Anthony Morton Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Role & ResponsibilitiesI lead a team of Customer Service agents supporting Sport and Theatre clients at Playbill ensuring that our customers experience is exceptional whilst constantly looking for strategies to exceed SLAs. In addition, I deliver critical Special Projects and ensure that I maintain current knowledge on technology, event operations, merchandising and retail. A business day may include proactive troubleshooting of internal systems, on-time project delivery, stakeholder and vendor management. Part of this role is to also support event locations including major concerts and sports events in the set up and on-site support of 150+ POS machines across multiple locations in one venue.Key Achievements- Overhaul and rebuild strong Customer Service team of 5 supporting Sport and Theatre clients to redefine the team’s success e.g., improve SLAs, manage escalations, job rotation and a frictionless experience for customers.- Reduce case response turnaround time from 30+ days to same day, active case load from thousands to hundreds and clear backlog of customer returns.- Built Interactive Dashboards to synthesize large data sets for decision makers- Special Projects delivery such as Salesforce implementation, a scalable soft phone CTI call centre solution and design/build of Playbill’s custom Self-Service partner portal- Bridging the technical and end user communications for new finance system integration- Internal subject matter expert for payments service provider Square.- Led the set-up, on-site support, and pack down of over 150 POS registers at major record-breaking events such as Billy Joel 2022, Elton John 2022, Harry Styles 2023, Taylor Swift 2024 and the AFL grand final events. Ensuring maximum up time at high traffic, card-only events.

Sydney, Australia

In this role responsibilities included overseeing business systems, system implementation and being the custodian of up-to-date policy and procedure manuals. I developed and led the training for different internal teams and their systems (e.g., finance, theatre operations, sports) and provided end-user support where required. During major events, be on-call to coach staff through any system troubleshooting or service provider (i.e., Square, Lightspeed) support.Key Achievements- Led the procurement and implementation of third-party logistics transition for event, retail and eCommerce- Led the implementation of new cloud-based rostering, POS, and Safety Management Systems globally- Create and maintain POS asset management records

Moore Park, Nsw, Australia

Responsible for the management of operations staff across Australia at several venues concurrently. Ensured rosters were maintained, published and staffing requirements were adequate at all times, addressing any HR or performance issues and conducting induction and venue specific staff training.Key Achievements- Remote management including rostering of over 450 operations staff across Australia at numerous venues with capacity of up to 100,000 patrons.- Build and maintain key relationships merchandise providers and venue operators to achieve the best sales and corporate outcomes for all parties and to ensure preferred vendor is Playbill.

South Brisbane, Queensland, Australia

Roles Including- Merchandise Seller & Supervisor- Assistant Duty Manager- Stage Door Officer- Patron Feedback Administrator- Front of House (Usher)