Highly experienced customer service professional dedicated to the visitor experience while developing a successful, empathetic and knowledgeable team.
Microsoft Outlook, Word, Excel, ADP Workforce Now, Crystal Reports, Raisers Edge, Google Apps, basic knowledge of Photoshop
Adherence to high customer service standards
American Association on Museums Member
Exceptional telephone etiquette
POS systems expert
Manager of Operations, Visitor ServicesOct 2015 - Current Solomon R Guggenheim MuseumNew York, New York
Responsible for a team of 50 staff members comprised of Supervisors, Visitor Assistants and Volunteers. Providing team members with knowledge regarding exhibits, training to ensure exceptional levels of customer service is provided to all guests, and give leadership in the behaviors and conduct necessary within the museum to exceed quality service goals.
Establish new training initiatives and design the materials and training programs to implement such actions on a per exhibition basis. New initiatives showed marked improvement in online reviews of museum, especially pertaining to staff interactions.
Perform the Human Resources functions for the department including recruiting, acquiring and reviewing new hires as well as training them in their prospective roles.
Facilitated meetings between Education, Marketing, Development, and Exhibitions Departments regarding cross functional agendas and promotions.
Maintain relationships with all third party vendors while monitoring product levels and usage within the museum.
Partnered successfully with Education and Membership Departments to keep
their response time for respective public facing phone and email lines
at the same level of those managed by the Visitor Services team.
projects as requested by the Managing Director of the museum as well as
the Associate Director of Visitor Services in addition to performing
duties of my role as Associate Manager.
Associate Manager of Visitor ServicesSep 2012 - Sep 2015 Solomon R Guggenheim MuseumNew York, New York
Supervised a team of 15 Visitor Services Employees assuming ownership over team productivity and managed work flow to meet or exceed quality service goals.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Conducted daily walk through of exhibition space with Security and Facilities departments and responded to issues accordingly.
Created weekly schedule for all Admissions Desk staff, including coverage for after hours performances and special events in conjunction with Box Office/Group Sales Department.
Maintained accurate reconciliation of timecards for all Admissions Desk staff and Supervisors, using both ADP Web Portal and digital time sheets.
Approved timecards for each biweekly pay period.
Maintained accurate inventory of all operational and promotional materials both onsite and held in museum warehouse.
Admissions Desk SupervisorJan 2005 - Aug 2012 Solomon R Guggenheim MuseumNew York, New York
Oversaw daily operations of the Visitor Services Desks while reconciling all operating funds and admissions revenue upon opening and closing of museum.
Scheduled staff shifts to cover peaks and lulls in visitation.
Administered opening and closing duties monitored brochures and ticket stock and notified Associate Manager when reprinting is necessary.
Cross-trained and backed up other Visitor Services Supervisors.
Supported the Associate Manager with basic operations inventory, record
keeping of promotional materials and general office supplies.
Visitor AssistantOct 2001 - Dec 2004 Solomon R Guggenheim MuseumNew York, New York
Provided superior customer service and exhibition information to upwards of one million visitors annually.
Promoted and sold museum memberships, and special ticketing combinations such as CityPASS and New York Pass.
Greeted all visitors, answered their questions, provided general orientation to the museum along with information about facilities, exhibitions, the building and permanent collections.
Trained new Visitor Assistants on procedures, customer service and sales techniques.
Bachelor of Fine Arts: DanceMay 2001 NEW YORK UNIVERSITY, TISCH SCHOOL OF THE ARTSNew York, NY
Conversational: Spanish, Basic: French and Italian
Activities and Interests
Activities and Interests
Board member of Cheer New York, overseeing semi annual tryouts, uniform ordering, space rental, and all team travel arrangements. Cheer New York donates over $10,000 annually to various LGBT charity organizations.