Franklin Nunes
Las Vegas,NV
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
18
18
years of professional experience
Work History
Customer Retention / Resolutions Specialist
AT&T/ Airbnb - Sutherland Global
Las Vegas, NV
01.2018 - 09.2023
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Evaluated customer needs and feedback to drive product and service improvements.
- Followed all company policies and procedures to deliver quality work.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
Ticketing Manager
Haunted Museum
Las Vegas, NV
09.2017 - 12.2017
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Evaluated processes to create efficiencies with staff, resources and processes.
- Developed annual ticket operations and service budget for review with leadership.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Analyst & SEO Coordinator, Operations Analyst/ SEO Manager
Ulitus.com
Las Vegas, NV
02.2014 - 09.2017
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Developed and updated tracking spreadsheets using [Program].
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Supported supervisor and associated team members to maintain system functionality.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Developed written documents and reports related to programs and operations.
Ticketing Manager
Ticketswest
Spokane, WA
03.2013 - 10.2013
- Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Developed annual ticket operations and service budget for review with leadership.
- All events with the Spokane Public Facilities District
- Managed all aspects of Event creation for Arena, Convention center, and INB Theater
- Arranged staffing hours for daytime and event shifts to accommodate event needs.
- Fostered excellent working relations with concert promoters, other internal departments and high-profile clients, regularly planning and coordinating large events.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Ticketing Manager
Boulevard Theater
Las Vegas, NV
09.2012 - 01.2013
- Developed Policies and Procedures for Box Office, Usher, Retail for brand new theater
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Developed annual ticket operations and service budget for review with leadership.
- Arranged staffing hours for daytime and event shifts to accommodate event needs.
- Fostered excellent working relations with concert promoters, other internal departments and high-profile clients, regularly planning and coordinating large events.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established team priorities, maintained schedules and monitored performance.
Ticketing Manager
David Saxe Productions
Las Vegas, NV
08.2010 - 06.2012
- Managed all facets of all ticketing for 2 theaters- 12 shows a day
- Creating and Upholding all policies/procedures/sales goals
- Handled all customer service issues for all departments for both theaters
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
- Developed annual ticket operations and service budget for review with leadership.
- Arranged staffing hours for daytime and event shifts to accommodate event needs.
- Enforced box office daily financial reporting across revenue lines through ticketing system and reconciliation of ticket sales within accounting system.
- Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.
Ticketing Manager
Caesars Entertainment
Las Vegas, NV
10.2005 - 08.2010
- Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Developed annual ticket operations and service budget for review with leadership.
- Rio, Paris, Ballys, All Usher and Ticketing Staff Management
Education
High School Diploma -
Century High School
Santa Ana, CA 06.1995 - 06.1995
Skills
Customer Relations
Teamwork and Collaboration
[Various] Software Proficiency
Multitasking Abilities
Problem-Solving
Dependable and Responsible
Critical Thinking
System installations
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Customer Retention / Resolutions Specialist
AT&T/ Airbnb - Sutherland Global
01.2018 - 09.2023
Ticketing Manager
Haunted Museum
09.2017 - 12.2017
Operations Analyst & SEO Coordinator, Operations Analyst/ SEO Manager
Ulitus.com
02.2014 - 09.2017
Ticketing Manager
Ticketswest
03.2013 - 10.2013
Ticketing Manager
Boulevard Theater
09.2012 - 01.2013
Ticketing Manager
David Saxe Productions
08.2010 - 06.2012
Ticketing Manager
Caesars Entertainment
10.2005 - 08.2010
High School Diploma -
Century High School
06.1995 - 06.1995