• Develop and deliver Tessitura system training for 300+ users at Southbank Centre and four resident orchestras.• Maintain CRM system including co-ordinating system upgrades, user management, and troubleshooting.• Manage implementation of new products such as Zendesk and ticket scanners.• Use SQL and HTML to write basic queries and manage templates.• Co-chair of Tessitura's international Onboarding and Upskilling community group.

Southbank Centre is Europe's largest centre for performing and visual arts with over 6 million visitors annually. I support the Ticketing Hosts to ensure they have the knowledge and skills they need to provide information and ticket sales for thousands of performances each year. • Line management of Ticketing Hosts across contact centre, box office and welcome desk• Use Tessitura ticketing system• Provide Tessitura, operational, and procedural training to new and existing staff• Action administrative tasks including guest lists, house seats, staff ticket offers, promoter requests, and writing standard operating procedures• Ensure smooth running of box office during show incomings• Resolve escalated customer complaints

Ticketmaster is the world's largest ticketing company. The main purpose of my role was to develop and maintain relationships with venues and promoters who used Ticketmaster to sell tickets to their events. My clients included West End theatres, comedy promoters, the National Theatre, and Southbank Centre.• Manage ticket allocations, mark backs, and call overs across hundreds of events • Use Ticketmaster Host and PCI box office systems• Analyse sales figures and data• Collate information for event set up• Conduct online quality assurance testing• Resolve customer and client issues• Work event-day box offices at festivals, cultural, and sporting events UK-wide

I taught a variety of subjects to high ability Korean middle school students using a student-centred approach for my social sciences classes and a communicative language teaching strategy for my English classes. I believe these are the most effective methods to help students learn and retain knowledge for future use.• Teach English as a second language, history, social studies, ethics and research • Teach geography and history to gifted students during a regular weekend programme• Design lessons based around various activities, games, textbooks and technology• Design the curriculum for all subjects following consultation with colleagues• Assess student work and progress through summative and formative assessment tasks • Work in collaboration with American and Korean teachers to team teach research skills class• Encourage students to learn about and appreciate other cultures

A short-term contract position to support performers and producers for the 2014 NZ International Comedy Festival.• Arrange accommodation, flights, visas and performer packs for performers.• Organise guest and media tickets using Ticketek, Ticketmaster, PatronBase and through direct liaison with external agencies and venues.• Compile and send weekly informative emails of a humorous tone to producers using MailChimp.• Provide administrative support for festival producers including collating data in Excel spreadsheets, preparing contracts, and writing process documents.• Drive performers and props between venues and airports.

Arts Centre Melbourne is Australia's largest performing arts centre with over 3000 performances and 2.7 million visitors each year. As a Customer Ticketing Supervisor my primary responsibilities fell into the areas of staff supervision and training, customer service, and arts administration. • Use Tessitura to process ticket sales, run reports, change hold allocations, issue house seats and complimentary tickets • Supervise team of 30 staff across multiple box offices and a contact centre • Act as duty ticketing manager during evenings and weekends• Answer customer and presenter queries and resolve complaints across web, phone and box office channels• Responsible for staff training and shift allocation• Assist with staff recruitment and performance reviews• Responsible for daily banking reconciliation, staff floats and change orders• Assist managers with various administrative tasks such as mark backs• Organise refunds / seat reallocation for cancelled events• Carry out fire warden duties in the event of an emergency• Contact Centre and CRM Manager (2013) – performed six weeks higher duties including inputting timesheets, participating in inter-departmental meetings, KPI reporting and resolving escalated customer complaints

• Use Tessitura and Ticketmaster to process ticket sales• Provide customer service across box office and phone channels• Cash handling

• Prepare drinks, coffees and cocktails in an upmarket bar and restaurant• Work private functions• Customer service and cash handling• Restocking and cleaning• Assist with administrative tasks in the office

• Use Ticketek to process ticket sales• Provide customer service across box office and phone channels• Cash handling