Latonia Williams
@latoniawilliams
Operations and customer-service leader turning data into seamless, high-satisfaction revenue outcomes.
United StatesWhat I'm looking for
I’m a Strategic Operations and customer operations leader with 10+ years driving excellence across revenue and customer operations, with a focus on protecting the organization while building operational frameworks for long-term customer relationships.
In my current role, I organize and manage Box Office operations (Will Call, Artist Guest List, Ticket Sales, and Ticket Scanning) and supervise day-of-show teams to ensure efficient ticket sales, customer service, and a positive, creative environment. I consistently translate complex data into seamless user experiences, leveraging Salesforce and NetSuite to maintain a 98% Customer Satisfaction rate, alongside rigorous cash handling and reconciliation practices.
I’ve also led Front of House operations and training across multiple venues, supervising and training ushers, house staff, and volunteer greeters while orchestrating cross-departmental communication. I’ve supported 95% cycle-time goals, developed training initiatives for box office procedures and front-of-house operations, and delivered premium customer service—resolving issues fast without compromising service quality.
Beyond venue operations, I’ve managed licensing compliance and support process execution with 100% data integrity—conducting audits, defining core KPIs, and accelerating case resolution (120 to 72 hours) across 300+ open support cases. I bring a strong contract and order-management background, including recovery of $12M+ in annual delinquent revenue and managing $350M+ in global agreements with record-breaking cycle times.
Experience
Work history, roles, and key accomplishments
Organized and supervised box office operations (Will Call, artist guest list, ticket sales, and scanning), maintaining 98% customer satisfaction while ensuring adherence to cash handling policies. Drove ticketing operations and reconciliation, recovering $12M in annual delinquent revenue and supporting $350M+ in contracts.
Front of House Manager
Cary
Aug 2016 - Present (9 years 10 months)
Supervised and trained ushers and front-of-house staff to ensure high-quality venue operations and adherence to protocols for daily high-capacity event service. Directed 500+ orders with 100% data integrity and maintained 98% customer satisfaction while managing logistics for Cary Art Center and The Cary Theater.
Orchestrated software licensing audits and data reconciliation to ensure 100% compliance with agreements and recover potential revenue leakage. Managed 300+ open support cases, reducing average response times from 120 to 72 hours through KPI-driven process improvements and cross-functional dispute resolution.
Sales Coordinator
Konica Minolta
Nov 2021 - Jan 2023 (1 year 2 months)
Streamlined sales operations by implementing new tools and workflows, reducing manual data entry by 15% and improving team efficiency by 10%. Managed order processing for 100+ monthly HCIT orders, handled RMA workflows with timely status updates, and resolved inquiries within a 24-hour SLA.
Led the end-to-end M&A lifecycle, performing due diligence and data analysis to identify risks and opportunities while serving as the primary liaison for complex deal executions. Managed 500+ multi-service orders and a $350M+ contract portfolio, recovering $12M+ in annual delinquent accounts and cutting in-process order errors by 50%.
Education
Degrees, certifications, and relevant coursework
North Carolina Central University
Accounting
Studied business administration with a focus on accounting at North Carolina Central University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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