Steve Prosser Email & Phone Number

Kapiti Coast District, Wellington, New Zealand

Wellington & Wairarapa, New Zealand

Primary responsibility for the Customer Service Division. To lead a team of frontline and support staff through the provision of coaching, mentoring and professional development with a focus on achieving operational excellence across all customer service activities.· Provide strategic and hands on leadership of Frontline Services, National Customer Service Centre, and Premium Products – manage associated staff covering events, agency network, support desk and dispatch· Mentor, encourage, direct and train staff· Prepare staff rosters to align with contracted requirements· Manage all accounting and financial activities, ensure any anomalies are accounted for· Ensure all frontline staff are aware of business priorities both for New Zealand and the wider business· Oversight and management of the Wellington office – develop annual Account Management Plans for specific venues and preferred hirers· Negotiate and agree terms with current clients and liaise with relevant departments to ensure these are met· Focus on building strong working relationships with promoters and venues to enhance business opportunities· Advise clients of new Ticketek products and services – maintain comprehensive knowledge of all offerings· Develop and maintain an in-depth understanding of contractual terms and enforce compliance at all levels

Wellington & Wairarapa, New Zealand

Wellington & Wairarapa, New Zealand

In this role I am the key contact in providing an essential communications link between clients, venues, hirers and Ticketek, whilst ensuring the on-going enhancement and development of relationships. I am responsible for the overseeing the Wellington Sales & Service Team and the Customer Service Division which includes the National Call Centre and Agency Network. As a member of the Senior Management Team this role assumes responsibility for the overall culture of the Wellington Office ensuring the company is represented to the highest possible standards within the region. The Wellington Manager ensures strategic and operational delivery of key events, and is a critical contact in an Account Management capacity for allocated accounts.

Wellington & Wairarapa, New Zealand

As a member of the Senior Management Team I am responsible for overseeing the Customer Service division of Ticketek New Zealand. My role is to lead a team of Customer Service Supervisors providing them with coaching, mentoring and development in order to achieve operational excellence across the wider customer services division.I am responsible for the establishment of a Contact Centre strategy with key area and Key Performance Indicators to enhance customer service delivery and efficiency; management and communication of this to Supervisors and staff to ensure the achievement of KPI’s is a critical success factor.My role has a major focus on people management; both permanent and casual staff working in the call centre, box offices and at events. This includes leading and influencing the team to ensure that sales and client services targets and KPI’s are achieved.I have direct responsibility for Ticketek’s national agency network and the development of processes and systems to support this network.

Waikanae

To oversee and project manage the installation, configuration and support of the customer relationship management (CRM) and ticketing software.

To work with Head of Marketing and the Sales & Client Services Manager in providing high-quality customer service to all patrons. • Management of the company CRM and ticketing system. • Setting up, show loading, pricing and ticket design for concert season.• Liaising with outside ticketing agencies and ticketing software suppliers• General ticketing; allocation and issuing of tickets, servicing of sponsor ticket requests, processing in-house ticket requirements• Obtaining and overseeing the loading and maintenance of external data. • Segmentation of database for reporting, analysis and direct mail; including data for fundraising, schools mail outs and annual season brochure distribution.• Creating inventive solutions to complex problems.• To produce information and reports in a way that it can tangibly be used for decision making.• To maintain the integrity and confidentiality of the database.• Key contact for mail house and other direct mail service providers.• Manage the subscription campaign mail-out though the mail house.• Support, training and supervision of casual staff.• Manage and implement systems and procedures for processing of the annual nationwide subscription bookings.

Key contact providing a critical communications link between the Client/Venue and Ticketek, whilst ensuring the on-going enhancement and development of client relationships.Manage client expectations in order to further strengthen the Ticketek/client relationship.Ensure internal operational services and activities are satisfying client needs and meeting commercial deadlines.Work with the Senior Management to provide further value-added services and solutions to clients that increase the occupancy and yield outcomes of events.· Prepared and presented accurate financial and sales data to Senior Managers· Key point of contact for promoters, box office, venues and internal departments· Maintained client contact plans, service call cycles and contractual compliance· Negotiated expectations with clients, formulated plans to ensure compliance with contractual agreements· Offered feedback to clients on events – presented a post-event report and executive summary· Analysed performance of individual events, tracked daily, weekly, monthly and final event sales – identified trends to ensure sales targets were met – managed cancelled or postponed events· Gathered and distributed information for the website, both text and graphics

· Sales analysis, debtor management, bank deposits, costing imported stock· Prepared accurate and timely daily sales reports and bank reconciliations· General oversight of department administration procedures – staff management and mentoring· Monitored service standards, followed up with all feedback· Worked collaboratively with Finance Team, Finance Manager, Corporate Accountant and Management Team

· Overall responsibility for daily operations, customer management, achieving revenue targets and leadership· Managed launch and promotion of products and services – led initiatives to enhance store performance· Focused on achieving revenue targets, monitored and approved expenditure within delegated authority· Prepared detailed reports on business performance and an annual business plan· Maintained working knowledge of Kiwibank processes and procedures – fully trained Banking Representative

Diploma In Interior Design, Interior Design

New Zealand Certificate In Real Estate (Salesperson), Real Estate