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Work Background
TessituraDirector, Business Development | B2B SaaS Sales, Tradeshow Management, Customer Success
Jan. 2023 - Mar. 2025North America- Drove membership growth by forming partnerships with nonprofit arts and cultural organizations across North America, enhancing Tessitura's community engagement and brand visibility. -Employed consultative sales techniques to strengthen client relationships and secure long-term memberships by aligning Tessitura's solutions with organizational goals. - Created customized proposals that highlighted Tessitura's software capabilities, resulting in successful RFP responses and increased revenue. - Developed a tradeshow logistics program that achieved a 25% reduction in annual costs and created a more competitive visual and technical footprint to enhance brand awareness in a competitive market. - Successfully identified and reactivated dormant accounts, boosting engagement with previously unresponsive leads.
The Public TheaterDirector of Audience Services | Customer Service, Theater Management, Box Office, Call Center
Jan. 2018 - Jan. 2023New York, New York-Developed the Audience Services department from the ground up, restructuring three legacy departments to better serve over 300,000 guests annually, while maintaining a balanced staffing budget exceeding $500,000. -Expanded access to internal, external, and VIP customer service by implementing an email management platform that handles over 15,000 emails annually, leading to a 25% reduction in call center calls. - Led cross-functional initiatives to create online help content and targeted email campaigns, resulting in a 100% increase in self-service tool usage, improved customer satisfaction, and a 25% reduction in customer support emails. - Created a volunteer corps program designed to promote community engagement and radical hospitality, aiming to restore stakeholder confidence and enhance cultural inclusivity. This initiative resulted in a 25% decrease in customers reporting service-related challenges when attending performances. - Expanded accessible programming for individuals with disabilities by 100%, resulting in 13,500 new constituents and generating $405,000 in ticket sales over nine years.
The Public TheaterTheater Manager | Customer Service, Performing Arts, Expanding access for people with disabilities
Apr. 2011 - Jan. 2018New York, New York-Managed daily operations for six performance venues across two locations, overseeing facility maintenance, customer service teams, safety measures, and a staffing budget exceeding $250,000 to ensure a seamless customer experience. -Created detailed job descriptions and instituted on-the-job training programs, improving hiring processes and attaining an average guest satisfaction rating of 4.5 out of 5 stars. - Redesigned the ticket distribution process for Free Shakespeare in the Park, enabling The Public to better understand the community served and increasing contributed revenue by 100%. - Developed and executed an Emergency Action Plan that recognized differences in practice depending on the time of day and the individuals present, leading to a 100% improvement in emergency response times. - Increased access for people with disabilities to Free Shakespeare in the Park tickets by 90% through process improvements, hardware and software implementation, marketing, and training.
State Theatre New JerseyFront Of House Manager | Customer Service, Performing Arts Management, Policy Development & Training
Oct. 2009 - Apr. 2011New Brunswick, NJ- Spearheaded the creation of a comprehensive training manual, overhauling emergency protocols for multiple venues, and successfully evacuating 1,900 attendees in under five minutes. - Revamped hiring practices and onboarded talent, leading to a 50% increase in customer service scores and reducing staff turnover by 75% within a year. - Championed web-based self-service scheduling software while managing an annual staffing budget of over $100,000, reducing overtime hours by 10%, enhancing customer service satisfaction, and increasing staff wages.
The MirageEntertainment Supervisor | Customer Service, Box Office, Ticketing, Resort & Casino, Entertainment
May. 2006 - Jul. 2009Las Vegas, Nevada, United States- Supervised operations and developed a team of over 60 members at two vibrant entertainment venues, including a prestigious Cirque du Soleil production within a four-star, four-diamond resort and casino. - Revamped staff training by introducing cross-property learning initiatives and robust customer service protocols aligned with The Mirage standards, enhancing team resilience and service quality in high-pressure situations.
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