• Instant Charge is the ticket sales and information call center for The Kennedy Center. Our team provides exceptional customer experiences for patrons purchasing tickets, gift certificates, parking and inquiring about Kennedy Center performance information over the phone. • The Instant Charge Office is open daily 10:00am-6:00pm and Operators are always ready to assist. • Managing, training, coaching, supervising, and motivating and team of 4 Supervisors, 9 Full-Time Union Operators, and 20+ Flex Union Operators.• Streamlining, improving and automating processes to eliminate paper usage. • Creating and maintaining documentation on all internal policies and procedures.• Developing and executing a comprehensive training, upskilling and coaching program with robust documentation, in addition to asynchronous and hands-on learning systems. • Effectively administer the B868 Instant Charge Operators Union contract, and ensure that we are working in compliance with all other collective bargaining agreements within the organization.

• Hired, trained, managed, motivated, and supervised staff of 4 Associates and 3 volunteers annually, with a cumulative training total of approximately 15+ staff members and interns• Managed daily office operations, including monitoring and maximizing annual office budget, and overall departmental revenue totaling an average of $5 million+ and 2,000+ group sales contracts per season• Worked as project manager to overhaul and redesign office processes and procedures, including the contracting RFP process in the CRM system, by working with multiple branches of the IT team to consolidate and streamline procedures, resulting in a reduction of resources and paper usage by 50%, and decrease in order taking time by 50%-75%, collaborated with the data team to redesign and automated reports, created a strategy for maintaining data hygiene and best data entry practices • Used data to develop procedures manual, annual strategy, and annual incentive plan, responsible for continuing to collect data, ensuring that policies are executed and upheld effectively• Reconciled and analyzed productivity sales reports, annual projection reports, outstanding and online payments reports, and maximized ticket sales to groups by observing trends and forecasting effective sales methods• Demonstrated exceptional interpersonal and problem solving skills with Kennedy Center patrons through resolving customer service issues, ensuring customer satisfaction, and giving customer service training, guidance and support to group sales staff• Managed print and digital communications and liaised with internal departments and stakeholders including ticket offices, marketing, development, education, security, theater managers, company managers, finance, and legal departments• Served as Tessitura super user on the CRM team, responsible for database hygiene, created department test plan for CRM system upgrades and updates, utilized lists and extractions for direct mail and digital advertising campaigns

• Maximized ticket sales for groups to more than 150 events annually and responsible for a market of $1.2 million average in ticket sales• Developed new clients by formulating and executing data-driven marketing projects including using electronic correspondence, print pieces, and in-person representation at events with the result of increased gross ticket sales for The Kennedy Center, resulting in approximately 300+ clients annually• Created, tracked, distributed, organized, maintained, and managed hundreds of group sales contracts and payment schedules for events• Contributed to excellence in the Kennedy Center customer experience by providing exceptional customer service regarding group ticket inquiries, group tours, dining information, and general visitor information

• Welcomed families and student groups as they arrived for performances• Sold single tickets and flex passes, distributed will call tickets at performances, sold merchandise and collected donations post-show, reconciled and reported all sales daily• Ensured customer satisfaction by providing excellent customer service via phone and in person • Assisted with front of house operations on an as needed basis

• Oversaw lobby and theater areas for multiple venues before and during performances including audiences of 200-800+ people• Assisted with coordination and training of usher corps of approximately 1,200 active volunteers• Ensured customer satisfaction during performances by trouble shooting ticketing issues, resolving face to face patron issues, medical emergencies, and building evacuations• Supervised team of 1-3 Assistant House Managers, 8-22 volunteer ushers, and 200-800+ audience members per performance

• Oversaw lobby and theater areas for multiple venues before and during performances including audiences of 200-800+ people

• Designed and implemented database conversion from ProVenue to Tessitura CRM software• Supported “The Next Stage Campaign” to raise $125 million for renovation, expansion, and endowment• Organized and managed the naming campaign for all corporate and major gifts, drafted monthly construction updates for donors and the Board, coordinated construction tours of the The Mead Center • Responsible for gift entry and tracking, patron data management, acknowledgement letters, analyzing donation trends, executed prospect research, created solicitation proposals and materials• Cultivated, stewarded, administered maintained records for all estate and planned gifts, while managing the Full Circle Society • Maintained a portfolio of major donors (gifts of $25,000+) • Planned, coordinated, and executed special events including Annual Benefit, Annual Gala, Opening Night performances, donor rehearsals, dinners and cocktail receptions, backstage and costume shop tours

See description for Major and Planned Giving Officer

• Awarded 2008 Box Office of the Year from INTIX (International Ticketing Association)• Managed the daily operations of the sales office during normal business hours and performances• Supervised, trained, and motivated sales office staff of 10-15 people on ProVenue ticketing software and relevant procedures• Coordinated and processed registrations for education department events and workshops• Prepared daily revenue paperwork, financial reports, reconciled bank credit card reports, and generated cash-out statements at the end of each performance

Box Office Associate/Work Study | 2001 – 2004Assistant Manager | 2004 – 2007• Assisted with the conversion of hard ticketing system to automated ticketing software• Supervised and trained 15-20 student employees annually • Prepared daily reconciliation reports, financial reports, and maintained group sales contracts• Worked closely with front of house operations during performances to ensure patron satisfaction