Lisa Bockoski Email and Phone Number

Meeting Coordination and Calendaring- multiple business partners. Develop relationships to maximize time management. Manage large meetings and logistics. Coordinate travel and expenses; visa and passport requirements. Provide direction and guidance to non-supported business partners so they can perform administrative tasks on their own (e.g., calendaring, travel, expense reporting).Attend various business meetings to understand the business area and priorities. Attend ASC team meetings as assigned or directed. Create and edit documents, spreadsheets, and presentations.Create and maintain group lists, distribution lists, databases, and collaboration sites. Assist with administrative tasks in pre‐boarding and onboarding of new employees to the area as requested by ASC leadership and/or business partners. Identify innovative techniques to increase productivity across the team. Serve as a backup for other administrative assistants to meet expected deadlines or during absences from the office. Handle additional administrative support or special projects as assigned by the supervisor.

• Direct Report to the Director of Guest Services on the implementation of training programs within the operations department; keeping a weekly spreadsheet and reporting statistics of completion. • Implement, develop and oversee motivational programs to encourage visitor interaction and engaged staff. Send out notifications to encourage staff to positively engage with visitors that incorporate the standards in training program. • Accountable for creating, implementing and overseeing all training within the operations department by working with the three departments that make up the area as well as outside vendors. • Partner closely with HR and Safety/Security on assuring staff is educated and compliant with both Zoo policies and Government policies. Teaching bi-monthly classes on department and institutional standards. • Review payroll in partnership with HR and conduct audits, complete spreadsheets to contrast and compare data. • Recruit and train newly hired candidates. Developed first day training and orientation. • Responsible for daily manager on duty program which oversees overall customer service within the park. • Partner with and report to managers of various areas to ensure staff are meeting or exceeding zoo standards of safety, service, cleanliness and experience. • Partner with vendors to ensure they are providing a seamless experience for the visitor in efforts to equal zoo standards. • Primary contact for guest recovery; represent area in Complaint Task Force Committee. • Respond to visitor comments, questions and concerns; provide solutions and remediation. In person, telephone and email responses. • Oversee and manage department budgets in compliance with Finance standards. • Manage, coach and mentor department team members to create a cohesive and diverse team that provides results to the daily visitor. Managed up to 35 employees.

• Direct Report to the Director of Guest Services on the development and operations of the front-line admissions department. • Development of training programs for the entire Guest Services area as well as train and develop 3 full and part time staff members and up to 50 seasonal staff for the admissions area on institutional policies, procedures, cash handling, leadership, hospitality and membership policies.• Manage daily efforts of seasonal staff including leading orientations and training, evaluations, and scheduling.• Developed and implement reward and disciplinary system for seasonal staff to ensure staff are constantly motivated and rewarded with their duties. • Established and maintain cash handling and departmental standard operating procedures. • Assist Human Resources department in recruiting efforts, documentation of staff files, and coaching and counseling of employees. • Assisted in developing yearly business plans and oversee budget revenue/expense lines; ensure goals are being met or exceeded. • Lead the Guest Service department to achieve a 95% overall guest satisfaction rating. • Respond to all visitor comments and questions both orally and written. • Recognize problems as they occur and contribute to their resolution. • Partnered with other departments such as Finance, Marketing, IT, Membership and Security to ensure a team effort and compliance with overall policies and procedures.• Oversee entire daily operations of Guest Services area on a weekly basis to assure we are meeting guest needs in cleanliness, service, safety and experience.

• Responsible for total operation of customer service area including training and development of 7 managers and 150 associates. • Supervised cash office operations, entire store computer applications, hardware and software, receiving of store product and convenience store. • Educated new and existing staff on benefit and compensation packages. • Conducted employee and trainee orientations. • Negotiated bids for outside services such as window washing and lot sweeping. • Oversaw all disciplinary issues within the area in order to run a more effective department, area and store. • Often attended and handled store unemployment cases.• Mediated managerial and employee relations. • Maintained cash control levels at corporate goal.• Duties also included frequent store operations and responsibilities. Knowledge of store safety, security systems, and emergency protocols. • Grand opened two stores in new markets. • Partnered with Loss Prevention, Hardlines, and Food service areas on a weekly basis to troubleshoot and resolve issues.