Customer Service Fulfillment Consultant - Stage Front Tickets - Remote
(2024-01 - 2025-05)
- Responded to complex client inquiries and incidents via phone, chat, and email maintaining professionalism and empathy in high-pressure situations
- Troubleshot orders and system issues, investigated missing assets, and escalated urgent technical problems to internal stakeholders and vendors.
- Logged all findings and ticket activity in detail, contributing to SOPs and internal knowledge resources.
- Partnered with IT and Operations during system outages and emergency response situations, maintaining communications and customer updates.
Team Leader / Assistant Manager - Vivid Seats LLC - Remote
(2021-09 - 2023-10)
- Supervised remote teams to exceed KPIs in a high-volume, fraud-sensitive environment, overseeing quality, training, and escalating case resolution.
- Spearheaded onboarding programs and authored SOP manuals and leadership guides to standardize performance and compliance.
- Conducted weekly QA audits and coaching sessions with direct reports, increasing performance and reducing escalated fraud-related disputes by 25%.
- Directed payroll, scheduling, and staffing efforts while ensuring security measures and internal policies were followed.
- Resolved high-impact customer complaints by investigating root causes, applying fraud flags, and mitigating risk exposure.
Order Fulfillment Representative - Vivid Seats LLC
(2021-09 - 2021-11)
Prior to my swift promotion to Team Leader / Assistant Manager, I successfully fielded inbound calls and chats from customers in addition to simultaneously responding to live support tickets in a timely manner.
Administrative Assistant / Marketing Associate - Indusite Realty Corporation - Mississauga, ON
(2006-06 - 2013-11)
- Served as first point of contact for clients, brokers, and stakeholders, managing a 12+ line switchboard and professionally handling high-volume inbound calls.
- Prepared commercial lease and sale agreements, ensuring accuracy, formatting consistency, and timely delivery to brokers and clients.
- Designed and produced marketing brochures, flyers, and advertising materials to promote available industrial and commercial properties.
- Assisted with property management tasks, including arranging signage for newly acquired properties and coordinating with vendors as needed.
- Maintained office efficiency by managing supply inventory, restocking backroom, and preparing the boardroom for client and broker meetings.
- Opened the office daily, ensuring readiness for business operations and creating a welcoming, organized environment.
- Supported company leadership with general administrative duties including filing, scanning, document preparation, and internal coordination.
