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Manager of Operations, Visitor Services Resume Example

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MANAGER OF OPERATIONS, VISITOR SERVICES
Professional Summary
Highly experienced customer service professional dedicated to the visitor experience while developing a successful, empathetic and knowledgeable team.
Skills
  • 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
  • Inventory control
  • Exceptional telephone etiquette
  • Skilled trainer
  • POS systems expert
Work History
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.
  • Perform ad-hoc 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.

Education
Bachelor of Fine Arts: DanceMay 2001
NEW YORK UNIVERSITY, TISCH SCHOOL OF THE ARTSNew York, NY
Languages
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.
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Resume Overview

Companies Worked For:

  • Solomon R Guggenheim Museum

School Attended

  • NEW YORK UNIVERSITY, TISCH SCHOOL OF THE ARTS

Job Titles Held:

  • Manager of Operations, Visitor Services
  • Associate Manager of Visitor Services
  • Admissions Desk Supervisor
  • Visitor Assistant

Degrees

  • Bachelor of Fine Arts : Dance May 2001

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