comprehensive information about offerings while selling museum tours, events, conferences, school programs, group tours, and area attractions. Managed processing of invoices / refunds and provided daily financial reports to accounting.

Information and Tours Office Coordinator

• 2002 - 2007

Interviewed and trained Information and Tours Office team as hands-on supervisor. Implemented office procedures, including group tour payment protocols, program refunds, and large events ticket fulfillment.

Switchboard Operator

• 1995 - 2002

Fielded ~300 inbound calls per day. Managed ordering and distribution of onsite telecommunications equipment inventory. Liaised with service provider to troubleshoot telecommunications failures, resolve issues, and manage warranty claims.