Shanna L. Email & Phone Number

Hartford, Connecticut, US

East Haddam, CT, US

• Supervise shifts and performances to ensure they run smoothly including being available to Box Office Associates to answer questions, resolve complex issues, and calm upset customers
• Mentor and coach Box Office Associates in effective problem resolution and customer service techniques
• Co-develop and perform on-the-job training for new Box Office Associates including training on day-to-day processes, use of ticketing software, Salesforce, and phone system
• Be a resident expert in specialty ticketing software (Artsoft, Patrons Edge, Patron Manager) including being the go to person for how-to questions and training of all team members when new systems are rolled out
• Perform detail-oriented administrative and financial tasks including preparation and safe keeping of deposits and preparation of detailed performance ticketing statements and house seat paperwork
• Manage the Box Office schedule for all full-time and part-time Associates including management of time-off requests, shift-swaps, and ensuring supervisors are available for each shift and performance

East Haddam, CT, US

Ensure patron satisfaction by completing individual and subscription ticket orders via multi-line phone system and ticket window and interacting with patrons during performances. Became the go-to person for new team members and challenging calls leading to a promotion to Assistant Manager

East Haddam, CT, US

Oversaw front-of-house activities during performances including welcoming and assisting patrons, supervising usher staff to ensure duties are completed and customer service standards are met, being a problem-solving resource, and assisting House Manager with maintenance of financial records for bar, concessions and payroll. Ensured VIPs received VIP-level.

East Haddam, CT, US

Maintain the highest standard of customer service while assisting patrons with seating and other service needs.