Experience

Breedon Ireland

• United Kingdom
• Wholesale Building Materials
• 1 - 100 Employee

• Administrative Assistant

  • Dec 2021 - Present



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Manager Customer Operations & Fraud Prevention

  • May 2007 - Jan 2021

  In my role I am responsible for a Team of 12 and during seasonal demand this increases to 22. My role is varied and includes (but is not limited to) the following:Management Duties:• Plan staffing.• Lead the Team and encourage their contribution and include goal setting, feedback and performance planning. • Provide oversight and direction to the Team in accordance to the Company’s Policies and Procedures.• Coach, Mentor, Train and Develop the Team.Operational Duties:• Plan, evaluate and improve the efficiency of Business Process and Procedures to enhance speed, quality, efficiency and output of service. • Establish and maintain relevant controls and feedback systems to monitor the operation of the department. • Review performance data that includes sales & activity reports and identifying trends. Analysing variances and initiating corrective action. • Establish, develop and maintain excellent working relationships with Event Promoters, customers, clients etc.• Analysing purchase trends and investigating possible fraudulent transactions and escalating issues further. • Managing call handling, e-mails and customer complaints.• Outlet Support Desk for our ticket kiosks nationwide• Advocate for accessible/special needs patrons. Group Sales Manager• Achieve targets for sales growth, revenue, etc.• Develop and maintain relationships with partners• Set weekly, monthly, quarterly and annual goals for the sales staff• Maintain the existing client base• Prepares weekly sales activity reports.Fraud Prevention Duties:• Developed company strategies for fraud operations.• Prepared and presented reports to manager.• Monitored all suspicious activities for online ticket sales.• Designed fraud transaction screening procedures and policies.• Provided training to employees on risk policies and procedures.• Analysed and recommended improvement to all risk models.• Performed regular review of transaction data.



Paddy Power Bookmakers

• Dial A Bet Operator

  • Sep 2005 - 2007

  • Answering incoming calls and dealing with customer complaints.• Processing Customer’s bets in a timely and accurate manner ensuring a first class service to all of our customers. • Working with great accuracy and speed especially during busy racing festivals. • Registering new customer account details.• Identify and escalate issues to Supervisors • Answering incoming calls and dealing with customer complaints.• Processing Customer’s bets in a timely and accurate manner ensuring a first class service to all of our customers. • Working with great accuracy and speed especially during busy racing festivals. • Registering new customer account details.• Identify and escalate issues to Supervisors