Kimberly Schall
Johnston,RI
Overview
24
24
years of professional experience
Work History
Customer Engagement Specialist
Marriott Customer Engagement Center
01.2015 - Current
- Facilitate individual and group reservations for Marriott International
- Respond to guest concerns and complaints live and via e-mail
- Comprehensively assess complaints and appropriately escalate
- Facilitate sound resolution of any issue not in need of escalation
- Troubleshooting for account issues.
Ticket Office Supervisor
George Mason University, Center for the Arts
01.2003 - 08.2014
- Implemented group sales program for performance being held at our facilities
- Streamlined season subscription process
- Developed Access databases for subscription management, group sales and patron management
- Provided support during conversion from Provenue Elite to Provenue
- Served as liaison to clients renting facilities for independent events
- (Creating event in system, managing inventory, reporting on sales and final settlement.) Served as liaison to various University Departments ensuring that they receive the highest level of service
- Ran reports in ticketing system, Excel and Access
- Created ticketed events and packages in Provenue ticketing software
- Worked with Marketing Team to create promotional rates and packages.
Supervisor
Tickets.com
06.2000 - 03.2003
- Communicated with customers daily about positive and negative issues
- Spoke to client representatives about customer's concerns about venues policies
- Assisted agents in locating best possible seats for event based on customer needs and preference
- Enforced policies of Tickets.com
- Performed test calls and monitored calls for quality assurance
- Wrote annual reviews for our customer service representatives.
Trainer
Tickets.com
- Hired and trained customer service representatives to answer phones and process ticket orders for entertainment and sporting events across the country using Prologue ticketing system and a SQL application.
Customer Service Representive
Tickets.com
- Sold tickets to sporting and entertainment events across the country.
Education
B.A. -
George Mason University
Fairfax, VA01.2001
Skills
- Customer Relations
- In-House Training
- Ticketing
- Microsoft Office Suite including Access
- Provenue and Paciolan ticketing systems
Timeline
Customer Engagement Specialist
Marriott Customer Engagement Center
01.2015 - Current
Ticket Office Supervisor
George Mason University, Center for the Arts
01.2003 - 08.2014
Supervisor
Tickets.com
06.2000 - 03.2003
Trainer
Tickets.com
Customer Service Representive
Tickets.com
B.A. -
George Mason University
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