Mackenzie DeRosa
New York,NY
Summary
Motivated customer service and sales professional with experience in Audience Services in various settings. Strong team player and communicator recognized for going above and beyond established service expectations at every opportunity. Passionate about live entertainment and dedicated to fostering exceptional audience experiences.
Overview
6
6
years of professional experience
Work History
Ticketing & Operations Associate
Audience Rewards
New York, NY
11.2022 - 01.2025
- Managed weekly oversight of online ticket inventory, ensuring timely creation of spreadsheets to request show programming and extensions.
- Managed online merchandise inventory using a custom CMS system.
- Loaded and managed large data sets weekly in the loyalty system to update ticketing information.
- Conducted routine quality assessments for sales data and promotional programming.
- Supported daily operations by managing data uploads, creating offers, and editing as needed.
- Served as the main contact for resolving difficult member concerns.
- Served as a company ambassador during member-focused events, including backstage tours.
- Increased ticket award utilization by over 20% in a calendar year.
Audience Services Representative
Roundabout Theatre Company
New York, NY
09.2021 - 11.2022
- Responded to customer queries about tickets and subscriptions during inbound calls, while also soliciting donations.
- Addressed customer concerns through emails and live chats, with superior support.
- Utilized Tessitura and additional technology solutions to ensure consistent and relevant support for customers.
- Supported execution of fundraising events such as the annual Gala.
- Managed Will Call ticket distribution for special events.
Box Office/House Manager
New London Barn Playhouse
New London, NH
03.2019 - 09.2021
- Oversaw management of patrons' online accounts via OvationTix.
- Collaborated with Director of Sales and Marketing to develop promotional materials.
- Led and supervised a team of 3 to 6 Box Office Associates.
- Developed weekly schedules for Associates.
- Collaborated with the Stage Manager regarding opening the house and addressing patron issues.
- Operated Square to process merchandise sales.
- Collaborated with Usher Coordinator to oversee volunteer usher team of over 100 members.
Education
Bachelor of Fine Arts - Musical Theatre
Florida Southern College
Lakeland, FL05-2019
Skills
- Customer Support Expertise
- Effective Public Speaking
- Proficient in Microsoft Office Suite
- Collaborative Engagement
- Effective Communication Skills
- Database Administration
- Experienced with Various Ticketing Platforms
Timeline
Ticketing & Operations Associate
Audience Rewards
11.2022 - 01.2025
Audience Services Representative
Roundabout Theatre Company
09.2021 - 11.2022
Box Office/House Manager
New London Barn Playhouse
03.2019 - 09.2021
Bachelor of Fine Arts - Musical Theatre
Florida Southern College
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