Heather Agan Email & Phone Number

Atlanta, Ga, Us

St Petersburg, Florida, United States

-Analyze and manage over 50 customer feedback surveys weekly, using the results to optimize overall experience scores.-Orchestrate the Tropicana Field tour program, coordinating tour dates, selecting tour guides, and overseeing both private and internal tour requests. -Deliver detailed gameday briefings to diverse staff groups, ranging from 20 supervisory staff to over 150 employees, ensuring operational readiness and service standards.-Collaborate cross-functionally with ticketing, security, concessions, and other departments to improve guest experience and resolve challenges as needed.-Act as Manager on Duty for gameday and non-gameday events, ensuring a seamless operation and exceptional guest service by overseeing daily activities, resolving issues quickly, and maintaining the highest level of service.-Support staff management by assisting with ABI, including coordinating staff communications and addressing inquiries.-Contribute to hiring, training, management, and recognition efforts for over 250 employees.

Atlanta, Georgia, United States

-Run the lost and found operation by managing over 2,000 inquiries and increasing efficiency in the process. -Organize and respond to over 200 guest inquiries weekly via mail, phone, and email, including sending fan experience issues to the appropriate departments.-Executed more than 150 personalized gameday experiences through seat visits, postgame photos, and Friday night fireworks. -Increased Gameday Staff Store single-season revenue by $15,000 through leveraging relationships with other departments to obtain diverse inventory and implemented strategic sales tactics.-Key stakeholder in planning/execution of recognition programs such as mid-season appreciation, Diamond Honorees of the Month, one-on-one write-ins, and the Gameday Staff Store. -Manage and lead a team of 70 non-gameday special events staff by sending all shift communication, creating staffing plans, acting as manager on duty as needed, and troubleshooting issues, including staff disciplinary action. -Assist in recruiting, hiring, training, onboarding, and scheduling of over 300 Gameday Staff.-Work with accessible services team to execute the Matt Pack and Exceptional Fan Program to create an inclusive experience for those with sensory sensitivities and accessible needs.

Tallahassee, Fl

Part-Time Sales Lead (April 2022- November 2022) -Lead a team of 2-5 sales associates to ensure completion of daily tasks.-Complete closing protocols by closing registers and reconciling funds.-Provide excellent customer service through answering questions and solving disputes.-Awarded Employee of the Month for August 2022. Sales Associate (February 2022-April 2022) -Created innovative solutions and alternatives to solve customer’s problems. -Oversaw the completion of point-of-sale transactions and helped customers when necessary.-Awarded Employee of the Month for March 2022.

Riverview, Florida, United States

Order Pickup/Fulfillment/Checkout Advocate (Seasonal)-Collaborated with a group of team members to ensure orders were delivered within two minutes of guest arrival.-Completed online-orders within two hours of the order being placed by gathering all necessary products.-Delivered quality customer service by answering guests’ questions.-Solved various problems allowing for a positive experience for both the guest and the company.-Communicated effectively with both fellow team members and guests.

Tallahassee, Florida, United States

-Tracked recruiting expenses for events using Google Drive and Microsoft Office to ensure compliance with NCAA recruiting rules. -Collaborated across departments to plan and execute recruiting functions such as pre-game parties, post-game meetings, and official/unofficial visits, and summer camps.-Organized and completed recruiting paperwork such as official/unofficial visit forms, p-card request forms, and purchase orders in a timely manner. -Resolved gameday operational issues based on previous situation-based knowledge.