Software support role. Responsibilities include:- 1st and 2nd line support to 65+ clients- Software user support – Venuemaster, Ticketmaster Pro, Access Manager and third party interfaces- Querying and extracting data via a SQL database- HTML, CSS and graphical updates to client websites- Producing and implementing C# scripts to client sites - Completing pre-match access control checks- Maintaining an Active Directory group of 60+ clients- Providing on-site support for match days as required- Working alongside Client Account Managers to ensure the best service is provided to all clients- Working to agreed SLAs

Software support role. Responsibilities include:- 1st and 2nd line support to 65+ clients- Software user support – Venuemaster, Ticketmaster Pro, Access Manager and third party interfaces- Querying and extracting data via a SQL database- HTML, CSS and graphical updates to client websites- Producing and implementing C# scripts to client sites - Completing pre-match access control checks- Maintaining an Active Directory group of 60+ clients- Providing on-site support for match days as required- Working alongside Client Account Managers to ensure the best service is provided to all clients- Working to agreed SLAs

Staff management role. Responsibilities included:- The strategic planning of ticket printing and despatch within despatch deadlines.- Ensure that Ticket Fulfilment provides the highest level of accuracy at all times ensuring internal and external customer confidence.- Day to day management of the department and acting as Duty Manager working proactively to ensure daily targets are met.- Make recommendations and play a key role to continuously improve the customer experience and the service provided by Ticket Fulfillment. Pro-actively put solutions and changes into practice.- Generate, review and communicate monthly statistical and operational reports.- Develop and maintain relationships with other departments to ensure accurate and up to date knowledge of current operational issues.- Coach and develop team to maximise performance in line with Productivity and Quality Targets.- Action Monthly 121’s and regular performance reviews.- Work in partnership with the training team to ensure team members have the skills required to carry out their roles effectively.- Work pro-actively as part of a management team, showing support, accountability and sharing best practice.- Regularly update the Fulfilment Manager with regards to any issues that may impact the fulfilment of an event / cost implications to the company.- Effectively manage conduct and performance issues within the department.- Build and maintain a positive working culture which promotes high levels of accuracy and excellent customer service.- Ensure all company and departmental processes and procedures are adhered to.- Ensure all ticket stock is securely located at all times

Through 2013, I was solely responsible for managing customer contact for the ICC Champions Trophy 2013, held at 3 major venues across the country. Working closely alongside the ECB Ticketing Manager, I resolved all ticketing queries and complaints for the tournament. In addition, I composed and arranged mass email campaigns for the client, handled membership sales and support for Edgbaston Cricket Ground, effectively managed re-seats for several matches and provided on the day support to ticket office staff at all three venues including sales, customer service and access management. I also worked carefully with the client to ensure their free tickets for schools campaign ran smoothly and efficiently.Other aspects of the role have included working with major venues to successfully downsize a stadium concert, providing customer services, box office sales and support for a variety of sports clients.During this time, I have offered some level of support (either via the contact centre or on match days) to the following clients:- Arsenal Football Club- ECB- England Rugby 2015- Glasgow 2014 Commonwealth Games- Lancashire County Cricket Club- Queens Park Rangers- UEFA- Warwickshire County Cricket Club- Welsh Rugby Union

Content management / staff support role. Responsibilities included:- Being the central contact of information for the Contact Centre, ensuring the delivery of information to the appropriate departments within specified time constraints.- Liaise with Client Account Managers, Team Managers, Team Coaches and Training and Quality to improve utilisation of information resources for the contact centre.- Liaise with the web teams, to ensure the Contact Centre is aware of any changes or updates delivered via Ticketmaster.co.uk, Ticketweb.co.uk and other Live Nation Entertainment partner sites.- Be responsible for the in-house development and up keep of the company intranet site and internal Event Info pages to ensure it remains an effective tool for the Contact Centre Agents.- Review and design new pages to enhance functionality of the intranet and Event Info pages.- Support Team Managers and Team Coaches during event onsales to ensure Contact Centre Agents are provided live updates as they are sent in- Provide support to the Training and Quality Assurance departments where required

Bowling For Soup / Jaret Reddick Solo / Jaret Ray Reddick BandCatering and hospitality management. Create and adjust the catering rider, liaise with the promoter, operate all meet & greet functions.- Heartache & Hilarity Tour, September 2017- Get Happy Tour, February 2018- Heartache & Hilarity Too Tour, September 2018- Almost Christmas Tour, November 2018- Ireland Dates, April 2019- Groezrock Festival, Belgium, April 2019- Reading & Leeds Festival, August 2019- Together Again, You're Welcome Tour, February 2020- C2C Festival London, March 2022- Crowd Surf The UK Tour, April 2022- Acoustic Sing-a-long, May 2022- European Tour, June 2023- You Asked For It Tour, February 2024- Download Festival, June 2024- Let's Make Some Pour Decisions Tour, June 2024

Staff management based role. Responsibilities included: - Supervising a team of increasing levels of staff with - at peak - over 130 heads - Working alongside the Coach and Manager to ensure the highest level of customer service is provided by the team through both telephone and written communications- Handling escalated customer queries and complaints- Working with guidance from the Ticketing Customer Service Executive at the National Olympic Committee to negotiate the best resolution for customers- Monitoring the attendance and timekeeping of staff including completing a timesheet for a team of 15 additional agency staff employed to handle the processing of returned tickets - Ensuring all staff adhere to the Data Protection Act and act in accordance with PCI guidelines- Recording and collating call and email statistics to pass on to both the ticketing team and the senior management.This was a games time role spanning the entirety of the company's busiest period, during which time the business received unprecedented levels of contact. Constant National and International media coverage created daily challenges, meaning the working environment changed on a day-to-day basis and my key responsibility in the role was to ensure these challenges were met by the team and me.

Inbound customer service role. Responsibilities included: - Handling sales calls and processing card payments- Handling and resolving customer queries and complaints by telephone and email- Ensuring first contact resolution wherever possible- Maintaining a professional manner and giving a positive outlook of the London 2012 brand- Adhering to the strict style guide as instructed by the client- Liaising with and working under instruction from the National Olympic Committee to ensure all current information and updates are communicated to the customer- Adapting to the constantly evolving policies and procedures stipulated by the client - Responding on the spot to intense media interest in all actions made by both our company and the NOC

Inbound telephone sales. Responsibilities included:- Processing card payments- Handling customer queries- Assisting customers in purchasing tickets suitable for their requirements- Maintaining a professional manner and giving a positive outlook of the company at all times- Ensuring first call resolution to the best of my ability