SHAKIRA HILL
Jersey City,NJ
Summary
Dynamic Visitor Experience Supervisor at The Shed with a proven track record in operational management and customer satisfaction. Proficient in Tessitura and conflict resolution, I lead cross-trained teams to enhance audience engagement and safety, ensuring memorable experiences while adapting to evolving needs. Excels in communication, problem-solving, and adaptability to ensure smooth operations and workplace harmony. Committed to fostering positive work environments through effective supervision and staff engagement.
Overview
15
15
years of professional experience
Work History
Visitor Experience Supervisor
The Shed
New York, New York
05.2023 - Current
- Leads the frontline team, serves as a power user of the ticketing platform, and helps achieve The Shed's customer service goals.
- Managed the audience experience and evaluated how technology and new engagement strategies shaped that experience.
- Leads a fully cross-trained team across box office, front of house, group sales, and customer service.
- Responsible for audience safety and well-being, including ensuring all frontline staff are fire guard and first aid certified and trained to respond in an emergency.
- Responsible for the safety and well-being of the audience, including ensuring that all frontline staff are fire guard and first aid certified and trained to respond in an emergency.
- Resolves customer inquiries and complaints to maintain positive experiences.
- Develops, launches, and manages frontline operations for The Shed.
Lead Customer Experience Representative
GREYHOUND BUS LINES
New York City, NY
10.2017 - 05.2023
- Addressed customer complaints and delivered timely resolutions to improve overall customer experience.
- Demonstrated excellent problem-solving skills when resolving complex customer issues.
- Supported customer service representatives during peak periods to enhance service quality.
- Assisted customers with ticket purchasing and travel inquiries.
- Monitored on-time performance of outbound schedules at the New York Port Authority Bus Terminal to ensure passenger satisfaction.
- Provided transportation guidance to large groups of passengers at the terminal.
Lifestyle Manager
NFC AMENITY MANAGEMENT
Jersey City, NJ
03.2015 - 11.2016
- Managed all day-to-day activities involving tenants, subcontractors, and property management.
- Managed schedules and appointments, ensuring timely access to requested services.
- Managed amenity facilities for a luxury condominium.
- Managed a small staff team, including receptionists, fitness instructors, lifeguards, and porters.
- Conducted tours for potential tenants and answered any questions.
- Promoted and enforced safe work practices among on-site staff.
Front Desk Receptionist
MASSAGE ENVY SPA
Jersey City, NJ
09.2013 - 01.2015
- Welcomed guests and clients warmly to create a positive first impression.
- Scheduled appointments efficiently using booking software to support client convenience.
- Maintained a clean and organized front desk area to enhance client experience.
- Handled phone inquiries, delivering accurate information about services and promotions to enhance client engagement.
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock.
- Organized reception area and ensured timely attention to all guests to improve overall client satisfaction.
Department Clerk
URBAN LEAGUE OF HUDSON COUNTY
Jersey City, NJ
03.2012 - 10.2012
- Linked New Jersey Families First Cards with electronic childcare attendance recording software and resolved technical issues regarding the card and the software.
Education
ASSOCIATE OF APPLIED SCIENCE - MANAGEMENT
Hudson County Community College
Jersey City, NJ, United States01-2018
BACHELOR OF SCIENCE - INTERNATIONAL BUSINESS
University of Bridgeport
Bridgeport, CT, United States01-2011
HIGH SCHOOL DIPLOMA -
Saint Dominic Academy
Jersey City, NJ, United States01-2010
Skills
- Tessitura power user
- Operational management
- Customer satisfaction focus
- Conflict resolution expertise
- Time management
- Adaptability and flexibility
- Google Workspace proficiency
- Makeshift and VenueOps proficiency
Timeline
Visitor Experience Supervisor
The Shed
05.2023 - Current
Lead Customer Experience Representative
GREYHOUND BUS LINES
10.2017 - 05.2023
Lifestyle Manager
NFC AMENITY MANAGEMENT
03.2015 - 11.2016
Front Desk Receptionist
MASSAGE ENVY SPA
09.2013 - 01.2015
Department Clerk
URBAN LEAGUE OF HUDSON COUNTY
03.2012 - 10.2012
ASSOCIATE OF APPLIED SCIENCE - MANAGEMENT
Hudson County Community College
BACHELOR OF SCIENCE - INTERNATIONAL BUSINESS
University of Bridgeport
HIGH SCHOOL DIPLOMA -
Saint Dominic Academy