Leland Sagan Email and Phone Number

Supervisor of 7 to 11 agents for in-house Call Center. Prepared and assisted with weekly schedule.Reduced agent turnover from 80% to 5% based on selection criteria and employee engagement.Maintained and lowered agent average talk time from 3 minutes to 2.4 minutes through targeted coaching and goal setting.• One of original team members of “Guest Experience Council” to provide solutions to defined obstacles and issues.Senior Customer Service Representative / Miramar Box Office• Managed all sales and service at Box Office window.• Reported end of day deposits and settlements to BCPA with perfect compliance record.• Managed Will Call process enhancing customer expectations.• Served as box office ambassador with Comp and Consigned orders for promoters and VIP.

Sales and Service ManagerManaged 10 agents in off-site Call Center.• Created and implemented “Customer Service Appreciation Week” encompassing all three Call Centers: Ft. Lauderdale FL., Houston, TX. Louisville, KY., improving employee morale and service expectations while reducing turnover.• Reduced agent turnover from 75% to less than 10% through coaching of service standards.• Developed 3 agents to move upward within company into Marketing and Operations.• Increased customer retention in 4 regional markets by reducing talk time; achieved an average of 105% quota both in subscriptions and single ticket sales.• Received “The Broadway Across America Service Excellence Award” from CEO for exemplary leadership and creativity.

Event Supervisor / Box Office (2002 – 2004)Managed and reported on all aspects of sales/service prior, during and after events including sales closing. Communication with Front of House and other departments regarding customer issues/resolution.• Created, trained and maintained Closing Procedure Manual allowing for consistent standards of operation.• Created and managed annual employee recognition awards, “The Shoes Award” to inspire and reward top performance.• Served as primary lead and provided on-site sales and service direction during co-promotion with the Museum of Art for 2 separate exhibits: The Vatican and Princess Di processing over 50,000 tickets.