ASHLEY M. BAUMAN
Glendora,NJ
Summary
Passionate customer service professional consistently recognized for implementing high level customer satisfaction. Over 8 years of guest service experience in hospitality industry.
Overview
13
13
years of professional experience
Work History
Director of Guest Services
On Location Experiences
02.2023 - Current
- Implement a clear and consistent plan for guest interaction and customer services across all guest touchpoints for On Location events, ranging from stadium touring programs to boutique owned & operated events, to Superbowl, Sports Entertainment and more.
- Led successful transition of CRM systems from Zendesk to Salesforce Service Cloud. Assisted with build of customizations, automations, and report building. Responsible for training agents, communicating improvements and identifying opportunities for continuous development.
- Issued monthly reports to executive leadership to identify traffic needs and trends (email and call volume, high traffic events, FAQs) and review agent performance.
- Introduced Quality Assurance process including creation of QA scorecard and cadence of weekly and monthly assessments of agent performance. Led calibration meetings with QA team and department managers to ensure alignment.
- Implemented new set of KPIs based on changing business environment, incoming volume and staffing levels. Distributed Key Performance Agreements to managers and agents outlining role expectations and finalized KPIs.
- Executed innovative strategies aimed at improving operational efficiency within the department. Examples include: working with department heads to improve event activation process to ensure Guest Services is receiving timely and important information, decreased call abandon rate by examining staffing levels and implementing call back assist, enhance use of knowledge platform (Guru) to provide faster access to training materials and event information.
- Analyzed guest feedback data via customer satisfaction and post event surveys to identify trends and areas for improvement, resulting in actionable changes to enhance customer satisfaction.
- Developed quarterly team recognition plan to enhance morale and build team atmosphere.
Senior Manager of Guest Services
On Location Experiences, Music Division
04.2021 - 02.2023
- Account admin for all systems including CRM database, email and phone systems.
- Responsible for agent onboarding, as well as training and development.
- Point person for all customer-related matters for other department heads, executive, and external partners.
- Oversee staffing levels; responsible for monthly agent shift assignments and daily agent schedule, as well as contracting additional help when needed for large scale on-sales and events.
- Triage guest escalations; decision maker on final resolutions.
- Develop integration between various brands as legacy companies grow under the On Location Experiences umbrella, namely CID Entertainment and Future Beat.
Guest Content Manager
CID Entertainment
06.2018 - 04.2021
- Independently led guest email communication for all events across several brands (CID Entertainment, Valley Music Travel, CID Presents).
- Created, edited, and distributed guest emails prior to and after events that included event details, VIP package amenities, arrival and check-in schedule, post event surveys, as well as any unforeseen changes or updates.
- Served as key liaison with marketing, operations and ticketing departments to ensure efficient and timely flow of information and delivery of communication to guests.
- Managed customer data export/import from CRM to email platform(s): Mailchimp/Pardot (Salesforce).
Owner, Account Manager (Freelance)
AMS Media
03.2016 - 12.2018
- Promoted clients Kogan Page and Burleigh Dodds Science Publishing in the North American academic and professional markets.
- Designed outreach campaigns to academics, university libraries and influencers in the field to obtain text adoption, library acquisition and reviews for key titles.
Guest Services Associate
CID Entertainment
02.2016 - 06.2018
- Field guest inquiries, concerns, requests and feedback via email, phone and live chat regarding VIP touring events and festivals in a timely and professional manner.
Marketing Associate
Caslon Business Development
09.2011 - 02.2016
- Responsible for developing and enhancing brand awareness for client Kogan Page, a business book publisher, in the North American academic and professional markets.
- Coordinated successful trade shows and events (ex: BookExpo), increasing brand exposure and generating new business leads.
- Create and implement marketing campaigns for key titles through traditional print and online media including press releases, print and digital advertisements, seasonal and special subject catalogs, direct mail, brochures and email campaigns.
- Act as key liaison between UK colleagues, authors and media contacts including influencers, reviewers and bloggers.
- Manage all social networking activity including website, Twitter account, monthly newsletter and quarterly subject newsletters.
Education
Bachelor of Arts - Journalism & Media Studies
Rutgers - The State University of New Jersey
New Brunswick, NJSkills
- Department Leadership
- Team Building and Development
- Hiring and Coaching for Success
- Change Management
- Exception Customer Service
- Quality Assurance Calibration
- Process Improvement and Standardization
- Zendesk/Salesforce
- Sharepoint Design and Microsoft Teams Expertise
Timeline
Director of Guest Services
On Location Experiences
02.2023 - Current
Senior Manager of Guest Services
On Location Experiences, Music Division
04.2021 - 02.2023
Guest Content Manager
CID Entertainment
06.2018 - 04.2021
Owner, Account Manager (Freelance)
AMS Media
03.2016 - 12.2018
Guest Services Associate
CID Entertainment
02.2016 - 06.2018
Marketing Associate
Caslon Business Development
09.2011 - 02.2016
Bachelor of Arts - Journalism & Media Studies
Rutgers - The State University of New Jersey
Similar Profiles
Rebecca RodriguezRebecca Rodriguez
Finance Manager at On Location ExperiencesFinance Manager at On Location Experiences
Grace CullGrace Cull
Account Manager at On Location ExperiencesAccount Manager at On Location Experiences
Wendy EstesWendy Estes
Event Manager at Dover Hall ExperiencesEvent Manager at Dover Hall Experiences
Derek ButricaDerek Butrica
Bartender at Gardendale Social ClubBartender at Gardendale Social Club
Kelly SimpsonKelly Simpson
Billing & Collections Specialist at Corridor GroupBilling & Collections Specialist at Corridor Group