Steve Yencho
Jacksonville,FL
Summary
Dynamic operations and customer experience professional with over 10 years of expertise in supporting B2B and consumer clients within the financial services and live events sectors. Recently contributed to The Florida Theatre, recognized as the #5 theater worldwide in 2025 by Pollstar magazine, demonstrating a commitment to excellence in service delivery. Proven track record in managing complex workflows, reporting, and escalations while fostering cross-functional collaboration to enhance processes and achieve outstanding customer outcomes. Renowned for strong analytical judgment and a proactive, solutions-oriented approach in fast-paced environments, complemented by effective management of box office operations and a history of implementing process improvements to swiftly resolve customer issues.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Box Office Manager
The Florida Theatre
Jacksonville, FL
06.2024 - Current
- Assisted Director of Ticketing with RFP process for ticketing platform migration (Summer 2025).
- Served as Box Office representative on the Marketing Committee.
- Participated in a hiring committee for Box Office staff; supported onboarding and training of all new team members.
- Manage all ADA seating requests and coordinate with Front of House and production teams to ensure appropriate accessibility accommodations for guests.
- Set up group ticket requests and manage bulk ticket order processing for large groups and organizations (e.g., Groupon, Vet Tix).
- Managed daily box office operations which generated $8.8 million in gross ticket revenue for 2024-2025 fiscal year.
Assistant Box Office Manager
The Florida Theatre
Jacksonville, FL
09.2023 - 06.2024
- Served as the primary ADA Specialist for the Ticketing Department and active member of the Florida Theatre's ADA Committee.
- Supervised daily Box Office operations, leading a team of 12+ staff to ensure efficient and customer-focused service.
- Collaborated with the Ticketing Director to manage weekly donor presale access for a membership base of over 1,900 Florida Theatre donors.
- Demonstrated proficiency with Accesso ShoWare ticketing system in a fast-paced, high-volume environment.
- Managed daily box office operations to ensure efficient ticket processing and customer service.
Box Office Supervisor
The Florida Theatre
Jacksonville, FL
04.2022 - 09.2023
- Directed day-to-day and event ticketing operations, overseeing staff to ensure smooth, efficient service.
- Managed financial operations, including cash handling, deposit preparation, and detailed post-event reconciliation reports used for artist settlement.
- Leveraged the ShoWare ticketing platform to identify patron engagement opportunities and drive membership initiatives.
- Engaged patrons through personalized conversations to successfully convert interest into memberships or donations.
- Held keyholder responsibilities, managing all opening and closing procedures during business hours and live events.
Box Office Associate
The Florida Theatre
Jacksonville, FL
09.2021 - 04.2022
- Supported daily operations, including in-person and phone sales, membership transactions, and general patron services.
- Provided Will Call assistance during live events and managed event merchandise sales on behalf of artist management.
- Handled high-pressure situations calmly during sold-out events or technical difficulties at the box office, maintaining professionalism while resolving problems quickly.
Senior Client Service Specialist
Mantay & Company
Jacksonville, FL
01.2019 - 02.2020
- Prepared in-depth client review materials, performance reports, and retirement projections; managed all account servicing tasks including trade execution and cash transfers.
- Developed new systems to streamline account onboarding and proposal generation; managed advisor calendars and coordinated high-volume client meetings.
- Conducted daily outreach to maintain high-touch relationships and ensured portfolio recommendations aligned with client risk tolerance and suitability.
- Planned and executed the firm’s annual client appreciation dinner for 30+ attendees, coordinating logistics with strategic partners and a national keynote speaker.
Investment Specialist
Merrill Edge
Jacksonville, FL
02.2016 - 11.2017
- Completed rigorous Merrill Lynch training, earning and maintaining FINRA Series 7 and Series 63 securities licenses.
- Served as the primary contact for IRA/401(k) rollovers, asset transfers, and securities transactions; utilized consultative techniques to deepen client relationships and referral opportunities.
- Consistently exceeded performance metrics for productivity and service quality, earning multiple awards for perfect quarterly Quality Assurance scores.
- Managed and resolved intricate research requests across Merrill Edge and Merrill Lynch Wealth Management platforms.
Personal Banker
Synovus Bank of Jacksonville
Jacksonville, FL
12.2012 - 02.2016
- Delivered personalized banking services to commercial clients and individuals with assets exceeding $1M; utilized consultative techniques to align banking products with diverse customer needs.
- Served as the primary Jacksonville HQ contact for domestic/international wire transfers, fraud investigations, and new account maintenance for 25+ staff members.
- Acted as a central point of contact for mortgage, commercial lending, and securities departments to support daily account-related requests and complex transactions.
- Managed accurate cash handling for commercial accounts and led branch philanthropic initiatives throughout 2014, coordinating all team participation and community outreach.
Education
Master of Science - Clinical Mental Health Counseling (In Progress)
Nova Southeastern University
OnlineBachelor of Science - Sport/Event Management, Business Administration
University of North Florida
Jacksonville, FL12.2010
Skills
- Ticketing & Venue Operations
- Systems: Accesso ShoWare (Advanced), Ticketmaster (Working Knowledge), POS Systems, CRM Management
- Operations: High-Volume Cash Handling, Settlement Reconciliation, Inventory Analytics, RFP Processes
- Guest Experience: ADA Accessibility Specialist, Conflict Management, De-escalation, VIP/High-Net-Worth Relations
- Financial & Strategic Leadership
- Management: Staff Development (Hiring/Onboarding), Team Leadership (12 staff), Performance Metrics
- Business Growth: B2B Sales, Account Management, Client Relationship Development, Strategic Planning
- Compliance: Internal Controls, Fraud Investigation, FINRA Series 7/63/65 (Prior), CPR & First Aid
- Professional & Technical Skills
- Communication: Public Speaking, Professional Networking, Cross-functional Collaboration, Phone Etiquette
- Tools: Microsoft Office Suite (Advanced Excel), Financial Reporting Software, Digital Photography
Certification
FINRA Series 7, 65, & 63 (Prior/Active); CPR & First Aid Certified.
Timeline
Box Office Manager
The Florida Theatre
06.2024 - Current
Assistant Box Office Manager
The Florida Theatre
09.2023 - 06.2024
Box Office Supervisor
The Florida Theatre
04.2022 - 09.2023
Box Office Associate
The Florida Theatre
09.2021 - 04.2022
Senior Client Service Specialist
Mantay & Company
01.2019 - 02.2020
Investment Specialist
Merrill Edge
02.2016 - 11.2017
Personal Banker
Synovus Bank of Jacksonville
12.2012 - 02.2016
Master of Science - Clinical Mental Health Counseling (In Progress)
Nova Southeastern University
Bachelor of Science - Sport/Event Management, Business Administration
University of North Florida