Senior Director of Patron Development with eighteen years of management experience. I am an ambitious director who builds and retains high performance teams by developing and motivating skilled representatives. Working for a non profit, I have been driven to manage costs and establish strategic, mutually beneficial relationships with patrons, partners, renters, and service providers.
Began as the assistant manager, received employee of the quarter in my first quarter, then was promoted within eight months to head of the department.
Helped create and launched the very well received Patron Services concierge style team. Created thorough training and development around that program.
Manage a department of individuals who are committed to giving consistently high level service. Provide a consistently high level of service for the partners I work with as well both internally and externally.
Growth and Acquisition:
Direct a department of individuals who have been able to increase subscription retention by 3% after years of no growth and increase and retain subscriber donations as well.
Dual role of managing the daily operations and for the ticketing services department and the Patron Services team.
The Patron Services team is seven individuals with an equal and diverse portfolio of patrons. They build relationships with their patrons through multiple touch points while providing outstanding service to increase support for the PSO.
In addition to managing these teams I am involved with all decisions regarding the patron services program, part of Pittsburgh Symphony's strategic plan. I chaired a board committee for Patron Development at the start of the Patron Services program and run a weekly Director's meeting to keep multiple departments working together to achieve success.
Managed the daily operations and staff for the ticket and subscription sales department. This position has a very broad range of responsibility that includes among other duties: call center management, database management, customer service with patrons in person and over the telephone, working closely with the Marketing department and outside promoters, and a thorough knowledge of the customer and the Tessitura ticketing system.
Assisted in all areas of customer service and ticketing. Streamlined many processes and raised the level of customer service.
Responsible for marketing, promotions and private parties for both Donzi's Nightclub and the Riverwatch Banquet Hall.
Additionally responsible for training new staff on proper procedures and service.
Mom to Jacob and Jacqueline, twins age 13. Jacob is on the Autistic Spectrum so I hold a particular interest in this area.
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