KYRA HAGERMAN
Madison Square Garden, MSG
New York,NY
1
Certification
9
years of professional experience
Customer-focused, people-centered Guest Services professional with 10+ years of experience creating exceptional guest experiences in fast-paced environments. With a background in customer service, writing, and journalism, I bring strong communication, problem-solving, adaptability, and relationship-building skills to connect with diverse audiences, resolve challenges, and support team success. Passionate about improving processes and contributing to environments where guests, colleagues, and communities feel valued and respected.
Work History
Guest Service Representative
1 Month- Delivered exceptional customer service by greeting guests, scanning tickets, and providing accurate venue navigation in a fast-paced, high-volume entertainment environment.
- Assisted guests with seating and event information, enhancing their experience through knowledgeable guidance on venue amenities.
- Supported VIP Services by validating access to premium seating areas and ensuring a seamless guest experience.
- Resolved guest concerns professionally by addressing issues promptly and escalating complex situations to supervisors when necessary.
- Resolved guest concerns by addressing issues promptly and escalating complex situations to supervisors.
- Maintained a safe and secure environment by reporting lost-and-found items, safety hazards, and security concerns in accordance with venue procedures.
- Collaborated with event operations and cross-functional teams to streamline event setup and guest flow for successful execution of live events.
- Thrived in a high-pressure, large-crowd environment while maintaining composure, professionalism, and strong communication with guests and team members.
Quick Service Restaurant Sales Associate
3 Years 6 Months- Achieved high customer satisfaction and efficiency across 8 food and retail stations by mastering diverse roles including cashier, food prep, and customer service
- Boosted customer satisfaction through personalized guest engagement and prompt assistance in a high-volume restaurant environment
- Processed transactions efficiently for customers, ensuring timely order fulfillment and minimizing wait times
- Utilized in-depth product knowledge to address and resolve customer inquiries daily across multiple channels, ensuring high satisfaction rates
- Maintained well-stocked, clean, and organized stations to enhance workspace efficiency for a team of 10 staff members
- Engaged with guests personally and provided prompt assistance to enhance customer satisfaction in high-volume restaurant environment
- Increased workspace efficiency by maintaining well-stocked, clean, and organized stations for a team of 10 staff members
Seasonal Sales Ambassador
3 Months- Generated sales by creating personalized experiences for 50+ daily visitors through targeted questions to assess their needs and build rapport
- Generated sales by creating personalized experiences for over 50 daily visitors through targeted questions to assess needs and build rapport, directly enhancing customer engagement.
- Increased guest satisfaction scores by providing personalized service and support during daily interactions with patrons, leading to improved customer loyalty.
- Boosted product sales through tailored recommendations based on guest preferences and effective upselling techniques, resulting in higher customer purchase rates.
Experience Specialist
1 Month- Managed 4 distinct stations, including public speaking, coat check, and gift shop sales, to enhance guest experience and greet guests upon arrival
- Addressed inquiries and resolved issues for 50+ customers daily, improving guest satisfaction during their visits
- Developed engaging visitor experiences through interactive art installations and guided tours.
- Collaborated with multidisciplinary teams to enhance exhibition layouts and storytelling elements.
- Implemented feedback mechanisms to gather visitor insights for continuous improvement of exhibits.
Experience Specialist
5 Months- Greeted 100+ guests daily as first point of contact, managed food distribution and processed transactions at gift shop to enhance overall visitor experience.
- Created welcoming atmosphere for guests daily, increased visitor satisfaction through personalized service and attention to detail.
- Developed immersive experiences that enhanced visitor engagement and satisfaction.
- Collaborated with cross-functional teams to design and implement interactive exhibits.
- Analyzed visitor feedback to refine experience offerings and improve overall quality.
Barista
4 Years 4 Months- Managed all roles (Register, Cold Bar, Hot Bar, and CS1/2) efficiently, serving hundreds of customers daily during peak hours.
- Engaged with customers daily, addressing inquiries and resolving issues to enhance satisfaction, while maintaining cleanliness in the cafe and preparing artisanal coffee for over 100 customers during peak hours.
- Fostered clear communication with 50+ customers and colleagues daily, ensuring smooth workflow in bakery and cafe.
Education
Bachelor's Degree - Journalism/Writing
Associate's Degree - English
High School Diploma
Skills
Customer service expertise
Excellent communication
Customer engagement
Interpersonal conflict resolution
Multitasking
Problem Solving
Collaborative team player
Adaptable worker
Positive demeanor
Strong work ethic
Certification
T.E.A.M. (Techniques for Effective Alcohol Management) Certification
Timeline
Guest Service Representative
Madison Square Garden, MSG
07.2026 - CurrentRead More
Seasonal Sales Ambassador
Lush Cosmetics US
10.2022 - 01.2023Read More
Quick Service Restaurant Sales Associate
Tin Building by Jean Georges
08.2022 - 02.2026Read More
Experience Specialist
Banksy: Genius or Vandal? Immersive Experience
01.2022 - 02.2022Read More
Experience Specialist
Color Factory NYC
07.2021 - 12.2021Read More
Barista
Starbucks Reserve Bar
02.2017 - 06.2021Read More
School of the Future High School
High School Diploma
Read More
Borough of Manhattan Community College
Associate's Degree from English
Read More
Baruch
Bachelor's Degree from Journalism/Writing
Read More