AMY MUNDIE

• Provided customer service by selling tickets and merchandise, answering questions and distributing programs.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
• Exceeded goals through effective task prioritization and great work ethic.
• Reviewed upcoming events and planned for expected challenges.
• Kept up to date on events, occupancies, staff updates and VIP guests.
• Followed departmental procedures and safety and sanitation policies.
• Performed deep cleaning tasks and special projects.
• Offered professional, friendly and engaging service to exceed guest expectations.
• Vacuumed, dusted and maintained common areas
• Maintained excellent attendance record, consistently arriving to work on time.
• Provided information about current and future events at facility.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Managed department call volume of 100+ calls per day and coordinated department schedules to maximize coverage during peak hours.
• Consistently managed 10-person staff, effectively resolving issues, which contributed to being in the top 55 producing clinics out of over 1,000 locations
• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Monitored customer service operations to assess agent performance and provide feedback.
• Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
• Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Collaborated with medical directors and hospital administration to improve customer service processes and support structures company-wide.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.

POSITIONS:
Super VIP/VIP Concierge
Travel Package Check-In Manager
Production Assistant
Check-In Staff
Travel Package Hotel Captain
Platinum Viewing Host

TOURS SHOWS AND FESTIVALS:
Luke Bryan 2015, 2016
Kenny Chesney 2015
Muse 2016
Florida Georgia Line 2015
ZEDD 2015
Lady Antebellum 2015
Dierks Bentley 2015
Weird Al 2015
Alan Jackson 2015
The Avett Brothers New Years Eve 2015 into 2016
Dustin Lynch 2015
Brantley Gilbert 2016
Peppa Pig Live 2015
Houston Free Press Summer Fest 2015
Camp Bisco 2015
The Peach Music Festival 2015
Lollapalooza 2015
Austin City Limits Music Festival 2015
Okeechobee 2016, 2017
Nashville Food and Wine Festival 2015
LOCKN 2015, 2016
Country 500 2016
Magnaball 2016
Electric Forest 2016

and more...

• Printed tickets, checking accuracy of date, time and seat numbers before giving to customers.
• Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
• Returned change and currency and processed debit and credit card payments
• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and client service talents.
• Responded quickly to incidents and assessed active situations for security concerns.
• Responded quickly to emergency situations to assess and deflect issues.
• Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
• Interacted assertively but non-confrontationally with all levels of personnel and general public.
• Worked independently and collaboratively to resolve urgent issues to protect lives and property.
• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.

High pressure posts at Bonnaroo Music Festival and Austin City Limits Music Festival

• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
• Protected business integrity by ensuring all personnel requiring access to high-security areas go through correct levels of approval.
• Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.
• Secured personal and company goods against robbery, vandalism and illegal entry.
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Monitored employee activities, confirming compliance with security regulations.
• Monitored and authorized entrance and departure of [Number] employees and visitors daily.

Firefly Music Festival

• 2016 Access Center Staff
• 2017 Guest Services

• Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
• Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
• Developed and maintained courteous and effective working relationships.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Oversaw daily operations to ensure high levels of productivity.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Exceeded goals through effective task prioritization and great work ethic.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Delivered feedback to decision-makers regarding employee performance and training needs.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Accomplished multiple tasks within established timeframes.
• Organized and executed shuttles within the festival for Platinum guests.
• Oversaw shuttle staff and directed routes to best serve guests.

• Camp Bisco
• The Peach Music Festival
• Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
• Achieved all specific team objectives and collection activity.
• Monitored front areas so that any questions could be responded to quickly and effectively.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Resolved issues through active listening and open-ended questioning, escalating major problems to Ticketing Director
• Maintained wristband stock to prevent fraud and/or theft.
• Answered questions about store policies and addressed customer concerns.
• Collected and authorized payments of guests.
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
• Used POS system to enter orders, process payments and issue receipts.
• Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.

Mysteryland USA

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Identified issues, analyzed information and provided solutions to problems.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained excellent attendance record, consistently arriving to work on time.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Maintained energy and enthusiasm in fast-paced environment.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.

• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used Microsoft Word and other software tools to create documents and other communications.
• Participated in team-building activities to enhance working relationships.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Assisted in recruiting, scheduling, and supporting all of the volunteers to staff for all of the SWSX venues throughout the city of Austin, TX.
• Processed registrations, responded to high volumes of emails, escalated de-activations to SXSW staff.