Jordan Edwards

Experience

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  House of Blues

  May 2010 - Aug 2016

  • Maintain the highest level of guest service, managing and resolving in person and phone customer service issues, in a timely and professional manner.• Ensure that all associates are providing superior customer service to the consumer. • Interact positively and communicate effectively internally with ticketing staff, GM, talent bookers, marketing, promotion managers, and corporate office.• Interact positively and communicate effectively externally with venue guest, ticketing providers, artist, record labels, fan clubs, and tour managers as needed.• Support a positive goal focused team environment within the department. • Delegate duties as defined by Box Office Manager to staff, assisting and supporting any job function as needed.• Administer ticketing initiatives including, but not limited to, auctions, fan club sales, presales, sponsorship programs, promotional offers, and VIP packages.• Assist with personnel hiring, evaluation, training coordination, discipline, scheduling, payroll, and supervision.• Complete, and manage accurate and timely reports, including daily ticket counts as needed. • Effectively manage day-to-day operations of the Box Office. • Build, maintain, modify, and manage all ticketed events in a computerized environment utilizing multiple ticketing systems. • Monitor communication between all critical parties to ensure accurate completion of ticket counts, event builds, inventory management, will call, guest list, and all other Box Office processes leading up to the actual event. • Reconciliation and accounting of all ticket sales for each event. • Responsible for daily balancing and reconciliation of all revenues collected from ticket sales and ancillary income.• Process internal order requests timely and accurately.• Adhere to all House of Blues national ticketing initiatives, programs, policies, procedures, and standards.• Perform additional duties as directed by Box Office Manager and General Manager. Show less • Performed as acting manager on duty in lieu of box office manager andsupervisor when needed during 60+ live concerts and events each season. • Customer service liaison aiding guests with the purchasing and delivery of tickets and special event promotions i.e.: pass the line, crash the barricade, fan club pre-sales and artist specific special promotions.• Community liaison, as tourists made up over 80% of customer base, I provided face to face and over the phone information about facilities, events, rules and regulations.• Mastered the operation of the Ticketmaster® computer ticketing system. Show less

  • Box Office Supervisor

    Jul 2014 - Aug 2016

  • Lead Ticket Seller

    May 2011 - Jul 2014

  • Ticket Seller

    May 2010 - May 2011
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  Coastal Carolina University

  Sept 2016 - Jul 2017

  Assistant Manager of Ticketing and Patron Services

  -Supervising the day-to-day fiscal and administrative operations of the University Box Office.-In the absence of the Manager of Ticketing and Patron Services, managing all operations and functions of the University Box Office.-Performing all ticket system functions.-Creating single and series ticketed events.-Processing ticket orders.-Performing daily reconciliation of cash drawers and credit card system.-Processing fiscal disbursements and charge back transactions.-Ensuring fiscal operations are in compliance with Federal, State and University laws, regulations, policies and procedures.-Processing the hiring, training, scheduling and payroll of student staff.-Assisting with the development, implementation and maintenance of policies and procedures for student staff.-Preparing correspondence.-Providing input and data for quarterly and Annual Reports.-Managing general, personnel and fiscal records for the University Box Office.-Acting as communication link between external and internal constituencies and University support services for Ticketing and Patron Services.-Maintaining department filing system.-Developing, implementing, and analyzing strategies for Front-of-House event management in conjunction with producing University departments and outside clients. Show less

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  Ballet Arizona

  Aug 2017 - Sept 2019

  The Marketing Operations Manager is responsible for the operations of all strategic sales initiatives, including subscription acquisition and retention, group sales, outbound calling, dynamic pricing, and the sale of merchandise for Ballet Arizona and the School of Ballet Arizona. They work to maximize ticket sales, increase and maintain customer loyalty, perform financial reporting functions, perform data analysis and recommend solutions based on that data.Responsibilities Include but are Not Limited to:- Manages front of house and sales staff, while staying within a strict payroll budget- Manages accurate and timely set up and completion of season rollover/renewal, including event and ticketing set up, season brochure creation, subscriber renewal and acquisition, and seasonal reporting- Manages the planning and execution of strategic sales initiatives related to subscriber renewal and acquisition, group sales, dynamic pricing, merchandise sales, and other campaign opportunities as they occur- Creatively assesses BAZ sales trends and data; recommends, selects, and helps locate appropriate solutions based on company and customer needs- Produces accurate sales reports and reconciles with Finance- Manages all aspects of sales, including subscription, single ticket and group sales, complimentary tickets, gift certificates, merchandise, etc.- Participates in both the Content Planning and Marketing Committees, to help generate and implement strategic plans, establish and promote content and messaging for the company, and implement other projects as needed- Establishes front of house, sales, and event control procedures to minimize risk to the organization- Runs the box office and boutique with a high degree of customer service standards- Act as Ballet Arizona’s Tessitura system administrator, and ensure appropriate utilization of the CRM- Facilitate and assist with training opportunities for the Tessitura users at the organization Show less Summary:The Box Office Manager manages the operations of all ticket sales including theimplementation and maintenance of customer database. He/She works to maximize ticketsales, increase and maintain customer loyalty, perform financial reporting functions andperform all data analysis. The Box Office Manager must be able to think strategically; beproactive and assertive; and manage staff through effective customer service, accuratetransactions, strong leadership and clear communications.Responsibilities Include but are Not Limited to:-Manages Box Office employees, including seasonal help, while staying within a strictbudget both at office and performance venue-Sets up all events, subscription packages, and discounts in Tessitura and updates theticketing portion of the BAZ website as needed-Creates and runs customer lists and extractions from Tessitura-Creatively assesses BAZ ticketing needs with a focus on accurate reporting of patrondata; recommends, selects, and helps locate appropriate solutions based on customerneeds and desires-Produces accurate daily sales reports and reconciles with Finance-Oversees all aspects of ticketing including subscription, single ticket and group sales,complimentary tickets, gift certificates, etc.-Maintains knowledge of current sales and promotions, policies regarding payment andexchanges, and security practices-Establishes ticketing and event control procedures to minimize risk to the organization-Runs the box office with a high degree of customer service orientation so as tomaintain excellent public relations with patrons. Show less

  • Marketing Operations Manager

    Jul 2018 - Sept 2019

  • Box Office Manager

    Aug 2017 - Jun 2018
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  Jordan Edwards Consulting

  Jan 2019 - now

  Tessitura and Box Office Consultant

  I provide consulting services for organizations seeking to supplement, reevaluate, and/or temporarily manage Tessitura and Box Office operations, policies, procedures, and staff skills. My specialty is in training and in coming up with creative solutions without requiring customization. Some additional services I offer are facility building, season building and maintenance (including rollover), and promotion/ offers creation and maintenance.

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  Sunset Cultural Center

  Sept 2019 - Nov 2024

  The Patron & Projects Manager heads the Patron & Member Services department, is responsible for providing leadership around project management and organizational workflows. The Patron & Projects Manager is also the product owner for Tessitura and all integrated technologies and will support initiatives with data analysis. Patron & Member Services • Leads the technical and strategic planning for the Patron & Member Services department• Supervises the Patron Services team members in their day-to-day functions and ensures the accuracy of their work and the quality of service• Communicates with internal and external parties to ensure timely and accurate event setup, maintenance, reporting, and reconciliation• Manages the training, strategic planning, reporting, and expanding the use of Tessitura whenever possible and appropriate.• Helps to identify potential audience-deepening activities for Sunset Presents performances.• Analyze ticket purchase and contribution data to set goals, forecast, and provide data to inform organization-wide decision makingOperations • Assists the Board of Trustees with technology needs, maintains their Board portal, and trains them on how to utilize that portal best• Manages organization-wide timelines, workflows, productivity, and projectsMarketing• Leads marketing campaign initiatives related to theater, development, community engagement/arts education and SCC general activities• Utilizes internal and external data to drive marketing campaigns, focusing on demographics• Drives member and patron attendance through marketing• Creates marketing plans for all related business activities.• Tracks marketing budget and plans spending in accordance with organizational expectations• Designs collateral and assets for posters, online banners, print ads, social media posts, signage, etc.• Maintains and fosters new media partnerships Show less The Patron Database Manager heads the technical and strategic planning for the Patron & Member Services department. The PDM is the product owner for Tessitura and all integrated products, and will head initiatives to get the most out of the CRM organization wide. This includes training, strategic planning, reporting, and and expanding use whenever possible and appropriate. The PDM also acts as Consortium Manager, and is expected to be active in the Tessitura community and to keep up to date on Tessitura news. Show less Box Office Supervision • Oversee and manage operations and reporting related to event ticket sales and donations, including managing the Tessitura ticketing platform and customer database• Work with the Assistant Patron Services Supervisor to ensure event days and ticketing retail hours are properly staffed• Accurately and promptly complete all Box Office accounting for the Finance Department, including daily receipts reporting, cash handling and reconciliations• Work with department directors and independent presenters to perform event set-up and administration functions in Tessitura, such as building ticketed productions in a variety of scaling configurations, programming special offers and promotions, programming subscriptions• Liaise with various departments, coordinating specific sales/ticketing-related projects including subscription renewals, donation solicitation, community ticket donations, etc.• Support strategic planning and the execution of special marketing initiatives within the Tessitura system, such as ticket buyer retention and group sales programs• Execute strategies to enhance the audience experience during productions, including add-on benefits and upselling opportunitiesDatabase Supervision• Serve as the main point of contact between SCC and Tessitura, coordinating updates to Tessitura and TNEW (online customer interfaces) as needed• Inform staff on the various issues with Tessitura that would change current business practices• Create, test, and document new operational procedures• Perform database queries and data extractions for various departments • Continually monitor the LIVE database and website platform environments, identify and report technical errors• Maintain all security modules and day-to-day administration of the security policies Show less

  • Marketing & Patron Services Manager

    Jan 2024 - Nov 2024

  • Patron & Projects Manager

    Jan 2023 - Jan 2024

  • Patron Database Manager

    Jul 2022 - Jan 2023

  • Audience Services Manager

    Jul 2021 - Jul 2022

  • Volunteer Tessitura Consultant

    Jul 2020 - Jun 2021

  • Patron Services and Database Manager

    Sept 2019 - Jun 2020
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  KERA

  May 2020 - Jan 2023

  The Data Integrity Specialist Contractor is responsible for managing and maintaining highstandards of data hygiene and integrity in KERA’s CRM system, Tessitura.- Daily focus on merge/purge needs related to the conversion of legacy CRM data andnew account creation.-Support the Tessitura System Admin and Digital team with QA of new accounts resultingfrom vendor integrations.- General account cleanup related to Household creation, formatting, inactive status, andmissing or erroneous demographic information.- Support the testing efforts with new integrations and customizations related to dataintegrity and CRM management.- Support the creation of data integrity policies and best practice training guides inpartnership with the Director of Business Intelligence and the System Admin.- Miscellaneous research to assist with new business processes. Show less

  • Tessitura Support Specialist

    Sept 2021 - Jan 2023

  • Data Integrity Specialist

    May 2020 - Aug 2021
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  Tessitura Network

  Jan 2021 - Sept 2021

  TCPD Fundamentals Instructor

  The Instructor for a TCPD Fundamental course will have both individual responsibilities, as well as responsibilities to the teaching team. Each Instructor will be assigned up to 10 students to grade and be available during business hours to answer student questions through the Central Learning Hub. Instructors are supported by the TCPD Admin team in addressing critical issues that are preventing students from progressing through the course, i.e. a student cannot connect to their individual training database. Show less

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  SFJAZZ

  Feb 2021 - Nov 2021

  Tessitura Consultant

  The Donor Services Coordinator (DSC) Consultant will provide temporary coverage until the position is filled by a full time employee. They will be responsible for compiling analytic reports and provide research, data, and recommendations to measure the success of fundraising efforts; provide Tessitura back end support, updating and maintaining campaigns, appeals, reports and utilities, and troubleshooting system errors; serve as a contact to staff and third-party consultants regarding all Tessitura-related customization and maintenance efforts; assist in managing a professional development plan for the Donor Services Assistant - Solicitations; support Donor Services Assistant - Gift Entry (DSAGE) in building skills outlined within the job description, as well as identifying areas to improve efficiency of existing responsibilities; work with Individual Giving Manager, Web & Digital Marketing Manager, and Digital Projects Manager to assess, plan, implement, and test new membership features across the SFJAZZ website to ensure a smooth user experience. Show less

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  Long Center for the Performing Arts

  Nov 2024 - now

  Director of Ticketing