Jillian Kramer Email and Phone Number

• Drives a culture that creates a positive and welcoming environment for Museum visitors; builds and implements strategies to encourage repeat visitations.• Hires, trains, and manages Visitor Experience Associates team; fosters consistent standardof service among all associates; manages the team’s annual operating budget.• Creates staffing structure for the Visitor Experience team.• Develops and evolves customer service guidelines distributed to all front-line staff.• Provides daily updates on Museum offerings to all Visitor Experience Associates and notifiesteam of important guests and special events and programming.• Facilitates Visitor Experience Associate walk-throughs of exhibitions and briefings of events. • Collaborates across departments to determine visitor experience staffing needs for exhibitions, events and public programming.• Works closely with Protective Services to ensure safety of visitors and art collection; actively promotes safety policies of the Museum; active member of Museum Safety Team. • Compiles and analyzes attendance data and prepare weekly reports, as well as quarterly board reports; streamlines reporting to ensure accuracy and establish best practices for data collection.• Collects and reports visitor feedback, received on premise, via email, and via online sources; and monitors the TMA Information inbox.• Develops protocols for routine collection of email addresses and other key demographicinformation; collaborates with Marketing on system to add email addresses to master list. • Oversees maintenance and utilization of admissions and ticketing software (Outbound); manages sales transactions, tracking, reporting, etc• Serves as a super user of ticketing software, support training of colleagues across theMuseum• Encourages promotion and sale of paid public program tickets; creates special eventregistration links• Promotes and sells Museum memberships and provides membership support

Build and deploys one-time emails, automatic emails, and SMS with strategic segmentations to uphold email reputation and analytics Assist in design, testing, implementation, and auditing of marketing automations in marketing platform (Active Campaign Prospect2) to assist with customer journey touch plan. Update and create campaign-performance reports to identify areas of opportunities

Responsible for player loyal programming and promotional campaigns and events, with newstrategies and operational execution through COVID-19Worked with the brand department and IT to enhance and streamline UX design on Everi kiosks, our website, and applicationRestructure management procedures with more service focus and realigned with company policies ○ Oversee 50+ employees at the Player Loyalty Desk and Call Center ensure their training,coaching and development delivers exceptional guest satisfaction

Led Call Center creation for the first regional integrated resort for Wynn Resorts outside of Las Vegas. Serving as the primary communication hub for PBX operators and housekeeping dispatch, as well as room, dining, spa, salon, and casino reservations and events. Configured telecom and hospitality management systemsPartnered with marketing and revenue management to increase occupancy while generating maximum revenue sending campaigns to various tiers of casino playersPerform analysis on response rates of marketing promotions and drove service performance and efficiencies within the resortDeveloped and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervisionDeveloped, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

Ensuring that hotel systems are fully operational investigating problems, thinking creatively and analytically to find solutions, and diagnosing root causesDeploying service releases, patches, requests and customizations for Oracle Opera Property Management System and other hospitality and telecom applicationsAs the primary resource, installed Avaya Aura Workforce Management along side Verint Desktop and Process Analytics, made configuration changes, tested products prior to implementation, completed documentation to the highest quality and accuracy

Awarded AllStar Manager for 2016 Quarter 1 (Over 2500 managers and above at Wynn Resorts)Using SQL for the Enterprise Data Warehouse (EDW), created KPI reports for the call center metrics that are still distributed daily to senior level management and executive teamExecuted commission calculations via excel with pivot tables, macros, access database extracting data from several systems using SQL when possibleServed as a resource to management by forecasting call volume based on both annual and daily trends for room, dining, show, and spa call skill types to project staffing requirements

Evaluated and analyzed needs of all hotel departments that utilize revenue-generating software systems including Opera, Passkey, GuestBridge, SpaSoft, HBSI, and Titan and developed training and implementation of applicationsSupported business intelligence to monitor guest behaviors, synthesize current trends, and design reports to support corporate and departmental recommendations by assisting IT with adding communication, show, dining, and spa data to the EDW

By formulating trend analysis reports, outlined service and sales goals for a reservations call center that reserves hotel rooms, dining, show tickets, cabanas, and spa and salon appointments with over 80 agents and coached a team of agentsPivotal in integrating the spa and salon agents to the team and developed the spa and salon training for other agents

Defined the goals, developed the evaluations, and implemented revised training, coaching, and procedures to maintain the highest quality of customer service

Anticipated guests’ needs by providing suggestions for dining, entertainment, nightclub, and transportation (land and air) in a Forbes five-star environment

Organized tasks, meetings, and correspondence between the consultant and wedding couples to sell, plan, and execute weddings and hotel stay using Delphi and Banquet Event Orders

Teach a vinyasa flow class. Prepare, adjust, and teach content and asanas appropriate for students' level and comfort. Maintain positive relationships with members to encourage continued class attendance.Assist with promotional events and studio workshops.

Assisted with the strategic planning with the Founder and Board of Directors.Designed the sponsorship kit to solicit prizes for raffle, retail vendors for event, and yoga studios to build teams.Created and implemented social media strategy.Cultivated awareness among nine yoga studios/teams to raise over $12,000.Coordinated volunteers, vendors, and studio instructors before and during the event on September 28, 2013.

Initiated and launched docent-led tours by researching artwork within exhibitions and educating docents with training collateral Increased event sales by fifty percent in a yearConnected with guests selling tickets and informed them about the Gallery, the Bellagio, and Las Vegas as well as reporting daily attendance and profit with MicroFlex