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Skills

  • Payment processing
  • Fraud prevention in ticketing
  • Negotiating group rates
  • Regulatory compliance
  • Process improvement
  • Flight booking accuracy
  • Supervision
  • Online Payment Processing
  • Customer service
  • Team management

Work Experiences

  • Created detailed customer service scripts and FAQs, enabling staff to resolve common inquiries faster and improving average call handling times by 12 minutes.
  • Achieved positive feedback ratings.
  • Enforced daily financial reporting for the box office across all revenue lines via the ticketing system, as well as reconciliation of all ticket sales within the accounting system.
  • Achieved this over 2022.
  • Collaborated with the IT department to improve system performance for online and mobile app reservations, reducing booking system crashes by 18%
  • Regularly planned and coordinated large events with concert promoters, other internal departments, and high-profile clients, cultivating excellent working relationships.
  • Collaborated with the IT department.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Assisted the ticketing department with all internal ticket allocations and allotments for all events.
  • Coordinated a team of 16.

Summaries

  • Coordinates sales and marketing for entertainment venues, ensuring that sold-out events are executed flawlessly.
  • Achieved high customer satisfaction rates.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Consistently surpassed upselling targets by 18%.
  • Adept in multilingual communication.
  • Assisted in setting service goals.
  • Clear understanding of quality assurance and stakeholder engagement as well as strategic planning training.
  • Adept in multilingual communication, allowing the facilitation of international client queries and bookings, further enhancing global service reach and support.
  • Achieved a 60% boost in repeat customer reservations.
  • Adept at resolving customer complaints.

Accomplishments

  • Improved ticketing accuracy by 71% through ongoing training for junior officers on method.
  • Streamlined cross-departmental communication between operations and ticketing, improving service delivery by 13%.
  • Resolved product issue through consumer testing.
  • Successfully navigated high-stress customer escalations, leading to a 73% increase in overall customer satisfaction ratings.
  • Instituted a client retention strategy which decreased customer churn rate by 32% during high travel seasons.
  • Led a customer service enhancement initiative that improved response times on booking inquiries by 16 minutes.
  • Introduced an automated online payment system, reducing manual processing errors by 9% and improving transaction speed.
  • Consolidated reporting processes across the customer service and reservations departments, reducing data inconsistencies by 8%.
  • Partnered with a third-party payment provider to simplify the online booking experience, which escalated conversions by 20%.
  • Efficiently managed high volumes of booking inquiries, resulting in a 40% increase in customer conversion rates.

Affiliations

  • International Customer Service Association (ICSA) – Award Recipient for Service Excellence
  • Association of Information Technology Professionals
  • National Association of Social Workers
  • Association of Airline Dispatchers – Attended Professional Development Workshops on Ticketing Coordination
  • Toastmasters
  • Revenue Optimization Network (RON) – Ongoing Membership
  • Association of Airline Revenue Management & Pricing Analysts (ARM) – Published Case Study on Price Adjustments
  • Airline Reporting Corporation (ARC) Certified Professional
  • Freemason
  • Customer Relationship Management (CRM) Professionals Group – Attended Sessions on Ticketing Fraud Prevention

Certifications

  • Certificate in Airline Fares and Ticketing (IATA)
  • Certificate in Corporate Travel Management (CCTM)
  • Apple Certified Associate (ACA)
  • Certified Business Travel Professional (CBT – GBTA)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Customer Service Excellence in Travel Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)

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