- Oversee a team of 7 Member Services representatives servicing 13 book clubs including Doubleday Book Club and Columbia House DVD Club- Create and update daily reports to identify trends with customer issues/problems, track response times and ensure SLA metrics are met each day- Conduct QA sessions with all agents across both phone calls and emails to ensure a high level of customer service and all procedures and protocols are correctly followed- Assist the operations team to ensure a smooth flow through all systems including CDS, Braintree and NetSuite- Utilize ZenDesk for email workflow and TalkDesk for phones workflow and use both to create reports monitoring response time and SLA

- Oversaw a team of six Member Services representatives servicing over 200K members- Created and presented daily and weekly reports to the COO and CEO outlining current trends in emails and phone calls - Reported any and all member issues to the development team to correct any errors on the website in a timely manner- Handled all escalation cases via phone and email to ensure member satisfaction- Conducted biweekly quality assurance meetings with all team members and critique emails and phone calls to ensure the highest level of customer service

- Provided support to our members via phone and e-mail- Analyzed member feedback in order to cater to the ever-changing needs of our clientele- Regularly reported to upper management on growing concerns and requests of our member base- Continued to update and adjust support procedures to optimize the member services department

- Contacted Off-Broadway theaters, individual productions and advertising firms to sell ad space in Broadway Today- Distributed publication on the TKTS line and answered any and all questions people had about the New York Theater scene- Collected and analyzed data from customers to shape the information in each issue of Broadway Today

- Created and maintained the budget for front of house department- Hired, trained, and supervised a team of 4 part time assistant house managers- Created a weekly schedule and processed weekly payroll for 65+ paid part time front of house personnel- Managed 3 separate bars in the complex including ordering product and reconciling inventory- Worked with the Events Department to execute theatrical and high profile corporate level events

- Managed a 5 theater complex located one block from the Theater District- Ensured the safety and comfort of hundreds of patrons every night- Supervised a house staff of 65+ paid part time ushers- Processed payroll for all house staff- Coordinated with various departments including operations, custodial, stage management and company management to ensure all shows ran smoothly- Assisted with special rental events run out of the complex including coordinating with catering staff, the event organizer, and the event manager