Services Representative09/2010 to CurrentCleveland BrownsCleveland, Ohio
Membership , Club Members Proactively connect with account holders throughout the year to collect their feedback while continuing to build positive relationships Interact effectively with a variety of diverse people in a complex environment Lead the Membership Services team by helping them assess situations from all angles, getting them answers as quickly as possible and by ensuring all members continually perform efficiently Guide collaborative problem solving to provide the best resolution for the company and the customer Identify the priorities of our ticket holders in an effort to provide them with the best personalized experience Secure payments for over 1,100 Club Seat Members valued at just under $6,500,000 Individually renewed over 90%, on average, for the 2011-2015 seasons Respond to ticket holder inquiries in an efficient and timely manner Created a new report to show ROI for the various events and benefits we offer to our ticket members Aid in the planning and execution of Season Ticket Member events including menu tastings, networking, training camp and gameday experiences Point person for several service efforts including tracking and fulfilling approximately 300 away game ticket requests, 200 ADA exchanges, and ticket mailing Inform season ticket members of new opportunities or programs as well as continuing to educate them in all their benefits Interact with ticket members during home games to ensure they are having an enjoyable experience Provide ongoing personal feedback in an effort to make our website service friendly Comprehensive knowledge of the Ticketmaster ticketing system - Archtics.
Account Manager11/2007 to 09/2010Charlotte BobcatsCharlotte, North Carolina
Served as primary liaison between 350 Season Ticket Holders and the organization and secured their payments and renewals valued at just under $2,500,000 Built relationships with current Season Ticket Holders using various techniques including exclusive experiences, in person meetings, phone calls, handwritten notes, and gifting Sold $30,000/year worth of additional group and suite inventory to my accounts Compiled and reported to upper management various interests/concerns of patrons and provided feedback to address those interests/concerns Worked closely with the partnership and sales departments to determine potential additional spending by season ticket holders Processed additional ticket requests from Season Ticket Holders including individual purchases and ticket exchanges Helped to transition the service team over to a new contact management system designed to track trends Supplemented the box office staff on game days by working the Season Ticket Holder window and processing ticket purchases, exchanges and payments Assisted in planning exclusive Season Ticket Holder events including road trips, section parties, speaker breakfasts, and Season Ticket Holder appreciation month Stayed current with new information, techniques, and technology concerning the customer service industry and shared best practices with the NBA and other clubs and arenas.
11/2006 to 09/2007Myrtle Beach PelicansMyrtle Beach, South Carolina
Promotions Manager/Director of Promotions01/2006 to 10/2006Greenville DriveGreenville, South Carolina
Facilitated all on-field promotions and produced and directed all pre and post game activities including National Anthems, first pitches, parades, presentations, and "Post Game Pitch" contests Created and implemented the entire season's promotional schedule including over 50 theme nights, weekly promotions, 10 premium giveaway items, 5 promotional entertainment acts and 3 retro celebrities all within an approved budget I developed Responsible for overseeing the implementation and creation of all sponsored promotions as well as the design of corporate sponsorship proposals Developed new agreements with media for each season, including promotional nights and cross promotions and designed newspaper, radio and television advertisements Developed a new community relations department including the implementation of new donation policies and procedures, researching and booking of at least 15 new promotional appearances per month for the mascot, players, and staff and developing new relationships with local and national charities Researched and determined the best marketing plan to ensure highest level of exposure for the team and its sponsors Designed all print and marketing materials including coupons, ticket brochures, pocket schedules, and other collateral materials using Adobe programs (InDesign, Illustrator, Photoshop) Developed a new grassroots marketing campaign to target our biggest market - the tourists Gained comprehensive knowledge of the programs and systems needed to run an advanced video board and sound system and the ticketing systems for Tickets.com and Ticket Return Opened a brand new facility in April 2006 and organized and set up the new office policies and procedures.
Bachelor of Science: Integrated Mathematics EducationMiami UniversityOxford, OhioIntegrated Mathematics Education