JENNIFER HARVEY
Capitol Heights,MD
Summary
Detail-oriented and dedicated museum professional with strong organizational skills and knowledge in sales, service, events, public safety, data collection, leadership and proven multitasking abilities. I have the ability to handle multiple projects simultaneously with a high degree of accuracy and committed to maintaining professional relationships to increase and continue company goals. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with departmental heads and other museum staff. In additional to a museum career, I also have skills and retail and food service sales and management, visual merchandizing abilities, summer youth work and medical and pharmacy experience.
Overview
10
10
years of professional experience
Work History
Visitor Experience Floor Lead
National Gallery Of Art
11.2022 - Current
- Performs administrative duties for WebTA support, research for departmental equipment, ordering of office supplies and Personal Protection Equipment, responds to email correspondences, input call center and voicemail logs, and maintain call center training manuals, daily team huddle notes, and signage for public programs.
- Handles physical inventory counts for signage, uniforms, supplies, event equipment and new hire training materials.
- Inspects accessibility equipment for potential hazards and arranged for repairs/replacement when needed.
- Delivers timely and accurate updates to information desk staff and Visitor Experience Representatives on cancelled events and tours.
- Utilize effective communication and problem-solve skills to resolve issues about museum app features, closings of galleries, and offer further details about special exhibits to educate visitors.
- Leads event teams during indoor and outdoor public and special events.
- Maintains and update informative scripts on guided tours, exhibition listings and staff expanded learning opportunity for team huddle meetings.
- Collaborates with other departmental heads to cross-train and enhance comprehensive and enjoyable experience for visitors.
Visitor Service Representative (Lead)
National Gallery of Art
04.2021 - 11.2022
- Performed administrative support through research, email correspondences, and maintain call center training manual.
- Created training folders for support and development.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards while inputting inbound and voicemail logs.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Implemented training to new hire.
- Distributed supplies and technical equipment to staff for special events, information desks and checkrooms.
- Communicates museum concerns to management and other departmental staff.
- Compile data in audience insight feedback and evaluation.
- Register and redeem passes for events using Ticketure software system.
- Provide directional support to diverse groups of people by implementing policies and procedures safety, resolve and answer questions concerning museum exhibitions, tours, opening and closings, and accessible program options.
- Led and supported Visitor Service Representatives and volunteer staff with assisting with breaks and reporting safety concerns in a timely fashion.
- Organized special events equipment and technical cart and assist with movement of stanchions, signage, and handling line management.
Gallery Aide
National Gallery of Art
07.2018 - 04.2021
- Assisted in crossing-training and OJT (on-job training) of new team members.
- Assisted visitors with luggage's and/or bag check-in at checkrooms, and providing help with map usage during wayfinding duties.
- Collaborated with IT department in RSA SecurID token set-up for security staff.
- Completed museum security and safety training, and CPR/AED certification.
- Supported Special Events department with digital cycle count using Sensource software system.
- Maintained cleanliness, safety and functionality in and around the checkrooms daily.
- Worked closely with management staff and other departmental heads during special events and communicate crossing-training concerns.
- Stand in as acting supervisor during weekend and management training sessions.
- Oversaw daily monitoring and patrolled public gallery spaces for art touching, damages and safety concerns during posted duties.
- Communicated with security team and supervisors using two-way radios.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Worked independently and collaboratively to resolve urgent issues with visitors concerning and incidents.
- Provided information about current and future events, exhibitions, tours, and dining options.
- Worked flexible hours across night, weekend and holiday shifts.
- Strengthened communication skills through regular interactions with visitor, department heads, and contracting staff.
- Reviewed tickets for authenticity and reserved admission passes for timed entry.
Office Assistant/ Lead Cashier
Restaurant Associates, Supreme Court
09.2017 - 07.2018
- Supervised staff during catered and also regular business hours.
- Organized menu changes and created PowerPoint presentations for café visual menu signage.
- Generated financial statements using Excel spreadsheet for monthly justice payment records.
- Verified and confirmed order matched stock receiving documentation from warehouse orders.
- Rotated stock and supplies and implemented “first-in-first-out” principle to avoid spoilage of stock.
- Reconciled discrepancies related to receipt control stock and inventory adjustments.
- Coordinated furniture move, pick-up of outdated supplies, trash removal, and heavy cleaning of dining areas and kitchen equipment.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Completed the ServSafe Food Management Certification.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Checked merchandise multiple times during each shift and restocked products when stock ran low.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Reconciled daily totals to maintain balanced and compliant ledgers.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Set and updated employee schedules to fulfill gaps based on expected customer demands.
- Set up new menu displays each week with fresh merchandise.
- Lifted up 50 pounds at once and used forklift to move heavier pallets.
Sale Store Checker (Lead)
National Gallery
11.2014 - 09.2017
- Supervised and delegated tasks to employees and ensured tasks were completed in a timely manner.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Led and conducted annual and regular inventory counts by adding each item in stock and documenting in computer system for 3 shops.
- Lifted up 50 pounds, packaged, created transfer slips, and moved stock and visual display inventory using flatbeds and storage tobies.
- Received and processed Gallery staff requisitions for NGA Official orders and materials.
- Generated daily and weekly reports using WIN retail database and assisted with WebTA training.
- Answered inquiries about product availability, product information, and online store items.
- Transported materials and supplies between museum gallery shops.
- Worked with Visual Display department to set, move, and uphold display floor set protocol standards.
- Attended weekly management meetings and training sessions.
- Problem solved technical issues and communicated concerns to management.
- Contributed to store sales through product knowledge, cross-selling recommendation, restocking, and through mail order sales.
- Provided support to special events department during after hours events.
Floor Supervisor/Sales Associate
Columbia Sportswear
11.2013 - 11.2014
- Managed sales team of 6-8 employees.
- Loaded and unloaded shipment trucks and performed physical inventory cycle audits.
- Collaborated with other leadership and management staff members concerning sales, training, and operational standards.
- Provided cross-training and coaching for efficient and effective daily store operations.
- Managed cash flow for the business using POS System, card batching, and cash depositing.
- Executed merchandising and floor moves based on seasonal changes, business needs, promotional sales, and floor plan & visual merchandising compliance.
- Engaged and solved customers needs with locating products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Prioritized customers over completing other routine tasks in store.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Managed efficient cash register operations.
- Conducted product demonstrations and recommended complementary purchases to customers to increasing revenue and to meet new customer targets for customer sign-up promotions.
Education
Associate of Applied Science - Medical Office Administration
Gibbs College
Vienna, Virginia06.2006
Skills
- Customer Service
- Data Entry
- Complaint Resolution
- Insight and Data Evaluations
- Appointment Scheduling
- Inbound Phone Call Management
- Retail Operations Professional
- Safety Practices and Regulations
- Leadership
- Team Onboarding
- Time Management
- Payment Collection
- Microsoft Office Excel, Outlook, Word, PowerPoint
- Basic Mathematics
- Event Coordination
- Technical Issue Troubleshooting
Accomplishments
- Certifications:
- CPR &AED Certified
- ServSafe Food Management Certified
Timeline
Visitor Experience Floor Lead
National Gallery Of Art
11.2022 - Current
Visitor Service Representative (Lead)
National Gallery of Art
04.2021 - 11.2022
Gallery Aide
National Gallery of Art
07.2018 - 04.2021
Office Assistant/ Lead Cashier
Restaurant Associates, Supreme Court
09.2017 - 07.2018
Sale Store Checker (Lead)
National Gallery
11.2014 - 09.2017
Floor Supervisor/Sales Associate
Columbia Sportswear
11.2013 - 11.2014
Associate of Applied Science - Medical Office Administration
Gibbs College