Manager Customer Service

STACY SEARS SS

**********@*******.*** 425-***-****

https://www.linkedin.com/in/stacysears

1

Account Manager, Resourceful HR

Client Relations and Account Management Professional who drastically improves departments through a combination of organizational ability, proprietary system skills and leadership. I focus on strategic team development programs to facilitate organizations in adopting new technology trends. Product, Program and Project Management • Business Analysis

• Research • Budget & Forecasting • Oral & Written Communication • Training & Facilitation

• Change Management • Collaboration • Marketing • Implementation Work History

Personal Injury Medical Leave (June 2015-February 2017) Career Assessment Sabbatical (January 2015-May 2015) Ticketmaster, Seattle WA

North American Director – Training (2010-2014)

Lead company product training initiatives across North America including Canada. Partnering with key stakeholders to develop in an agile environment and deliver training plans for both Clients and Employees on all Ticketmaster Proprietary systems and products. Contributions included:

§ Managed training for 23 proprietary products in agile environment requiring multiple releases quarterly, for 500+ employees and 2,100 clients.

§ Added multiple new programs for both webinar and in-person delivery. Constant data analysis and immediate feedback to identify training skill gaps provided results for both desktop and mobile platforms.

§ Engineered a dynamic online client product-training page WITH relevant content and solutions, drove client product adoption and awareness of self-service options. In two years over 7,000 users adopted with 200,000 page views, which aided in spotting trends and making changes monthly to meet audience target needs.

§ Created and introduced new Training Registration functionality, saving $400,000 in four years. Identified missing functionality in system then instituted work-around using existing SharePoint site. Ticketmaster, Seattle WA

North American Manager – Training (2007-2009)

Managed high quality proprietary product training and delivery for all in-person and online training for both Clients and Employees, across North America including Canada. Contributions included:

STACY SEARS SS

**********@*******.*** 425-***-****

https://www.linkedin.com/in/stacysears

2

§ Liaison to Beijing Organizing Committee for Olympic Games (BOCOG), Beijing, China Customized and managed ticketing system operations on-site seven weeks planned and developed Training for 30 US and EU box office staff.

§ Presidential Inauguration: (2009) Obama, (2005) Bush, Washington DC Customized and managed ticketing system operations for a variety of Presidential Inauguration Balls, Parades and Inaugural Speech tickets. Day-to-day liaison with Administration staff on status of inventory for 25 events: Inaugural Balls, Parade, Inauguration Speech, including the Swearing in Ceremony. Ticketmaster, Seattle WA

West Regional Trainer (2004-2006)

Responsible for providing high quality product training for all of Ticketmaster’s proprietary products for in- person and online delivery for Clients and Employees, exclusively for the Western Region. Contributions included:

§ Liaison to Athens Olympic Committee (ATHOC), Athens, Greece Customized and managed ticketing system operations on-site six months, created and developed box office staff roles and responsibilities. Partnered with local staffing agencies to hire 700 Greek college students for box office roles requiring training in multiple languages. Planned and developed training for local box office sales staff and management roles for 30 US and EU nationals who traveled to manage and staff the local box offices.

Ticketmaster, Seattle WA

NW Event Programming Manager (1995-2003)

Lead Event Programming teams in Seattle and Portland with standard procedures, and national standards for all events sold on the Ticketmaster system.

Contributions included:

§ Developed and implemented, working with corporate developers, the ability for customers to interact with a real-time event and online purchase transaction system in a secure environment, allowing for the selection of desired delivery without human intervention. (Ticketmaster.com) for beta rollout acted as product and project manager.

§ Managed Client Settlement Process for North America, improving efficiency of online client settlement process by 30%.

§ Set up Box Office, Internet, IVR, Outlet and Phone sales for new markets.

§ Box Office Manager, Various Venues WA. Managed sales, production tour staff and customers interacting simultaneously in fast-paced Seattle environmentin several premiere venues. Specialized in opening new venues, creating and implementing policies and procedures, staffing and training box office personnel.

§ Transition of Call Center and Customer Service from Seattle, WA to Phar, TX and Orlando, FL in nine (9) months, including training, transition and policies.

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Education

STACY SEARS SS

**********@*******.*** 425-***-****

https://www.linkedin.com/in/stacysears

3

Merchandising, Accounting, Marketing, Retail Management and Sales. Edmonds Community College, Seattle, WA

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