Service-minded individual with a broad scope of experience in several service
Lisa Kristensen, MBA, CTA
lisadkristensen@gmail.com
419-618-0247
Education
Jones International University,
Englewood Colorado
Masters of Business Administration
Global Business and Negotiation and
Conflict Management Specializations,
December 2006
Heidelberg College, Tiffin, Ohio
Bachelor of Science
Double Major Political Science and
International Relations, Minor in
Psychology, May 2004
Organizations/Certifications
 Certified Tourism Ambassador,
Columbus, Ohio
 Certified Tourism Ambassador
Facilitator, Columbus, Ohio
 Central Ohio Association of
Fundraising Professionals,
Columbus, Ohio
 Council for Advancement and
Support for Education, Columbus,
Ohio
 Operations Women’s Engagement
Council Steering Committee,
Orlando, Florida
General Computer Skills
 Complete Microsoft Office
 Complete Adobe Suite
 Caterease
 ADP EzLm
 Accesso Enterprise and Express
 Support Manager
 Accesso Reports
 INSZoom
 SalesForce
 When I Work
 WorkFront
 Blackbaud Data Management
 Sharepoint
environments. Expertise in customer loyalty, relationship building, and value
management. Keen ability to develop strong customer centric programming.
Associate Director, Donor Relations and Stewardship for the Wexner
Medical Center
February 2018-Current,
The Ohio State University Wexner Medical Center, Columbus Ohio
 Responsible for the stewardship of Wexner Medical Center donors
from principal level donors to annual giving donors
 Work closely with development officer to think strategically and
develop meaningful interactions
 Responsible for knowing and understanding community and donor
base to develop engagement opportunities
 Assist and lead donor centric events
 Assist in the development of impact reporting, showing first-hand
how philanthropic dollars impact medical research and patient care
 Assist in the marketing of WEXMEDLive Columbus, successfully
registering over 400 guest
 Lead for Medical Center suite tickets, dinning, and experiences
 Lead the development of Behind the Breakthroughs, a behind
these scenes view of the medical center
Sr. Manager of Guest Services and the VIP Experience, May 2017-January
2018
Universal Orlando Resort, Orlando, Florida
 Responsible for a team of 15 exempt team members providing all
strategic operational support for both Universal Islands of
Adventure and Universal Studios Florida
 Responsible for labor expenses, increased revenue, and a balanced
expense budget in effort to ensue fiscal sustainability
 Lead a team of over 200 guest focused team members, including 80
VIP Experience trained guides
 Evaluate, plan, and implement guest analytics to ensure Universal
Orlando Resort maintains exceptional guest satisfaction.
 Assisted in the development of immersive training for the
Unmasking the Horror VIP experience and RIP experience
 Collaborates with the Sales and Marketing department on
development and growth of the VIP Experience product, increasing
VIP revenue by 20%
 Partners throughout the resort to execute successful experiences
with restaurants, attractions, stores, and hotels for VIP Guests
 Executes high profile VIP guest visits from pre-arrival to post-travel.
 Manage in park guest services including partner kiosks and lounges
 Restructured the Guest Service In Park team to increase
management ratios in order to provide the best guest and team
member experience
 Instituted departmental and global initiatives to enhance guest and
team member satisfaction
 Evaluate, plan, and implement guest analytics to ensure Universal
Orlando Resorts maintains exceptional guest satisfaction
Lisa Kristensen, MBA, CTA
lisadkristensen@gmail.com
419-618-0247

Guest Relations Manager, March 2011-May2017

Presentations
 Make a Friend in a Minute; Guest
Service is Developing a Friendship
 Make it GREAT, Guest Service at
the Columbus Zoo and Aquarium
 Innovating Guest Relations, A look
at how the Columbus Zoo is
innovative with service
 The “shirts” of Guest Relations,
The role service plays in the
success of an organization
Skills
Relationship Building
Beginner Expert
Leadership
Beginner Expert
Communication
Beginner Expert
Admissions Supervisor, February 2010-March 2011
Columbus Zoo and Aquarium & Zoombezi Bay, Columbus, Ohio
 Responsible for marketing development, budget development, and
implementation of ZOOMPASS
 Responsible for maintaining and growing the relationships with
Accesso (ZOOMPASS) and Simex Iwerks (4-D Theater) to ensure
positive financial returns.
 Successfully developed operational plans with effective leadership
changes
 Assisted in development of partnership teams with Ohio Health,
Nationwide Insurance and Fifth Third Bank
 Developed training materials and program to ensure over 400
employees are trained, coached, evaluated and top performers;
lead guest service training for all employees
 Worked closely with management staff and senior staff on a daily
basis to ensure successful operations
 Developed operational plans with the marketing department to
ensure successful events, including supplemental staffing and event
operation
 Developed operational plans to ensure successful field trips for
over 100,000 children of all ages.
 Developed a partnership with T.O.P.S. which offered volunteer,
intern, and employment opportunities to individuals with
disabilities.
 Lead the development of the Make it G.R.E.A.T. guest service
standards, training, and programing to maintain and improve the
service throughout the zoo
 Assisted in the development of Zoo and Zoombezi Bay park policies
 Managed daily operations of the admissions team to ensure great
guest experience for over 3 million guests
 Utilized guest analytics to develop programming.
Leadership Experiences & International Leadership Experiences

 Intern, Congressmen Paul Gillmor, Intern, Senator George V.

Teamwork
Voinovich
 Student Appointee, Political Science Department Faculty Search
Beginner Expert
Committee, Heidelberg College
 Presenter, AID Democracy, Bringing America Home, AID
Democracy, Berlin, Germany
Program Management/Development
 Sprachpartner, Heidelberg Germany
Beginner Expert  Project Leader, Development of Make it G.R.E.A.T. guest service
standards at the Columbus Zoo and Aquarium and Zoombezi Bay,
Columbus, Ohio
 Campaign Leader¸ Columbus Zoo Levy renewal, employee based
engagement support, Columbus Zoo and Aquarium