Latonia Williams
Raleigh
Summary
Experienced professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking. Proficient in using ticketing software, managing staff, and delivering top-tier customer experiences. Recognized for enhancing customer service and streamlining operations, ensuring seamless event experiences and high patron satisfaction.
Overview
24
24
years of professional experience
Work History
Box Office Supervisor
Live Nation
04.2023 - Current
- Organize/Manage daily & nightly Box Office operations (Will Call, Guest List, Ticket Sales, and Ticket Scanning)
- Assist and support box office staff in any of their job functions
- Ensure positive and creative team environment within the department
- Facilitate open communication with the Box Office Manager, staff and all other venue departments
- Exhibit proper inter-departmental communications and organization
- Assist in ensuring appropriate staffing levels.
- Help set staff development and performance goals & monitor progress
- Promote and provide superior customer service in all guest interactions
- Participate in all on-site venue meetings as needed
- Ensure that venue staff follows cash handling policies & procedures for Ready Credit Cards (cash cards)
- Balance and reconciliation of all seller cash transactions
- Assist Manager on reconciliation & accounting of all ticket sales for each ticketed event and daily Box Office Sales in TM1 Sales.
- Trained and mentored staff on ticketing systems and customer engagement best practices.
- Supervised daily box office operations ensuring efficient ticket sales and customer service.
- Handle dispute resolution and research of transactions using TM1 Sales and Archtics.
House Manager
Town of Cary
08.2016 - Current
- Manages crowds, effectively directing patrons, and ensures that egress areas remain clear during all performances
- Manage & Facilitate events at the Cary Art Center and The Cary Theater, overseeing all public areas of Cary's performing arts venues
- Provides exceptional customer service with a high level of professionalism
- Cross-trains on basic box office procedures as needed
- Provides strong leadership and assists with training and managing ushers and house staff for all performances
- Oversees work of volunteer greeters and ticket scanners
- Assists with the set-up of pre-show receptions
- Oversees merchandise displays and helps to maintain the tidiness of the public spaces, as well as any artwork or advertisements that are on displays
- Facilitated communication between departments to streamline operations and enhance collaboration on live events day of show.
- Adapted quickly to last-minute changes in plans or circumstances without compromising on quality or results.
Box Office Associate
Live Nation
04.2002 - 10.2022
- Managed ticket sales and customer inquiries, ensuring excellent service quality using TM (host) & TM1 Sales
- Facilitated smooth entry processes through effective crowd management and communication with patrons.
- Trained new staff on ticketing systems and operational procedures to enhance team performance.
- Monitored inventory levels for tickets and supplies, optimizing resource allocation for events.
- Resolved customer issues promptly, maintaining positive relationships and enhancing brand loyalty.
- Leverage relationships with other departments (VIP)Premium Services, Parking, Tour Managers, Radio Stations & Guest Services
Education
Accounting
North Carolina Central University
Durham, North Carolina, NCGraduate Certificate - Hospitality And Tourism Management
Florida Atlantic University's College of Business
04-2020
Skills
- Box office operations
- Strong organizational skills
- Ticket sales management
- Team leadership qualities
- Cash handling expertise
- Staff supervision
Timeline
Box Office Supervisor
Live Nation
04.2023 - Current
House Manager
Town of Cary
08.2016 - Current
Box Office Associate
Live Nation
04.2002 - 10.2022
Accounting
North Carolina Central University
Graduate Certificate - Hospitality And Tourism Management
Florida Atlantic University's College of Business