Frances Ratunaceva

Effective and forward-thinking Individual, bringing forth valuable industry experience, and the skills to achieve real results. Adept in developing key relationships with customers, and committed to working to ensure a company continually moves in the right direction

Scottish Rugby Union - Edinburgh November 2021 to Present To ensure that all ticket sales are processed accurately and efficiently by carrying out telephone or over the counter bookings.

• Carrying out ticket fulfilment duties including the printing, checking and issuing of tickets.
• To maintain client databases.
• Respond to customer queries and assist in the resolution of customer complaints by phone, post or email in a professional and timely manner.
• Acting as the first point of contact, understanding customer expectations, needs and what they value. Ensuring that our Customers are at the heart of everything we do.
• Assist in the reconciliation of ticket monies as required.
• Communicate with Scottish Rugby key Stake Holders, Debenture Holders, Clubs and Schools and all Scottish Rugby clients by telephone, email or in person on match day.
• Process and action incoming mail.
• File completed ticket documentation.
• Support the department management team with match day planning and operations when required.

Administrative roles within the team include:

• Setting up and sending mail merges to communicate with supporters.
• Finance processes such as Direct Debits, Account credits and refunds.
• The set up of Direct Debits, taking payments, sorting failed payments, and processing cancelled requests on the CRM.
• Training of new staff members.
• Overseeing the team from time to time.

Highest level of Education: GCSE or equivalent