Eric Shields Email & Phone Number

The Colony, Tx, Us

Atlanta, Georgia, United States

Washington D.C. Metro Area

-Manage seasonal staff of upwards of 80 ticket sellers and supervisors to ensure service and sales excellence, while Directed/Managed and encouraged sales goals for staff to sell an average of 104k tickets per season at the ticket windows -Actively maintained appropriate staffing budget level by efficiently maintaining staffing levels for all events throughout the year-Trained, motivated, and managed team through large-scale ballpark events including holiday events, concerts, all 2018… Show more -Manage seasonal staff of upwards of 80 ticket sellers and supervisors to ensure service and sales excellence, while Directed/Managed and encouraged sales goals for staff to sell an average of 104k tickets per season at the ticket windows -Actively maintained appropriate staffing budget level by efficiently maintaining staffing levels for all events throughout the year-Trained, motivated, and managed team through large-scale ballpark events including holiday events, concerts, all 2018 All-Star Week events, and the 2019 World Series -Facilitate interviewing, hiring, and training of all seasonal box office staff and actively manage all box office operations and services for sellers and supervisors to facilitate direct sales to customers, provide coaching and support to all staff members as well as to ensure adherence to the code-of-conduct, behavioral expectations and exceed a service level of excellence-Develop and maintain all employee orientation items such as uniforms, credentials, handbooks, and manuals distributed to seasonal staff at the beginning of each season to ensure proper adherence to MLB and Washington National Baseball Club standards -Deliver superior customer service through email, phone, and face-to-face communication, including effectively and efficiently resolving escalated ticket issues as a first point-of-contact for seasonal staff and fans on game and non-game days-Develop and manage sales and service excellence programs to inspire and motivate seasonal staff to perform at the highest level-Performs payroll for all seasonal staff on a timely and consistent basis-Resolve ticket issues in a timely manner during the season and in off-season-Prepare gameday attendance and revenue records and maintain reporting and audits for Dream Foundation philanthropy and deposits of all receipts and cash for the box office-Manage the department’s window signage, supplies and staff incentive ordering within the department’s budget Show less

Greater Milwaukee Area

-Reviewed resumes, conducted interviews and assisted with hiring, scheduling, and training a staff of 55+ seasonal employees in addition-Assisted in development of Employee and Orientation manuals and monitor adherence to code-of-conduct and behavioral expectations-Assisted in developing ticket system and phone/window training programs and carrying-out necessary training sessions to develop long-term staff and high achievers-Developed and execute Phone Center monitoring program and… Show more -Reviewed resumes, conducted interviews and assisted with hiring, scheduling, and training a staff of 55+ seasonal employees in addition-Assisted in development of Employee and Orientation manuals and monitor adherence to code-of-conduct and behavioral expectations-Assisted in developing ticket system and phone/window training programs and carrying-out necessary training sessions to develop long-term staff and high achievers-Developed and execute Phone Center monitoring program and carry-out timely and relevant coaching sessions, reporting results and observations to Manager to assist with staff performance reviews-Assisted in creation and implementation of a systematic bi-weekly and yearly Rewards program, aligned with our department vision, designed to create a dynamic and challenging environment, actively monitoring employee results and effectiveness -Created and implemented tools to systematically monitor office culture and key programs such as Daily Briefings and Daily Success Recap’s-Responsible for creating the agenda for and carrying-out daily briefings with the goal of developing sales and service professionals by developing soft skills and teaching exceptional service and up-sell and alternative and target offer strategies -Assisted with generating ideas and topics for Phone Center webinar program that directly correlate to the 3 specific goals of the Ticket Office, in addition to ensuring completion by providing timely and efficient feedback-Delivered superior customer service through phone, email, and online chat communication, including effectively and efficiently resolving escalated issues as the first point of contact for staff, utilizing Microsoft CRM-Delivered exceptional written and verbal communication to staff in office meetings and events, emailed Daily Update, and sales and service messaging boards-Executed other assignments including system development, printing daily ticket batches, and attending Management and Sales seminars Show less

Greater Milwaukee Area

-Provided training and feedback through execution of Call Monitoring program and bi-monthly coaching sessions to develop and facilitate employee growth, creating accountability from specific goals aligned with the department vision-Oversaw and participated in bi-weekly webinars, Daily Success Recaps, and Development meetings designed around creating an environment where seasonal staff can think on a higher level and acquire the necessary skills to perform all requirements of the… Show more -Provided training and feedback through execution of Call Monitoring program and bi-monthly coaching sessions to develop and facilitate employee growth, creating accountability from specific goals aligned with the department vision-Oversaw and participated in bi-weekly webinars, Daily Success Recaps, and Development meetings designed around creating an environment where seasonal staff can think on a higher level and acquire the necessary skills to perform all requirements of the position at a high level -Managed, led, and developed seasonal staff of 50+ employees by being a point person for all ticket promotions and policies and recognizing and rewarding top performers through the execution of our Monthly Rewards program-Active with communication for seasonal staff through daily briefings and daily updates, in addition to providing up-to-date information regarding new policies and department activity-Assisted in ticketing system event building, such as developing keywords for events, adjusting game times, and managing price codes-Delivered superior service through high levels of phone, email and live chat communication, including effectively resolving escalated customer service issues when they arise-Tickets.com software proficient and assisted front-line staff in migrating to Pro Venue ticketing system mid-season-Drove high retention rates through timely and efficient processing of single game ticket orders and feedback of escalated issues through Microsoft CRM program Show less

Greater Milwaukee Area

-Processed and distributed postseason payments and tickets, 20-game season ticket packages, and group orders totaling at least 600k single game tickets-Generated sales through inbound and outbound calls and processing all mail order promotional ticket requests in excess of 113k single game tickets-Prepared ticket requests for VIP’s and employees for all home games delivering superior customer service along the way

Greater Milwaukee Area

-Assisted with fulfillment and distribution of special ticket requests for VIP’s and employees and individual, group, and season ticket orders-Serviced others by handling ticket and seat discrepancies using Pro Venue Elite ticketing system-Closed out window and mail staff daily by assisting with balancing and bookkeeping of sales totals and audited yearly sales and redemption vouchers from all ticket promotions

Greater Milwaukee Area

-Created and maintained budget spreadsheets for each of the organizations departments-Made journal entries and ledger posts and performed reconciliations of financial statement, ledger accounts, and journal entries using Sage ERP MAS 500 program-Handled deposits and voucher payables for Brewers Charities and assisted with Performance Clean LLC projects including inventory management

Greater Milwaukee Area

-Managed ticketing inventory using Pro Venue Elite and assisted with servicing group outings and monitoring all-inclusive areas for all 81 home games-Spearheaded project managing group outing surveys designed to assess the satisfaction of group visits