Amy C. Email & Phone Number

Bloomfield Hills, Michigan, United States

Detroit, Michigan, United States

Served as lead on the Pandemic Response Team, provided guidance and training to employees and guests, ensured safety and cleanliness standards, and compliance to all local, state and federal pandemic safety protocols, verifying that all areas of operation remained within guidelines Curated a new guest experience in all public galleries that highlighted physical distancing and provide scientific information on pandemic safety measuresCollaborated with neighboring Midtown Detroit cultural institutions and NSF International to develop similar reopening plans for guest continuityAnalyzed business and guest trends to optimize sales and increase revenue streams by streamlining and maintaining internal controls over box office, retail, group sales, and membership Managed social media strategy and content development, increasing audience organically by over 5% in twelve monthsLaunched Smithsonian Affiliate Membership program, in agreement with Michigan Science Center's Smithsonian Affiliate designationMonitored internal marketing to ensure consistent brand messaging, including teaching staff how to answer commonly asked questions in a unified mannerMeasure and maintain KPIs and SOPs to guarantee departmental successHire, train, and coach front-line employeesProject Management:Oversaw and guided MiSci through the 2020 Summer of Science while aligning with organizational, local, state, and federal COVID-19 protocols and guidelinesManaged, oversaw and lead project team, including external contractors, to relocate the gift shop in 42 days to main entrance of museum. The project came in $5,000 under budget, included re-branding the retail experience while boosting sales.

Greater Detroit Area

Planned and coordinated marketing efforts in support of high passenger count cruises including website content, social media campaigns, and provided weekly KPI updates to both internal and external customers Worked directly with ship officers to maintain high levels of guest service to create a flawless transition between charterer and cruise line operations Coordinated extensive programming, logistics, and operations while onboard seven charter cruises Managed travel schedules, accommodations, and airfare for twenty tour managers, per cruise, throughout season Created and implemented strategies for improving operational efficiency and accuracy based on customer and staff feedback Provided support and training needed between cruise operations and reservations team to exceed client satisfaction

Operated over $1M in revenue in 2018 while increasing the group cruise business 233% from 2017 and was projecting additional growth for 2019 and 2020 travel seasons Determined project timelines and maintained schedules to ensure key milestones were met at every phase of the timeline and consistently completed projects under budget Created a repeatable standard operating procedure for the new cruise development Negotiated major contracts with vendors to achieve exceptional terms for both company and client alike Conducted post-trip surveys, analyzing results to influence experiential improvements Developed branding for themed cruises, collaborating with headliner agent negotiations, while creating social media campaigns, including running paid ads on major platforms, and customizing web content Processed, generated, and updated all contracts and required letters for headlining entertainers and musicians to be onboarded and offboarded at several unique ports

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and created a welcoming, positive experience Addressed customer concerns, demonstrating empathy and resolving problems swiftly Applied highly effective selling skills while properly engaging and presenting solutions Consistently exceeded daily inbound call goal expectation

Royal Oak, Mi

Managed and audited financial assets including cash, inventory, and budgets to reduce loss Responsible for department purchasing, including managing requests for quotes on large purchases Coached sales staff to increase incremental sales packages resulting in a consistent revenue increase of 13% over three years Accurately reported, projected, and analyzed attendance patterns of over 1.3 million guests to monitor seasonal variances to adjust for staffing and support planning Subject matter expert in troubleshooting IT equipment, monitoring point of sale system, and managing user accounts Counseled guests with concerns or other feedback with active listening, tact, and diplomacy Participated in cross-functional sessions to improve customer experience from solicited customer feedback and actioning upon that information to create a safer and more enjoyable environment for guests Trained all newly hired employees on organizational policies to establish a cohesive, unified team environment

Detroit, Mi

Managed a team of ten people who together were responsible for daily operations of Detroit Historical Museum and Dossin Great Lakes Museum including admissions, museum stores, facility rentals, and school group tours.