Assist with the investigation, rebuttal, and processing of ticket purchase chargebacks and fraud.

Provide onsite technical support for admissions ticketing software for fairs and festivals. Responsible for equipment setup, troubleshooting, maintenance, and strike as well as system user training.

Project Manager for Tessitura CRM implementation at a Florida based performing arts center.

Responsible for the successful implementation of kiosk software and features with KIS Kiosk clients. • Partnered with clients to integrate kiosk software with Tessitura and Ticketure CRM systems. • Assisted Product and Scrum Managers with creating, refining, and managing product backlog. • Participated in Scrum ceremonies and contributed to product vision. • Collaborated with clients, stakeholders, and internal teams on new features, created user stories, and acted as proxy on client’s behalf. • Successfully managed multiple projects simultaneously while ensuring client satisfaction. • Coordinated with cross-functional teams including software developers, engineers, and designers. • Performed product demonstrations and served as an industry and Tessitura expert. • Managed vendor relationships to ensure the successful arrival of kiosks and components. • Partnered with kiosk payment device and hardware vendors to ensure the successful procurement. and shipping of physical kiosks and their components. • Configured kiosk features and user flows using system software and JSON tools. • Created project plans, on-boarding and training materials. • Provided technical support and advice in response to client support tickets. • Collaborated on software release roll outs and assisted with release notes for clients.

Managed all Ticket Services Department functions and personnel • Lead remote box office and telemarketing sales staff during the COVID-19 pandemic. • Organized and implemented ticket refunds, reseating, and customer communications due to concert cancellations and venue changes in response to the pandemic. • Investigated potential fraudulent transactions and responded to chargebacks, worked closely with payment processor and finance team to reconcile accounts • Collaborated with the Tessitura Database and IT Managers to design and implement new features and optimize work flows. • Worked closely with marketing and development staff to design and implement telesales and telefunding campaigns and maximize campaign leads. • Liaised with finance staff to ensure revenue was processed correctly in the Tessitura system. • Oversaw or performed the resolution of all customer service issues and inquires. • Partnered with marketing staff and mailing vendors to insure timely season subscription and single ticket campaigns. • Oversaw or performed daily, weekly, monthly sales and statistics reports to senior staff. • Performed Front of House duties as needed.

Managed Visitor Services, Box Office, Gift Shop, and Museum Operations • Oversaw box office and gift shop operations, policies, procedures and staff. • Oversaw visitor services functions of accessibility, parking, and custodial. • Became the defacto facility manager. • Project managed various operational projects such as CRM implementation, facility renovations, audio visual upgrades, and general facility maintenance. • Collaborated with marketing, membership and education departments to design and implement campaigns, promotions, and educational services. • Responsible for multiple departmental budgets and revenue goals of $150K+ • Proposed and lead CRM software module implementations to streamline business operations and started RFP process for a new system to better fit the museum’s needs. • Analyzed and reported revenue and visitor data and collaborated with stakeholders to increase revenue and visitor participation.

Provided training and expertise to non-profit client organizations*Assisted clients with best practice operations and ticketing system selections*Provided Tessitura and Artifax software training and implementation assistance

Managed all Ticket Services Department functions and personnel*Responsible for $14+ million dollars in yearly ticket sales and a departmental budget of $1 million*Implemented iOvation Fraud Fighter integration with Tessitura to stop fraudulent online transactions *Worked closely with development staff to maximize donations and memberships with purchases*Negotiated ticket services contracts with resident companies and outside clients *Liaison with telemarketing campaign management *Worked closely with finance staff to insure revenue was processed correctly in the Tessitura system *Developed and implemented ticketing policies and procedures for this multi-venue and multi box office performing arts center. Grand Opening in October 2009. Information Center grand opening in May 2013. *Oversaw relationships with 5 resident companies, numerous ticketing services clients and Center rental clients*In response to significant business growth, planned and implemented departmental expansion and reorganization in 2013-14 *Expanded department services and operations by developing TicketDFW, a white label ticket services provider for outside clients *Oversaw department personnel of 11 full time managers and 20+part-time customer service representatives in both call center and performance box office environments*Developed and implemented a 10 day training program for department staff *Worked closely with marketing, sponsorship, group sales departments to create and manage promotions and patron loyalty*Oversaw or performed the resolution of all customer services issues and inquires*Worked closely with Front of House staff to ensure optimum patron services*Partnered with marketing and programming staff to insure timely season subscription and single ticket campaigns *Oversaw or performed daily, weekly, monthly sales and call center statistics reports to senior staff and clients *Developed event activity reports for box office operations

Managed single ticket and subscription sales, ticketing staff, policies and box office/call center operations*Increased single, subscription and group ticket sales each season surpassing sales goals*Responsible for $2.5 million in ticket sales and contributions yearly*Effectively organized ticket sales and box office functions in three separate venues with three different ticket systems, Paciolan, Ticketmaster and Tessitura*Managed joint inbound-outbound call center box office staff and telemarketing campaigns*Successfully managed ticketing system conversion from Paciolan to Tessitura

Managed ticket sales and assisted with event booking and management*Managed single and subscription ticket sales for performing arts series and Ticketmaster Outlet*Assisted in all areas of programming, event management, budgeting and marketing