Versatile professional with more than 12 years of experience in the following areas:
Sales | Customer Service | Training | Hiring & Retention | Social Media | Digital Marketing Content Management | Analytics | Reporting | Business Development | Project Management Proposal Writing | Operational Start-ups | Technology Implementations | Call Center Operations Quality Assurance | Hospitality

 

Experience

Hornblower Cruises & Events                                                                               San Francisco

2013 to 2014               Content Marketer

2010 to 2013               Director of Reservations

2007 to 2010               Associate Director of Reservations

2006 to 2007               Call Center Manager

• Collaborated on the RFP process for a 30 year, $1 billion concession that was successfully awarded to the company.  Wrote two of the twelve sections, on staffing and ticketing, while assisting to write, edit and produce the other ten sections, including applicable supplementary materials.
• Managed the implementation of multiple enterprise systems, including a unified communications platform for the call center, Statue of Liberty ticketing system, and the replacement of Hornblower’s 30-year old legacy CRM and operations platform.
• Established and managed a $1.6 million annual call center budget, as well as a $500,000 content and social media budget.
• Oversaw the daily operations of a 50-seat call center responsible for more than 500,000 interactions with customers per year via phone, email, live chat and social media platforms.  Improved Service Level performance to 81% of calls answered within 20 seconds.
• Increased sales for Hornblower 113%, from $4.81 million to $5.45 million, while adding an additional $5.2 million in sales for Alcatraz and the Statue of Liberty.
• Instituted monthly sales goals for the department, resulting in a 16% increase in revenue the first year, and more than 10% each in four out of five subsequent years from 2007-2012.
• Succeeded in having five months in each of 2011 and 2012 with more than $500,000 monthly revenue booked for Hornblower through the call center, up from only 2 such months in 2010.
• Developed and maintained national brand editorial calendar and coordinated with local marketing managers to incorporate content.
• Maintained company blog, increasing average daily page views by 17%.  Redesigned blog to the WordPress platform.  Created and published content for distribution, with a 22% conversion rate.
• Transitioned marketing team to a social media management tool.
• Developed and managed social media paid advertising campaigns, measuring engagement (10% increase in Likes/Followers), click-through rates (ranging from 1.77 to 2.45%) and conversions (990% ROI).
• Created and posted social media content, including contests, photo campaigns and national brand awareness campaigns.
• Led company-wide social media engagement task force to develop employee brand ambassadors for social media.
• Designed call center training program to utilize classroom, side-by-side and computer based training.  Outlined training into module-based program, including essential job duties, product information, service skills, sales techniques, management skills and other professional development. Resulted in approximately 110 hours of training per employee during first year and half of employment.
• Created “Train the Trainer” program with incentives, along with facilitator guides.
• Published prerecorded and live training webinars via Adobe Presenter, Captivate and GoToWebinar.  Produced multiple webinar series, including new software training and social media skills.  Registered more than 50 employees per webinar on average.
• Designed computer-based training tied to standardized testing for measuring comprehension and retention.  92% of employees passed the tests upon the first attempt.
• Wrote technical manuals for new software implementation, benefiting departments across the enterprise.  Completed more than 500 pages of technical instruction including screenshots, diagramming, cross-referencing and indexing.
• Documented all training metrics, both for individual employees and for departmental trends.  Insured ISO 9001compliance, obtaining the original certification and passing all annual audits for five years in a row.
• Hired and trained guest service staff, as well as developing processes and procedures as a part of the transition team, for the Alcatraz concession go-live in 2006.
• Developed an interview program using behavior-based questions and utilizing a round-robin format that allowed hiring managers to efficiently evaluate job candidates for multiple openings.
• Grew the call center from 12 agents to more than 50 agents over six years, interviewing and hiring more than 150 candidates.
• Instituted performance goals for the department and individual agents to measure both sales and service success rates.  Tracked key metrics to demonstrate compliance for concession contracts and ISO certification.
• Created a quality assurance program that evaluated agent interactions and assessed performance based on standard criteria.  Increased average quality score by 14% within one year.
• Developed monthly evaluations for call center agents, reviewing individual performance metrics, such as interactions per hour worked, revenue per interaction, upsell percentage, conversion rate, and quality scores
• Handled multiple disciplinary procedures.  Represented the company at unemployment hearings, as well as in responses to NLRB/EEOC/DFEH inquiries.
• Created reports for new ticketing and reservation systems, enabling department heads to monitor performance.
• Created system for reporting revenue and call center performance to executive management with weekly and monthly rollups covering key performance indicators, including revenue, service level, conversion rates and survey scores.

Smith &  Hawken, a division of the Scotts Company                                             Novato, CA

2005-2006                   Wholesale/Trade Lead

2004-2005                   Wholesale/Trade Representative

• Provided service to accounts, doubling the number of accounts from 75 to 150 in one year.
• Established sales communication program with a monthly newsletter to wholesale accounts.  Wrote and designed the newsletter, advising of specials, product information and merchandising details.
• Interviewed, hired and trained new staff.  Developed and documented policies and procedures.

Marin Horizon School                                                                                            Mill Valley, CA

2001-2004                   Communications Coordinator

• Managed the school communication program, including writing, designing and publishing the quarterly board report, weekly newsletter, press releases and website.
• Assisted in the management of a Capital Fund to build a new middle school building onsite, including public relations and community support.
• Assisted with the Annual Fund drive, including working with the Silent Auction Committee on the procurement and tracking of donations, as well as onsite support for the Auction event.
• Served as the staff liaison to the Marketing Committee of the Board of Trustees.

 

Education & Technical Skills

Master of Arts, Humanities         Dominican University of California                  San Rafael, CA

Bachelor of Arts, History & Journalism    New York University                            New York, NY

Microsoft Office: Advanced proficiency in Excel, PowerPoint, and Word

CRM Sales: Ungerboeck Software & Gateway Ticketing Systems: System configuration, data import/export, workflow design, reporting, point of sale configuration,

Training: Breeze/Presenter, Captivate & GoToWebinar: Training design and layout, quiz design, webinar creation, recording, reporting

Programming & Design: Photoshop/GIMP: Basic photo manipulation, layers, filters; Illustrator/Inkscape: basic illustration; Web: HTML, CSS, Unbounce; Video: GoAnimate

Digital Marketing: Social Advertising, Google Analytics, WordPress, Sprout Social, HootSuite, SEO

Social Platforms: LinkedIn, Facebook, Google+, Twitter, Pinterest, Instagram

Financial : QuickBooks: reconciliation, accounts payable, payroll, reporting

 

Organizations & Speaking Engagements

Bay Area Professional Ticketing Association

• Board Communications Manager, 2013 – Present
• Board President, 2010 – 2013
• Board Secretary, 2008-2010

International Ticketing Association

• Silent Auction Chair, 20011-2012
• Silent Auction Regional Chair, 2010-2011

Speaker

• Ungerboeck User Group 2012
• INTIX Global Conference 2011
• ICMI Call Center Demo 2009