Ryan Matuska Email & Phone Number

United States

Irvine, CA

• Managed the overall operation of the Ticket Services Department consisting of the box office, telephone call center, and subscriptions fulfillment office, 15 managers and 40 part time employees resulting in over $20.
• Responsible for a $2 million dollar annual departmental operating budget.
• Fostered an environment of coaching and mentoring through personal empowerment and trust resulting in 0-6% turnover among the management team.
• Created policies and procedures for responding to patron comments, both positive and negative, via e-mail, phone, face-to-face and social media. Successful implementation resulted in a decrease in response time from.
• Responsible for overseeing policies and procedures for over 300k records in our CRM software, Tessitura.
• Successfully managed the implementation of over 400 performances annually including contract fulfillment, financial settlements, staffing and customer service.

• Managed the Guest Services Department, consisting of six supervisors, 45-70 paid staff and 40 volunteers.
• Responsible for coordinating the arrival of 1.3 million guests annually including Ticket Sales, Online Ticketing, the Main Entrance and Membership Sales.
• Increased new membership sales for the 2009 by 54% and generated $600,000 in additional revenue.
• Responsible for pre-screening, interviewing and hiring employees.
• Created a new training program to increase customer service levels while decreasing training hours necessary.
• Effectively decreased labor by 30% while still delivering exceptional guest service.

• Supervised 150 Cast Members and 15 locations within the Disneyland Resort in a team based environment.
• Partnered with the Disney Special Activities department to coordinate and organize VIP Tour visits to the Resort for celebrities and corporate executives.
• Partnered with the Special Events Team and outside vendors to coordinate 20 Cast Members and 5 Supervisors to run the Prize Redemption Center for the XGames XPerience, which delivered 10,000 prizes over a two-month.
• Created “Sensitivity Training” for the Guest with Disabilities Program reducing the number of Guest Concerns and Guest Claims Incidents.
• Wrote, edited and updated training guidelines for 15 Guest Relations locations.
• Created a successful Reward and Recognition program for the Lost and Found Department increasing Cast Member morale and improving productivity.

• Managed 800 Cast Members and 35 locations within the Disneyland Resort including Guest Relations, the Main Entrance Turnstiles and all Ticket Booths.
• Responsible for managing and maintaining the Annual Pass Program consisting of 500,000 members.
• Coordinated the arrival of 70,000 Guests into the Disneyland Resort on a daily basis.
• Created successful sales strategies to increase box office ticket sales from 17% to 25% in a one-month period.

Bachelor Of Arts (B.A.), Business Administration And Management, General

Associate Of Arts (A.A.), General Studies