Experience

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  Massachusetts Convention Center Authority

  • Senior Event Services Manager, Cmp, Cem

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  Massachusetts Convention Center Authority

  • Boston, Massachusetts, United States

  • Senior Event Services Manager, CMP, CEM

    • Mar 2022 - Present
    • Boston, Massachusetts, United States

    CUSTOMER SERVICE• Serve as primary point-of-contact and advocate for the client, client contractors, the MCCA, and its internal departments-attaining mutually beneficial decisions through negotiation, education, and communication.• Consult with all levels of management within the organization on events and executes the implementation of facility services on behalf of the client and client contractors.PRE-EVENT• Partner with clients, client contractors, the MCCA, and its internal departments on tactical and strategic planning efforts to produce a successful and cost-effective event.• Promote additional services the facility offers, including audio/visual, transportation, public safety, and digital media.• Work with the public safety department to ensure floor plans and special permits are received and reviewed promptly and efficiently.• Review event specifications and confer with clients and contractors, coordinating necessary departments for consultation.DURING EVENT• Organize and lead Pre-Convention meetings with event representatives to ensure the client's needs are fulfilled during the execution of their event start-to-finish.• Supervise facility services to ensure proper set-up and timely execution of client specifications detailed in the published event workbook.• Act as the primary liaison to client and client contractors to ensure efficient operation and client satisfaction; administer building rules and regulations to the mutual satisfaction of all parties.POST-EVENT• Review and complete the final event settlement statement for invoicing- including building services and final attendance numbers through the fulfillment of the event checklist.• Prepare post-event reports detailing successes, challenges, and solutions to increase client satisfaction.ADVANCEMENT:Event Services Manager (March 2022- May 2023)

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  Dolaher Events, LLC

  • Framingham, MA

  • Director of Registration and Housing

    • Oct 2016 - Feb 2022
    • Framingham, MA

    Dolaher Events, is an award-winning producer of entertainment and technology trade shows and fan fests, in areas ranging from video games, anime, and comic-con, to hardware and user-specialized conferences.The business is based in Framingham, MA (near Boston), and has an experienced team who are also located in Washington, D.C., and Phoenix. Dolaher Events provides services from the most turnkey to the extremely customized and has a track record of great success in partnering with others.KEY ACHIEVEMENTS & RESULTS: • Evaluated registration companies for E3 and Silicon Valley Comic Con and made recommendations on which one would better serve the needs of the event • Developed and implemented registration process and procedures for events • On-site responsibilities included the layout of the registration areas, signage orders, supplies for the event including badge stock, holders, and lanyards. •Contract with a temporary agency. Creating and managing the scheduling of shifts and positions needed. Work with the agency on request additional onsite staff such as interpreters, survey staff, and other positions required by the client or internal staff. • Managing the volunteer program from recruitment, collecting forms, scheduling shifts and pre-event communication, and on-site management of the volunteers. • Compile training materials for on-site. Training of all temps and volunteers on event rules and processes.• Overall responsibility for customer service and overall management of all area(s) pertaining to registration.ADVANCEMENT:Director of Registration and Housing (2018 -2022)Director of Registration (2016 -2018)

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  Lord & Taylor

  • Burlington, MA

  • Part Time Sales Associate, Men's Department

    • 2002 - 2020
    • Burlington, MA

    Execute superior customer service include approaching customers promptly in a friendly manner, assisting with merchandise selection, opening new credit accounts, and capturing e-mail. Assist the department manager in markdowns and merchandising. Managed the men's department during liquidation, merchandising current and new inventory to maximizes sales. To the consolidation of the selling floor. KEY ACHIEVEMENTS & RESULTS:• Selected Employee of the Month for January 2011, the first part-time employee to receive this honor at the Burlington Mall location

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  IDG World Expo

  • Framingham, MA

  • Director, Registration & Housing

    • 2005 - 2016
    • Framingham, MA

    Strategize and design event logistics to meet organizational goals. Plan, implement, manage, and evaluate more than 50 domestic and international meetings, tradeshows, conferences, and events ranging from 20 to 90,000 attendees and budgets within $15,000 to $450,000. Build and maintain relationships with vendors, suppliers, and exhibitors; negotiate and oversee 150+ contracts per year. KEY ACHIEVEMENTS & RESULTS:• Directed registration for E3, the world's premier three-day trade show for interactive entertainment • Managed hotel room blocks for wide-ranging events including Anime Expo, GMS (Game Marketing Summit), FutureM – Boston, mNext, Macworld/iWorld & MacIT, Techmanity and QuakeCon generating $650,000 in commissions revenue • Enhanced client experience using automated on-line exhibitor hotel room list resulting in 6% increase in bookings from previous year and $15,000 reduction in overtime costs • Implemented on-site registration process using self-registration system saving attendees time in line; reduced badge processing time by 50% resulting in a $35,000 savings• Increased department productivity by 42% with cost savings of $56,000 per year by merging the hotel and registration call center into one group• Created Save in the City, a community-based retail savings program where attendees use event badge to receive discounts at department stores and restaurants available in the event area • Designed Scan and Go, a check-in process eliminating equipment costs of $75,000 while also reducing attendee check-in time from 25 seconds to <10 seconds • Initiated event check-in system for QuakeCon to track attendee computer equipment with 100% accuracy and success preventing equipment theft and lossADVANCEMENT:Senior Manager, Registration and Housing (2010 – 2016) Registration and Housing Manager (2008 – 2010) Registration and Housing Specialist (2006 – 2008)Housing and Travel Specialist (2005 – 2006)

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  The Conference Department, Inc.

  • Winchester, Massachusetts

  • Conference Manager

    • 2004 - 2005
    • Winchester, Massachusetts

    • Managed logistical aspects of Governing Magazine conferences• Oversaw site selection and contract negotiation with conference venues; brought process in-house increasing revenue by 50%• Lead pre- and on-site processes for registration, hotel bookings, operations, and food/beverage • Managed speaker relations coordinating travel arrangements, collecting biographic information, audiovisual requirements, and presentation materials• Collaborated with local temp agencies to screen and hire on-site help; train and managed staff• Edited, updated, and maintained website agenda and registration and payment processes

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  Dun & Bradstreet NetProspex

  • Waltham, Massachusetts

  • Marketing Assistance & Customer Service

    • 2003 - 2004
    • Waltham, Massachusetts

    • Managed daily on-line training workshops for Dun & Bradstreet products and services• Provided on-site registration coordinators in each city with instructions on registration procedures, policies, and updated registration lists• Maintained attendee registration and sales databases including updates and tracking reports• Analyzed data trends to define effectiveness of mailing to targeted audiences

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  Key3Media (Formerly Ziff-Davis Events, Inc)

  • Needham, Massachusetts

  • Account Services Manager

    • 1991 - 2003
    • Needham, Massachusetts

    • Managed Exhibitor Housing and Registration Department for 30+ events for North America brands including COMDEX, Windows World, NETWORLD, INTEROP, Java One, and Seybold Seminars• Lead registration and housing of custom events for clients including Harvard University, IBM, Intel, Sun Microsystems, and Texas Instruments• Oversaw a team of nine full time and ten part time employees; streamlined internal procedures resulting in increased customer service engagement• Created and executed marketing and sales strategy campaigns (both print and online) for hotel; increased hotel bookings by 15% from previous year• Helped streamline and automate billing system by synching housing system with accounting software to transfer invoice data for pre-paid room blocks; eliminated duplicity of data entry saving company $27,000 per year in expensesADVANCEMENT:Account Services Manager (2000 – 2003)Senior Manager of Registration and Housing (1998 – 2000)Assistant Manager of Registration and Housing (1996 – 1998)Customer Service Coordinator (1993 – 1996)