Billy Thompson Email & Phone Number

Nottingham, Gb

Nottingham, England, United Kingdom

Nottingham, England, United Kingdom

- Acting as the de facto Ticket Office Manager where necessary- Supervising Ticket Office operation with a focus on an excellent standard of customer service- Providing support in the management and mentoring of the in-house sales team, with a strong focus on pro-active up-selling and cross-selling of other Nottingham Forest products and events- Contributing to the management of all operational administrative tasks, such as fulfilment of tickets, Season Cards, and Memberships- Preparing daily financial reports and banking schedules as required by the club’s Finance Department, identifying, and investigating any errors in daily sales and banking figures- Liaising with Communications and Marketing functions to ensure all ticketing information is communicated clearly, accurately and in a timely manner- Ensuring that the club is ethically and professionally represented and that all company guidelines are adhered to, including upholding the Club’s values and standards

Old Trafford, England, United Kingdom

- Provided ticketing system administration support to Ticketing & Membership Services Managers to ensure that all events are set up correctly, the website operating as it should be, and that processes are maximised to improve supporter experience and efficiency- Performed Ticketing & Membership Services administrative duties such as: allocating tickets for Domestic and European home and away matches, Season Ticket and Official Membership renewals, cup game moves, duplicate requests, returned mail, ticket collections, and ticket fulfilment- Provided excellent customer service to internal and external ticket holders, managing the processing of internal allocations, as well as external group bookings such as school groups - Managed relevant dedicated email inboxes, responding to all emails in a timely and professional manner- Handled telephone calls and emails with professionalism, ensuring they are responded to in an effective manner providing the highest level of customer service, and within a reasonable time-frame, while taking responsibility for queries/complaints- Set up the Access Control for events via an external system, ensuring that they are all functional and that there will be no issues on match day

Old Trafford

- Dealt with inbound enquiries via email, ensuring that all replies are professional and informative as well as maintaining a high response rate- Maximised sales opportunities by upselling all products such as Official Membership, Match Tickets, Season Ticket deposits, Museum and Tour bookings, Car Parking etc- Provided excellent customer service up to and beyond the standards of the business over the Ticketing and Membership counter as well as via phone and email- Assisted in other duties such as seat moves, outbound calls, Access Control observations and more to suit the needs of the business as well as ensuring that these duties are performed in a timely, professional manner- Prioritised different tasks and taking responsibility as well as ownership for my work load- Maintained a high level of product knowledge so that supporters via email, over the phone and over the counter, are all informed on their queries in an efficient manner- Learned and adapted to the different ways that the Ticketing and Membership department use Ticketmaster's SportXR system, so that additional responsibilities can be taken to suit the needs of the business- Performed day to day ticketing duties such as cashing up, responding to supporter enquiries, selling tickets over the counter, maintaining clean CRM, etc

Boundary Park

- Managed the day to day operation of the Ticket Office- Maintained a high standard of excellent customer service, ensuring that supporters are happy and satisfied with all queries, purchases and the Ticket Office as a whole- Organised and implemented an effective Season Ticket offer for our supporters, offering incentives for purchasing a Season Ticket, and rewarding fans for loyal support- Developed ticket promotions and promote them effectively to our supporters via the Ticket Office Twitter and Facebook accounts- Undertook necessary training and development courses provided by the EFL and the Football Club- Worked alongside the Club Secretary, Accounts Administrator as well as other relevant staff regarding match day sales, ticket sales, Season Ticket sales as well as away ticket sales- Attended internal management meetings as required and prepare all necessary information and follow up- Continued to provide excellent customer service and regular sales updates – both via the Ticket Office, online and over the phone- Recorded accurately all customer profile and booking information making full use of the appropriate systems- Liaised with the authorities, Safety Officer, SLO/DLO, as well as the Safeguarding Officer to ensure the safety of our fans in regard to match day, away travel and the premises

Boundary Park

- Liaising with other EFL League Two Club’s regarding Ticket Sales, Ticket Reconciliations, Ticket Allocations- Utilise Ticketmaster’s Venuemaster and Sport XR systems for event build and Access Control- Work alongside the Club Secretary, Safety Officer and relevant members of staff to ensure a smooth-running match day- Actively deal with all customer enquiries at all times: via email, phone, social media pages or the Ticket Office itself- To provide excellent and outstanding customer service- Maintain and build clean CRM system- Maintain excellent product knowledge- Regularly operate and update the club’s dedicated Ticket Office Twitter and Facebook pages- Being an ambassador for the Football Club and developing a strong relationship with the supporters, internal and external stakeholders as well as my colleagues within the English Football League

Elland Road

- Ensured the smooth running of the business by ensuring quality customer service- Satisfied the needs of the fan base by going the extra mile and dealing with customer enquiries in the right way by resolving any issues to their satisfaction- Represented Leeds United Football Club in the right way and acknowledging that as a member of staff I was representing the club in everything that I did- Quality customer service; tickets sales, shirt printing, stock control, quality control, product sales- In my second year of working at Leeds United I was given responsibility of my own sales stand in the fan zone by my manager- Managed and supervised other members of staff and ensuring tasks and deadlines were met accordingly- Worked alongside the Store Manager and the Head of Retail, Licensing and Merchandising on a daily basis to achieve and optimise sales targets and meet daily/weekly/monthly targets

Business Management

Education record

Education record