Client Services Greater

John Kirk

Ticketing, Product, & Program Management

***********@*****.*** • 602-***-****

https://www.linkedin.com/in/johntkirk1/• Phoenix, AZ 85032

Transformative, solutions-oriented, and highly agile professional leveraging extensive industry experience towards achievement of diverse goals, objectives, and milestones.

Summary

Skilled in identifying, understanding, and leveraging user- and organizational-based needs through continuous quantitative and qualitative research initiatives. Adept at unearthing areas for improvements and optimizing processes and procedures. Well-versed in establishing, cultivating, and maintaining relationships with stakeholders achieved through best-in-class communications. Driven to remain abreast of current and emerging best industry practices and technologies.

Areas of Expertise

Product Management

Ticket Operation Initiatives

User Experience Optimization

Relationship Cultivation

Cross-Functional Collaboration

Project Management

Strategic Planning/Execution

Market Research Initiatives

Process Optimization

Product Roadmap Alignment

Competitive/Business Analytics

Bottleneck Anticipation

Client Satisfaction/Retention

Agile Development

Strategic Implementation

Database & CRM Expertise

Education

Bachelor of Science, Criminal Justice

Louisiana State University; A&M College, Baton Rouge, LA

Career Experience

Ticketmaster, Scottsdale, AZ 2006 – 2021

Senior Director, Implementation (2010 – 2021)

Held accountability for oversight of client-based onboarding processes, supporting clients throughout adoption of newly emerging Ticket Master (TM) technologies, as well as in planning and integrating new third-party applications including consumer facing web portals, access controls, dynamic pricing applications, and fan-facing applications. Planned, executed, and directed project plans in partnership with Project Management, including budget resource allocation for each implementation effort.

Recognized for ongoing coordination, direction, and delivery of top-tier client installs, including Groupe CH, Los Angeles Football Club, and Kroenke Sports and Entertainment.

Facilitated forecasting, future staffing, hardware needs assessments, and business reporting in collaboration with leadership personnel.

Drove collaborative efforts across multiple business units to consistently meet and exceed onboarding needs for server and database hardware, third party integrations, supply ordering, and merchant setup; ensured clients’ needs and specification were met.

Led efforts to convert, train, and launch pioneer ticketing platform, Kroenke Sports and Entertainment; resulted in 1M ticket sales annually.

Championed conversion initiative from training to launch for new ticketing platform, Los Angeles Football Club, in under 30 days.

Devised, developed, supported, and launched Student ID ticketing system for Penn State, University of Florida, and University of Kentucky.

Created, launched, and directed Ticketmaster Paperless ticketing system.

Lauded for seamless launch and ongoing support of Chip and Pin.

Director, Database Management (2006 – 2010)

Oversaw, directed, and coordinated three-person staff charged with build planning, facilitation, and implementation. Planned and enforced all facets of scheduling for database building processes and functions.

Demonstrated exceptional knowledge of SQL and leveraged these skills towards seamless manipulation and creation of databases for new clients.

Acted as central resource in all aspects of data manipulation, including keen ability to utilize Excel, Sybase, and Access technology.

Planned, executed, and drove on-site support efforts for new clients, as well as ongoing new client training initiatives.

Additional Experience

Archtics Data Management; Regional Support

Ticketmaster, Scottsdale, AZ; Houston, TX

Client Services Manager; Event Creation Associate

Ticketmaster, Houston, TX

PCI Programmer

Ticketmaster, Baton Rouge, LA

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