Wilma Diaz

Financial Management & Reporting

• Drive results by managing an efficient and profitable operation with a focused approach to revenue maximization and profitability using cost control measures in accordance with the company's standard operating procedures.
• Strategically ensure event profitability is maintained based on proper staffing per event.
• Achieves financial goals for the location(s) by effectively directing the management of labor, equipment sub-rentals, and other costs.
• Manage location P&L and develop action plans to grow the business.
• Succeeded in meeting and exceeding the yearly goal of 4 million in 2023 and closing the year with an EBITDA achievement of 135%.

Operations Management

• Responsible for the strategic, long-term direction of large and small high-tech, high-volume events at the property.
• Scheduling labor and sourcing equipment for all events.
• Direct operations team to manage daily floor operations including scheduling and equipment setups, operation, and strikes are completed, and in accordance with brand standards.

Technical Ability

• Act as a resource or point of escalation for technical support for the sales and operations leadership team.
• Effectively utilizes applicable company computer systems.

Sales Management

• Hold the Sales Team accountable for maintaining a healthy pipeline at all times to achieve established revenue targets.
• Confirm all known opportunities are in CRM and completed accurately and updated at all times.
• Lead the sales forecasting efforts ensuring they are accurate and submitted timely.
• Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc.
• Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events

Customer Service

• Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel, and various supporting functions and departments.

Venue Partner Relationships

• Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
• Service high profile/visibility events and act as a point of escalation when needed.
• Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business.
• Partners with Venue Sales Leadership on sales strategies.

People Development

• Value People by promoting a culture of high performance, accountability, and continuous improvement that values learning and a commitment to quality.
• Embrace and foster the company's Core Values and lead the team to exceed the expectations and needs of internal and external customers.
• Provide focused and continued coaching to develop the skills of team members and continued development.
• Directs and Manages performance, addresses employee concerns, maintains adequate staffing levels, and facilitates team development.

• Identified and qualified leads for theEvent Management Platform
• Served as the first in-depth point of contact for prospective partners and customers.
• Reached out to new prospects and developed business relationships with meeting industry associations.
• Provided detailed product information, scheduled an ran discovery calls and then demos for qualified leads.
• Partnered with the sales team to achieve new-booked business and industry partnership quotas.
• Demonstrate solution-selling and relationship-building skills.

• Responsible for managing and mentoring a sales team of diverse Account Executives in the overall sales process, assisting with closing sales, and developing and assist in maintaining client relationships.
• Plan and implement departmental sales and operational procedures.
• Monitor the quality of show quotes to ensure technical accuracy, margin of profitability, efficiency of transportation and labor commitments and availability of equipment and services, based on overall business levels and priorities.
• Work with Labor Logistics, Equipment Logistics, and the technical support management team to establish relationships, determine the availability of resources, and negotiate pricing and terms
• Monitor the utilization of cross-rental equipment and freelance labor to suit business requirements.
• Develop recommendations for departmental budgets, authorize budgeted expenditures, monitor departmental adherence to budgets and report on variances
• Analyze anticipated show revenue for shows booked in Salesforce and to provide revenue forecasts based on outstanding proposals
• Review and authorize time sheets and expense reports for sales team, ensure that all billable hours are included with invoicing and monitor the profitability of contracts.

• Achieve Encore's financial goals for my location by effectively managing the budget including labor, equipment and sub- rentals; review and maintain P&L to ensure profitability.
• Effectively manage the set-up of client events and follow through on all client requests to ensure successful outcomes.
• Manage the sales process for maximum capture of business and revenue.
• Prepare and deliver presentations that portray the value of Encore and our ability to fulfill customer requests.
• Develop and mentor staff to effectively create an environment of continual improvement and inspire employee morale.
• Direct daily operations in set up and strike
• Ensure inventory is in good working condition and secure from theft or damage to comply with all company security and safety measures.

• Provided professional audio-visual equipment rental, electrical, rigging, and internet services, set-up, and customer support for memorable high-quality event productions as the in-house AV department's main contact
• Grow overall audiovisual revenue and profitability, while maximizing customer satisfaction from pre-event planning through post-event phases of service
• Successfully reached and surpassed goals with a pipeline of over 1.6 million while maintaining a positive AGP and P&L and exceeding clients' expectations and improving the CRM.
• Attended site visits and support the Hotel in capturing and advancing the business.
• Obtained definite bookings from the hotel, proactively contact customers, enter data and account notes and create professional bids and proposals by actively using Encore's systems and marketing tools.
• Utilized an understanding of costs associated with sales, including labor, commission and equipment outsourcing (ie
• Audio, visual, lighting, rigging, etc.)
• Managed event logistics based on local government entities and process permits accordingly.
• Established relationship with vendors and negotiated equipment outsourcing.

• Front of House and Monitor Engineer for the Hogwarts School Choir and the Triwizard Spirit Rally at the Wizarding World of Harry Potter attraction in Islands of Adventures.
• Entertainment Coordinator at CityWalk performing the opening and/or closing duties of the area, monitoring daily performances and assisting performers and technicians as needed as well as support management in coordinating and executing special events.

• Coordinated South American tours such as: Pearl Jam, Bob Dylan, Roger Waters, Aerosmith, Ozzy Osbourne, Bon Jovi, Bruno Mars, Backstreet Boys, Paramore, Rush, Ricky Martin, Guns n' Roses, Avril Lavigne, Alice Cooper, Motley Crue, Seal, Elvis Costello, Jonas Brothers, Norah Jones, Kenny G, among others.
• Monitored, supported, and followed up the work of our production teams in every country in South America where the artist is performing acting as a liaison with artist's agency and artist's tour and production manager.
• Supervised the process for obtaining visas, booking hotels, ground transport requirements.
• Followed up on the riders' requirements, coordinated any fan club presale of the shows
• Obtained the approval of the advertising pieces of the show (press release, artwork, radio & tv spots, etc)
• Organized press activities (advance phoners, meet & greets) as well as sponsored activities.
• Managed the tour files (contracts, invoices, artworks, rider, wire copies, ticket office reports)
• Created and managed the company's social media.