linkedin.com/in/shelby-wilson-92262163 

Highlights

Technology Skills

Mac & PC using Microsoft Office Suite (Word, Excel, Powerpoint, Outlook), Adobe Creative Suite (Photoshop, InDesign), WordPress, Facebook, Instagram, Twitter, Pinterest, LinkedIn, Snapchat, Apps on iPhone and Android.

Professional Experience

B Street Theatre – August 2014 to July 2016

• Provide accurate information about productions, ticket prices, marketing offers, available seats, etc., to the general public and theatre company members.
• Ensuring patrons and visitors to the theatre are taken care of through accurate seating, subscription sales & communication.
• Training and new box office staff and assisting with customer service escalations and issues and maintain professional & courteous atmosphere.
• Office work such as filing, voice mails, emailing, faxing and completing accurate tally for end of day transactions
• Answer phones to assist customers and return voice mails.
• Assist with marketing efforts as requested by the Sales & Marketing Manager, including but not limited to: making outgoing phone calls to targeted lists to inform patrons of event/deal, dropping off marketing materials at local businesses, internet research for marketing outreach, etc.
• Prepare sales reports, call and mail lists and other duties as assigned by the Sales & Marketing Manager or other B Street Theatre Management.

B Street Theatre – August 2015 to February 2016

• Research, write, edit and proof copy included headlines and body copy to promote sale of tickets and subscriptions.
• Monitor social media groups, trends, tools, and applications and recommend actions/next steps.
• Work closely with sales team and administrative departments to develop and post content to social networking sites and regularly report insights gained from social media monitoring.
• Construct and deploy media strategies that include word-of-mouth and digital events
• Possess a high level of social media engagement experience both personally and professionally.
• Use creative thinking and initiative to analyze site performance metrics and make recommendations on content, site design or features to improve effectiveness of web content and/or applications.
• Respond to social media comments, questions, and concerns in a timely and courteous fashion.
• Provide support to other team members on online promotions and other duties as assigned by the Sales & Marketing Manager or other B Street Theatre Management.

• Analyze challenges and trends, understand customer needs, present recommendations to Goods  Channel Account Managers, Buyers and Logistics teams.
• Issuing refunds or compensation to customers in escalated or white-glove situations.
• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by our Customer Service Team.
• Producing written information for customers, often involving FAQ updates & changes to Fine Print.
• Developing customer service procedures, policies and standards for the Goods Channel.
• Maintain Goods Channel wiki and coordinate updates when procedures, policies or contracts change.

• Respond to emails from our current and future subscribers, ranging from simple usage questions to unique circumstances that come up with a specific offer
• Resolve customer issues in a timely and consistent manner via email
• Manage time and productivity to meet daily individual and team ticket targets
• Stay current with knowledge of internal ticketing system, customer portals, back-office databases, Groupon redemption procedures, and specifics around different types of merchant features
• Liaise with other departments (Sales, Merchant Points of Contact, Editorial, Product & Engineering) to address any cross-departmental issues impacting the subscriber

• Researching & pulling costumes for customers and clients
• Assisting customers with fittings and alterations of garments
• Assessing additional costs for damaged garments

• Drives sales and profitability though proper merchandising and overall presentation of specific department(s) of ownership
• Performs Leader on Duty responsibilities
• Supports the team and processes by ensuring that tools and equipment are readily available
• Follows proper organization, maintenance and storage of visual elements
• Ensures a clean hazard-free shopping and working environment through daily cleaning activities

BA – Theater Arts,  Minor: Graphic Design,  Minor: Fashion, Textiles & Merchandising