Julie England
Indianapolis,IN
Summary
Experienced customer-focused professional with over 20 years of dedicated expertise in operations management, showcasing proficiency across a spectrum of functions including customer service, accounting, and box office management. Adept at ensuring seamless operational processes, optimizing revenue streams, and delivering exceptional customer experiences. Proven track record of implementing efficient systems and processes to drive productivity and enhance overall operational performance. Strong leadership skills with the ability to motivate teams and foster a collaborative work environment.
Overview
23
23
years of professional experience
Work History
Assistant Box Office Manager
Butler Arts & Events Center - Butler University
2014.10 - Current
- Support day-to-day box office operations including ticket sales, financial reporting and analysis, customer service, and staff management.
- Manage and maintain patron database of over 60,000 active accounts to increase sales and repeat business
- Process registrations, confirmation forms, ticket requests, and payments for variety of internal and external performances.
- Create daily sales and event reports; oversee reconciliation of daily sales receipts for each ticket seller and total daily receipts for ticket office
- Prepare daily deposits for delivery to internal Business Office, maintain Box Office bank and cash drawers, and coordinates change orders with bank
- Program event ticket scanners, monitor patron traffic, and serve as liaison to internal personnel, support staff, and external clients.
- Utilize Ticketmaster, Archtics and TM1 to generate performance and event summary reports, accurately documenting projected sales, and attendance
- Analyze current and past event sales to assist in determining future marketing strategies
- Arranged delivery of tickets for bulk orders and non-local customers by printing tickets for delivery, shipping via carriers and communicating with buyers to inform of delivery status
- Analyzed current and past event sales to assist in determining future marketing strategies
- Created and maintained reports of sold tickets and payments received
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Established team priorities, maintained schedules and monitored performance
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Identified and communicated customer needs to supply chain capacity and quality teams
- Defined clear targets and objectives and communicated to other team members
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Managed senior-level personnel working in marketing and sales capacities
- Developed detailed plans based on broad guidance and direction
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Trained and motivated 20+ student box office staff to maximize customer service experience and ticket sales and facilitate distribution of information regarding shows and performances
- Trained and motivated 30+ box office staff to maximize ticket sales and facilitate distribution of information regarding shows and performances
- Communicated with subscribers to exchange, upgrade, renew and purchase tickets
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
Box Office Manager
Indiana State Fair Commission - Indiana State Fair
2013.09 - 2014.10
- Oversaw all aspects of box office operations, including ticket sales, customer service, and staff management.
- Developed and implemented box office policies, procedures, and standards to ensure efficient and effective service delivery.
- Hired, trained, and supervised box office staff, providing leadership, guidance, and performance feedback to maintain high level of professionalism and customer satisfaction.
- Utilized Ticketmaster and TM1 to generate performance reports, accurately documenting projected sales and attendance to inform decision-making and identify areas for improvement.
- Stayed informed about industry trends, technologies, and best practices in box office management to continuously improve operations and customer experience.
- Arranged delivery of tickets for bulk orders and non-local customers by printing tickets for delivery, shipping via carriers, and communicating with buyers to inform of delivery status.
- Collaborated with marketing department to brainstorm strategies (such as email blasts and mailing lists) for upselling tickets through data analysis from Ticketmaster Archtics program.
- Trained and motivated 30+ box office staff and to maximize ticket sales and facilitate distribution of information regarding shows and performances
Payroll Manager
Indiana State Fair Commission - Indiana State Fair
2010.09 - 2013.08
- Oversaw all aspects of payroll processing for 200-1400 employees (seasonal), ensuring accuracy, compliance, and timely delivery of payroll services.
- Developed and maintained payroll policies, procedures, and internal controls to safeguard payroll data and mitigate risks of errors or fraud.
- Administered payroll systems and software, including setup, configuration, and maintenance of employee records, earnings, deductions, and taxes.
- Served as primary point of contact for all payroll-related inquiries from employees, managers, and external agencies, providing timely and accurate responses and resolutions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Processed payroll garnishments such as tax liens and child support.
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions
- Processed payroll garnishments such as tax liens and child support
- Calculated deductions and processed payroll for employees
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution
- Reviewed time records for 50+ year fulltime & 1500+ fair run time employees to verify accuracy of information
- Processed retroactive pay adjustments and other special payments to make up for compensation shortfall in previous pay period
- Monitored and updated employee information in payroll system to add changes in salary, bonuses and deductions
- Coordinated new hire and termination processes to facilitate smooth operations
- Responded to employee inquiries to provide assistance with payroll-related questions
- Prepared and filed accurate and timely payroll tax returns and other related reports to comply with tax laws and regulations
- Developed and implemented payroll procedures and policies to determine compliance with regulations
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data
- Designed and maintained financial models to identify and measure risks
- Performed banking, business administration and financial tasks to guarantee five-star service for clients
- Created and managed financial models to evaluate corporate investments and acquisitions
- Established and checked coding procedures, monitored reports and updated internal files
- Analyzed business processes to identify cost savings and operational efficiencies
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
- Utilized financial software to prepare consolidated financial statements
- Evaluated and negotiated contracts to procure favorable financial terms
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance
- Complied with established internal controls and policies
Box Office Assistant Manager
Indiana State Fair - Indiana State Fairgrounds
2005.01 - 2010.09
- Assisted Box Office Manager in overseeing all aspects of box office operations, including ticket sales, customer service, and inventory management.
- Supervised box office staff, providing training, guidance, and performance feedback to ensure efficient and professional service delivery.
- Managed ticketing systems and software, ensuring accuracy in ticket sales, refunds, exchanges, and reporting.
- Collaborated with marketing and promotions team to develop and implement ticketing strategies to maximize revenue and attendance.
- Handled escalated customer inquiries and complaints, resolving issues promptly and maintaining positive customer relations.
- Monitored box office inventory, including tickets and supplies, and placed orders as needed to maintain adequate stock levels.
- Supported special events by coordinating ticketing logistics, VIP services, and guest accommodations.
- On average, greeted over 900,000 customers per fair year and determined best approach to provide optimal service
Store Owner
Gazeboze Gift Shop & Tea Room
2001.06 - 2005.01
- Co-founded and managed thriving small gift shop specializing in curated and unique products.
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Oversaw all aspects of daily operations, including inventory management, purchasing, budgeting, financial analysis, payroll, and vendor relations.
- Implemented cost-saving measures and streamlined processes to improve operational efficiency, reduce overhead expenses, and maximize profitability.
- Provided personalized customer service to ensure customer satisfaction and foster repeat business.
- Managed team of 10 employees, including hiring, training, coaching, and scheduling.
- Maintained clean, organized, and welcoming store environment to enhance shopping experience
- Provided financial management through preparation of bank deposits and settlement of sales, returns, and transaction reports
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities
- Consulted with customers to assess needs and propose optimal solutions
- Trained and motivated employees to perform daily business functions
- Prepared bank deposits and handled business sales, returns, and transaction reports
- Managed day-to-day business operations
Skills
- Operations Management
- Event Coordination
- Customer Service Excellence
- Cash Handling & Accounting
- Inventory Management
- Process Improvement
- Vendor Management
- Marketing & Promotions
- Ticket Sales
- Microsoft Office
- POS System Operation
- Ticketmaster & TM1 Software
Timeline
Assistant Box Office Manager
Butler Arts & Events Center - Butler University
2014.10 - Current
Box Office Manager
Indiana State Fair Commission - Indiana State Fair
2013.09 - 2014.10
Payroll Manager
Indiana State Fair Commission - Indiana State Fair
2010.09 - 2013.08
Box Office Assistant Manager
Indiana State Fair - Indiana State Fairgrounds
2005.01 - 2010.09
Store Owner
Gazeboze Gift Shop & Tea Room
2001.06 - 2005.01
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