Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Joanna Russell

Hackensack,USA

Summary

Highly organized and dependable professional skilled at managing multiple priorities with a positive attitude. Roles in a variety of different fields make for a well rounded individual, able to pivot and redirect with ease. Committed to teamwork and strong work ethic, consistently exceeding expectations in fast-paced environments.

Overview

19
19
years of professional experience

Work History

Tour Guide & Logistics Lead

Foods of New York Tours
11.2015 - 09.2022
  • Fulfilled two roles within company as both Logistics Lead, in office, in the mornings and Tour Guide, in West Village, in the afternoons.
  • As Logistics Lead completed, updated and emailed all Excel spreadsheets to up to 35 restaurants and shops along tour routes, for five different tours, for tours the following days.
  • Proofread all tour information and emails that were sent out to both customers and tour guides. Including six different, 20 page, neighborhood guides (that were handed out to all guests at the beginning of the tours) and six different neighborhood tour routes (to keep tour guides on track and on time), both of which were constantly updated as information would change rapidly.
  • Helped with customer service by replying to customer emails, answering phone calls and helping lost guests get to the start of their tours while navigating the busy streets of NYC.
  • Wrote and set up email responses, used company wide, in FareHarbor ticketing system.
  • Created and maintained allergy spreadsheets in Excel to make guests experience safer and more enjoyable.
  • Proofread and updated tour scripts (6 different scripts) for all new tour guides to use while training. Maintained and updated tour scripts for all tour guides as tasting locations and local information changed.
  • As Tour guide, gave two different (in two different neighborhoods) three hour food and culture walking tours to up to 16 guests up to six times a week.
  • Received high score on required New York City Tour Guide Licensing Test.
  • Developed strong shop/restaurant employee partnerships which ensured a more personalized and special experience for my guests.
  • Built personal relationships with guests to promote positive and personalized experiences. Was often asked to give private tours as a result of this skill.
  • Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
  • Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
  • Enhanced visitor engagement by delivering captivating and informative tours of both the food tastings at the restaurants and shops as well as all the historical and cultural landmarks in the each neighborhood.

Merchandise Seller & Training Lead

Creative Goods Merchandise
03.2015 - 06.2018
  • Sold show merchandise at multiple Broadway Theaters. Responsible for cash handling, running POS system and maintaining organization and aesthetic look of merchandise booths.
  • After two years in first role, was asked to create and fill a new merchandise training role that helped to onboard new employees more quickly and seamlessly. The role became an integral part of company training.
  • Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
  • Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Provided in-house training to new employees concerning maintenance of standardized training approaches.

Production Assistant

Capital Round Table
03.2013 - 08.2016
  • Responsible for collecting, compiling, and proofreading all conference materials. Responsible for responding to all customer service emails. Managed phones and calendars. Managed email correspondence with conference attendees and speakers. Managed conflict calendar (Excel document, which needed to be updated and maintained daily). Processed phone and email registrations. Sent audio orders via Hightail. Helped to keep company database updated.

Performer - Lead Singer

Holland America & Norwegian Cruise Lines
10.2009 - 12.2012
  • Three different lead singer contracts on three different ships (10 months each) over three years.
  • Performed in five different shows up to eight times a week. Responsible for maintaining vocal and physical health while on ships without vacation or leave during contracts. Performed all shows as learned each and every performance regardless of weather conditions. Never missed a single performance. Last contract, was costume mistress, in charge of maintaining quality of costumes for entire cast.

Freelance Proofreader

Teacher Created Resources
06.2008 - 10.2009
  • Proofread a variety of different manuscripts prior to print. Word-processed pages in manuscripts. Word-processed entire answer keys for books missing them. Developed a computer art system from hard art files.

Assistant Manager & Barista

Toorak Coffee Shop
11.2008 - 08.2009
  • Opened store six days a week. Responsible for all cash handling in store. Responsible for making coffee drinks, breakfast and lunch menu items. Helped shape the menu, including both food items and pricing decisions as well as general layout. In charge of training all new employees. Proofread all flyers and menus before they went to print.

Hostess

Light Horse Tavern
07.2008 - 10.2008
  • Greeted guests and brought them to their tables. Organized dining room to accommodate the maximum number of guests in the most efficient set up in the restaurant. In charge of all to go orders. Ran drinks for the bar on a busy night.

Performer - Alexander

Two Beans Productions
01.2008 - 06.2008
  • Performed lead role in 'Alexander and the Terrible, Horrible, No Good, Very Bad Day' as many as three times a day, up to six days a week for six months, without vacation or leave. Also, acted as assistant stage manager, helping to load sets and costumes in and out of various theaters in all types of weather conditions. Never missed a single performance.

In-House Proofreader

Ambassador Yellow Pages
09.2007 - 01.2008
  • Word-processed and proofread all advertisements in phone book. Proofread final copy of phone books before print. Proofread all final copies of company sales contracts.

Shift Supervisor & Barista

Coffee Bean & Tea Leaf
06.2003 - 09.2007
  • Acting manager when manager was not in the store. Opened store five days a week at 5 a.m. for three years. Responsible for all cash handling in store on shift. Responsible for making all supply and bakery orders. Trained and coached new baristas. Barista duties included making hot and cold drinks, getting pastries, and being knowledgeable about all coffee and tea products. In charge of designing and organizing floor displays.

Education

BACHELORS OF MUSIC - VOICE PERFORMANCE

UNIVERSITY OF CALIFORNIA AT SANTA BARBARA
SANTA BARBARA, CA
06.2004

JUNE -

DANA HILLS HIGH SCHOOL
DANA POINT, CA
06.2000

Skills

  • Proficient in Microsoft Office
  • Proficient in Mac Software Systems
  • Proficient with POS systems
  • Cash handling
  • Exceptional communication
  • Memory retention
  • Poised under pressure
  • Humor and wit
  • Public speaking
  • Team Player
  • Organized
  • Storage/filing systems design and execution

Interests

  • Music
  • Acting & Theater
  • Food Tourism
  • Learning new cooking & baking techniques and expanding my culinary skills
  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Avid Reader



Timeline

Tour Guide & Logistics Lead

Foods of New York Tours
11.2015 - 09.2022

Merchandise Seller & Training Lead

Creative Goods Merchandise
03.2015 - 06.2018

Production Assistant

Capital Round Table
03.2013 - 08.2016

Performer - Lead Singer

Holland America & Norwegian Cruise Lines
10.2009 - 12.2012

Assistant Manager & Barista

Toorak Coffee Shop
11.2008 - 08.2009

Hostess

Light Horse Tavern
07.2008 - 10.2008

Freelance Proofreader

Teacher Created Resources
06.2008 - 10.2009

Performer - Alexander

Two Beans Productions
01.2008 - 06.2008

In-House Proofreader

Ambassador Yellow Pages
09.2007 - 01.2008

Shift Supervisor & Barista

Coffee Bean & Tea Leaf
06.2003 - 09.2007

JUNE -

DANA HILLS HIGH SCHOOL

BACHELORS OF MUSIC - VOICE PERFORMANCE

UNIVERSITY OF CALIFORNIA AT SANTA BARBARA

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