Shanicka McClendon

Experience

• 

  Georgia Dome

  Jul 2002 - now

  Develop, enhance, and maintain relationships with members to add value to their experience and accomplish retention goals.Act as primary contact for assigned Executive members. Establish and maintain a friendly rapport via telephone calls, correspondence and/or personal visits with all assigned accounts.Responsible for acting as back up on all other Executive member accounts. This includes knowledge of ticketing procedures, event set-up, housekeeping, parking and engineering responsibilities, food service procedures, etc.Lead the coordination of several departments’ efforts in maintaining and servicing the Executive Level to assure a quality product is offered to all Executive members.During events, evaluate the services being provided to the Executive members. Where concerns exist, actively participate in rectifying or upgrading those services at that time and follow-up with the appropriate department after the event.Provide information to inquiries and resolve complaints.Coordinate with related associates in providing and maintaining Best in Class to the Executive members. Plan and execute addition of new or revised services to be offered to Executive members as amenities of the program.Organize and directly supervise the operation of the Executive Services Center (concierge desk) and the part-time Guest Relations Coordinators staffing this desk and servicing the club seat and suite areas.Oversee Executive Member Advisory Board to generate new ideas to improve customer service and to receive feedback on our current customer service initiatives. Show less Develop, enhance, and maintain relationships with members to add value to their experience and accomplish retention goalsAct as primary contact for assigned Executive members. Establish and maintain a friendly rapport via telephone calls, correspondence and/or personal visits with all assigned accounts.Responsible for acting as back up on all other Executive member accounts. This includes knowledge of ticketing procedures, event set-up, housekeeping, parking and engineering responsibilities, food service procedures, etc.Facilitated TEAM Training (Techniques for Effective Alcohol Management) for select event day staff.Lead the coordination of several departments’ efforts in maintaining and servicing the Executive Level to assure a quality product is offered to all Executive members.During events, evaluate the services being provided to the Executive members. Where concerns exist, actively participate in rectifying or upgrading those services at that time and follow-up with the appropriate department after the event.Provide information to inquiries and resolve complaints.Coordinate with related associates in providing and maintaining Best in Class to the Executive members. Plan and execute addition of new or revised services to be offered to Executive members as amenities of the program.Directly supervises 50-60 part-time employees. Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees Show less Insure the accurate accounting of all monies collected through ticket sales.Assist the Ticket Office Manager in insuring all tickets are sold in an efficient, courteous and customer friendly manner.Perform all daily ticket office accounting operations such as audits, report compilations, box office statements, monthly and yearly reports.Insure box office practices and procedures are carried out for ticket selling operations.Coordinate in-house and computerized ticket sales through Ticketmaster or other related Ticketing System.Compile daily sales figures, take phone orders for special needs such as, but not limited to accessible seating, and update computer records. Routinely Interact with the public, including Executive Club member, to provide information and address issues to insure excellent Customer Service.Directly supervises 10-20 part-time employees. Responsibilities include assisting in interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems Show less

  • Senior Executive Services Coordinator

    Feb 2014 - now

  • Executive Services Coordinator

    Jan 2012 - now

  • Ticket Office Coordinator

    Jul 2002 - Jan 2012
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  AMB Sports + Entertainment

  Mar 2017 - now

  • Senior Signature Services Executive

    Feb 2018 - now

  • Premium Services Account Executive

    Mar 2017 - Feb 2018