John Phillips Email & Phone Number

Solon, Ohio, United States

Greater Cleveland

Aurora, Ohio

Cleveland/Akron, Ohio Area

Sandusky Ohio

Cleveland/Akron, Ohio Area

• Oversee the staffing, finances, strategy and planning for the team’s ticket sales efforts in order to help the organization achieve its Guiding Commitments.• Develop strategies that maximize short-term opportunities while positioning the organization for sustained ticket sales and long-term revenue growth.• Develop tactical plans that implement group sales strategies in order to meet team goals• Oversees the development, administration and execution of all new sales and renewal initiatives, collateral, sales tracking/reporting and post-sale communications.• Develop and maintain metrics, analytical reports, key performance indicators and units of measurement to optimize efficiency; and report on individual and team revenue production on a daily, weekly and monthly basis.• Develop and execute specific game day events (Ex. Faith & Family Days, Weather Education Days, Community Days, etc.).• Research, cultivate & target new areas for growth of ticket sales.• Proactively monitor and strive to maintain high levels of quality, accuracy and process consistency in the sales organization’s planning efforts.• Develop and maintain strong, cooperative inter/intra departmental relationships including the following:o Coordinate online ticket sales initiatives with Communications Department and MLB Advanced Mediao Coordinate the development and implementation of food and beverage offerings for events with F&B Department and Delaware Northo Coordinate with Corporate Partnerships Department to development and implement group offerings to corporate partnerso Coordinate with Community Relations and Cleveland Indians Charities to development and implement group initiatives that positively impact the Cleveland communityo Collaborate with Ticket Services on group and non-group ticket sales initiatives as neededo Collaborate with Premium Sales & Service staff on sales and implementation.• Proactively identify opportunities for sales process improvement

• Train, develop and coach new Sales Managers• Attend weekly revenue meetings• Conduct GRC review to forecast business levels• Grew new business sales over $1.5 million in 2008-12 • Network and attract gas, oil, and energy companies setting up secondary HQ’s in the Marcellus and Utica shale plays. • Build new relationships and strengthen existing relationships with clients by continuously maintaining contact with fortune 500 companies• Create and tailor agreements for potential clients• Negotiate details of the agreement in order to satisfy the customers and ensure booking • Coordinate luncheons and other daily events for clients• Conduct site visits at the 2,000 acre facility to potential clients• Represent company during VIP and other community functions and events• Surpassed area sales objectives by up to 150% quarterly• Responsible for initiating contact with executive members of interested companies• Upon arrival to the resort, greet clients as well as assist with any issues that arise in order to ensure client satisfaction • Interact with C-Level executives

• Increased comment card scores by 6% (averaged 95.6% for scores)• Maintained expenses below budget through accurate planning, waste reduction, purchasing, and cost-effective operating procedures• Increased Sales and revenue by 1.6 million dollars• Hired, supervised, scheduled, and motivated a staff of up to 25 members• Coached and counseled associates as needed• Trained staff to enhance customer service and increase profits through suggestive selling• Investigated and resolved reservations complaints to ensure customer satisfaction and repeat business• Built relationships with customers in order to build rapport and guarantee repeat visits to the resort• Created an out-bound calling campaign to invite guests back to the resort• 2007 resort record for transient room revenue • Led the reservations team to 2007 resort department of the year

• Carried out management responsibilities in accordance with the organization’s policies and applicable federal and state laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing employees or client complaints and resolving problems.• Monitors calls to evaluate order taking, sales, and customer service relations performance and to assist in responding to customer inquiries and complaints.• Trains Agents in order taking, sales, and customer service relations techniques, and advises agents of new or revised information on products, services, company policy, etc.• Recommends measures to improve Agent and project productivity, equipment performance, and quality of work.• Coordinates flow of work between shifts to ensure continuity.• Interacts with the QA dept. to ensure the achievement of company and client call quality goals.• Interprets and enforces company policies and safety regulations with Operations Agents.• Resolves Agents work grievances

Bachelors Of Arts, Public Service Adminstration, Pre-Law

Diploma, Academic