Ben Wallace Email & Phone Number

Melbourne, Victoria, Australia

Providing operational direction, training and support to the Customer Experience team, including dealing with customer escalations and complaints. The team typically consists of five but doubles in size during the annual subscriptions campaign.I support the Contact Centre Manager in administrating VIP and internal ticketing requests and am involved in wider discussions/planning within the Marketing & Sales Department. I work closely with colleagues in ticketing operations and CRM systems, as well as with TAB’s venue partners.Ticketing/CRM system: Tessitura

Melbourne, Victoria, Australia

Selling tickets and resolving customer enquiries through inbound/outbound calls, e-mail and LiveChat. As well as sales, the Customer Experience team maintains and updates customer data, processes refunds/exchanges, responds to general enquiries and performs a range of administrative duties.

Melbourne, Victoria, Australia

Selling tickets and resolving customer enquiries through inbound/outbound calls and e-mail, as well as in-person during concert shifts. In addition to sales, the Box Office team maintains and updates customer data, processes refunds/exchanges, responds to general enquiries and performs a range of administrative duties.Ticketing/CRM system: Tessitura

Melbourne, Victoria, Australia

The National Theatre is a heritage-listed, 783-seat theatre in St Kilda which hosts a range of participatory and professional performances and events.As a Duty Manager, I supervised a team of approximately 7 ushers and bar staff to ensure safe and welcoming front of house operations. This involved:- Briefing FOH staff on key show information and emergency procedures.- Responding to escalated customer service matters.- Making FOH tannoy announcements.- Liaising with the theatre’s Duty Head Tech regarding any BOH issues that might effect FOH, and to receive the house/give FOH clearance.- Liaising with the hirer/client.- Liaising with Box Office to resolve ticketing matters.- Completing the FOH Report, including show timings and details of any customer, staff, client or building-related issues.- Cash reconciliation for the bar takings.- Inputting shift times for FOH staff.- Opening and lock-up procedures for FOH areas.As well as Duty Managing, I also regularly worked shifts as an Usher.

Melbourne, Victoria, Australia

Ushering, assisting customers and enforcing house and show-specific policies.

Melbourne, Victoria, Australia

I worked match/event days to assist Melbourne Cricket Club members with in-person ticketing and membership enquiries. This involved the selling of tickets, taking payment of membership fees, ordering new membership cards/issuing temporary passes and updating customer data.CRM system: Microsoft Dynamics 365Ticketing system: Ticketek Aspect

London, United Kingdom

The National Centre for Circus Arts is an educational institution which delivers vocational and recreational training in circus arts. I was responsible for the organisation’s work with graduates and professional artists. This involved:- Access to training space for professional members.- Residency schemes.- Rehearsal studio hires.- Booking and managing performers and creatives for commercial clients and in-house events.- Coordination of specialist training and consultancy projects.- Involvement in industry networks and sector support initiatives.- Report writing and data gathering for fundraising and monitoring purposes.Notable achievements:- Developed new administrative systems to manage the complexities of assigning training space during the COVID-19 pandemic, ensuring social distancing and other protocols were observed.- Designed a new residency programme and worked with colleagues to secure funding for it. I oversaw the delivery of the first iteration of the programme in 2020.

London, United Kingdom

Course administrator for the Foundation Degree & BA (Hons) programmes, acting as the first point of contact for students, teachers and prospective applicants. I was also involved in admissions, student records and minuting meetings.

London, United Kingdom

The hall is one of the world’s most iconic venues, hosting a diverse programme of performances and events. I was responsible for ushering within a section of the auditorium. This involved:- Overseeing a team of up to 25 stewards.- Resolving customer service and operational issues.- Liaising with other departments, particularly Box Office, Catering, Merchandise, Security and Production.- Coaching, mentoring and monitoring stewards to aid their professional development and to maintain excellent customer service standards.- Various administrative duties such as clocking stewards in/out, assigning steward positions for upcoming shows, cash reconciliation for cloakrooms and logging customer incidents.- Key responsibilities in the event of evacuation.

London, United Kingdom

Greeting and directing customers as well as enforcing house and show-related policies.