Erin Chernenkoff
Port Coquitlam,Canada
Summary
Self-motivated Venue Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements.
Overview
24
24
years of professional experience
Work History
Venue Support Manager
Ticketmaster Canada
06.2019 - Current
- Lead and coordinate the daily operations of a support team of 9 members across Western Canada.
- Provide ongoing training to maintain productivity and effectiveness of team
- Hold regular one-on-one meetings with team members to review performance and priorities and provide feedback
- Foster positive and inclusive team culture for the venue support team
- Plan and deliver training sessions to improve client effectiveness and address areas of weakness
- Lead weekly team meetings to communicate business updates, communicate new and ongoing priorities and provide feedback
- Collaborate with cross functional teams to address technical issues, escalate complex cases and resolve discrepancies
- Analyze data to identify opportunities for improving support levels
- Resolve customer inquiries and complaints requiring management-level escalation
- Remain calm and professional in stressful circumstances and effectively diffused tense situations.
- Report concerns and recommendations from clients and employees to senior management
- Develop departmental goals and standards in line with supporting organization's mission and strategic vision
Senior Venue Support Specialist
Ticketmaster Canada
10.2014 - 06.2019
- Developed and maintained excellent client relationships
- Advised and assisted with reporting for various venues and their promoter clients
- Ensured venues and promoters were maximizing a range of Ticketmaster products and services
- Point of contact for coordinating and communicating venue, promoter, and Ticketmaster requirements for events set-up on Ticketmaster ticketing platform
- Performed testing on offers to ensure accuracy
- Communicate with artist management, tour accountants, and other stakeholders while brining in other teams/resources as needed
- Read technical manuals or attend conferences and seminars to maintain knowledge of hardware and software
- Developed processes to alleviate errors and losses.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Provide on site support where needed to ensure all aspects are operational as well as settlement night of show.
Assistant Box Office Manager
Ticketmaster Canada
01.2000 - 03.2011
- Trained and motivated 20+ person box office staff to maximize ticket sales and facilitate distribution of information regarding shows and performances.
- Organized event schedules and coordinated staff assignments, ensuring smooth operations during peak times.
- Ensured compliance with venue protocols by diligently overseeing safety measures in place at the box office area.
- Maintaining the balance of a large float as well as daily deposits through multiple systems (Ticketmaster Host System and Archtics)
- Manage Right of First Refusal offer for concert/event sales for Vancouver Canucks Club Seat holders, suite holders, sponsors and arena staff
- Ensure promoters, production managers are provided with appropriate support leading up to and on event day in all aspects of ticketing, troubleshoot sightline issues, organize relocations etc.
- Help with organizing, printing and distribution of Vancouver Canucks season tickets, half season and ice packs
- Provide reporting and inventory management required by both venue and promoters (audits, sold to maps, inventory lists, auction, and platinum reports etc.)
- Maintained accurate records of all transactions, facilitating efficient end-of-day reconciliations and monthly audits.
- Managed inventory of tickets and promotional materials, ensuring proper distribution of resources according to event needs.
- Arranged delivery of tickets for bulk orders and non-local customers by printing tickets for delivery, shipping via carriers and communicating with buyers to inform of delivery status.
Education
Terry Fox Secondary
Port Coquitlam, BCSkills
- Team Leadership and Collaboration
- Employee Development
- Work Planning and Prioritization
- Performance Evaluations
- Quality Assurance
- Customer Relations Expertise
- Problem-Solving
- Information Confidentiality
- Managing Operations and Efficiency
- Documentation and Reporting
- Continuous Improvement
Timeline
Venue Support Manager
Ticketmaster Canada
06.2019 - Current
Senior Venue Support Specialist
Ticketmaster Canada
10.2014 - 06.2019
Assistant Box Office Manager
Ticketmaster Canada
01.2000 - 03.2011
Terry Fox Secondary
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