Mary Ann Lawrence

• Created and implemented monthly and ad hoc employee events that enhanced corporate culture for over 500 employees
• Maintained and oversaw all corporate cultural and events on-site and off-site
• Focused on the company's core values: Risk-Taking, Open and Courageous Communication, Thriving in Change, Teamwork, Quality & Speed
• Planned, prepared, and executed monthly corporate meetings for Boston and Regional employees
• Managed and reconciled event calendar and budgets year over year
• Created community service calendars for 35-40 events per year

• Supervised staff of 25-30 per concert through motivational coaching and effective training for all new hires for service techniques
• Lead daily meetings, instructing ushers on the event's program and procedures
• Emphasized patrons satisfaction during pre-concert departmental meetings and focused on continuous improvement
• Managed day-to-day FOH operations to drive quality, standards and meet patrons expectations
• Resolved patrons complaints while maintaining positive customer environment
• Trained and oversaw ushers, outlining duties, house rules and expectations
• Properly addressed ushers conflicts or misconducts post concert meeting

• Greeted all vendors, visitors, and candidates arriving at the Front Desk
• Engaged all guests and candidates in pleasant conversations while waiting
• Answered phones and responded to inquiries and transferred calls to proper departments and personnel receiving at least 75 calls per day
• Maintained employee and departmental phone directories for all employees
• Created employee badges for all new hires and replacement badges for employees
• Removed badge access for voluntary and non-voluntary terminated employees as directed
• Maintained security by following procedures, monitored visitors' logbooks, and issued visitors temporary badge access.

Customer Service Supervisor - May 2007- Aug 2015

• Managed 20-25 In-bound Customer Service Agent
• Provided thorough and effective training skills to direct reports via weekly one-on-one meetings
• Monitored direct report calls and provided feedback and support
• Received, understood, and proactively responded to directions from managers and other company personnel

Customer Service In-bound Service Agent - Nov 2004 - May 2007

• Answered inbound calls from prospects and loyalty travelers
• Maintained customer satisfaction with forward-thinking strategies
• Focused on addressing customer needs and resolving concerns
• Informed customers about special promotions and provided detailed information for various products
• Met and maintained individual monthly metrics