Billy Fluck

Experience

• 

  West Ham United FC

  Sept 2013 - Sept 2016

  Ticket Sales Assistant

  Providing exceptional customer service in person and over the phone in a high pressure environment, including major on sale dates and match days. Remaining informed of sector activity relating to fixtures, sales, promotions and company policies. Confidently working individually and supporting the team to ensure customer needs are met and our standards were consistent. Resolving customer complaints and ticketing issues with high levels of consideration, professionalism and proficiency.

• 

  Kent Union

  Apr 2016 - Jul 2018

  Leading the Student Staff team in their day to day responsibilities, delegating tasks and ensuring standards were consistently high while fulfilling the administrative duties as Duty Supervisor, such as:- Opening/closing the store- Completing health and safety procedures- Running financial procedures throughout the day - Managing customer complaints, refunds and returns with professionalism- Emergency First Aid trained - Fire Safety trained Delivering exceptional customer service in line with company standards, policies and procedures.Ensuring the shop floor is in the best possible condition through stock rotation, removing wastage and completing reductions as well as supporting food preparation and receiving deliveries.

  • Duty Supervisor

    Apr 2017 - Jul 2018

  • Student Staff

    Apr 2016 - Apr 2017
• 

  Ticketmaster

  Jul 2017 - Aug 2017

  Ticket sales Assistant - 2017 World Athletic Championships

  Temporary role supporting the box office during the World Championship Athletics. Providing exceptional customer service in person and over the phone in a high pressure environment while remaining informed of sales, promotions and company policies. Confidently working individually and supporting the team to ensure customer needs are met and our standards were consistent. Resolving customer complaints and ticketing issues with high levels of consideration, professionalism and proficiency. Show less

• 

  Paperchase Products Ltd

  Sept 2018 - Mar 2019

  Sales Assistant

  Delivering exceptional customer service in a busy environment whilst achieving weekly targets for loyalty card registrations. Continually maintaining the high presentation standards of the store through stock replenishment and visual merchandising.

• 

  Spektrix

  Mar 2019 - now

  Primarily, I focus on high value projects for the business that bring about a step change to our soution. Collaborating with senior stakeholders to scope and deliver projects, I champion our progress at all levels of the business and ensure benefits are fully realised and that we're set up with scaleable solutions for the long term. Projects can vary in topic but will generally impact all deparments from product to client success. Throughout my career at Spektrix, I've also worked in the Global Partner Ecosystem matrix team. My accountabilites have evolved over time but has included: performance tracking, intitiative delivery, team management, events programming, and networking at sector events. Show less Founded the Program Management department alongside my manager at Spektrix. Supported to establish our governance as a new department as well as run onboarding and upskilling sessions to embed our function into the business. Focused on the planning and delivery of step change projects to the Spektrix solution. Collaborating with senior leadership, business leads and sector strategy we identify problems to solve or opportunities to pursue in the business that bring us closer to achieving our multi year vision. I scope and lead cross departmental projects to bring about our desired outcome while accounting for business priorities, dependencies and available resource. Show less Client Support:Supporting day to day client queires about the Spektrix system through our central CRM, ensuring they recieve timely and accurate responses and escalating urgent issues where necessary. Administration:Day to day adminitration for the suppot department, streamlining our processes and identifying opportunities for increased efficiency. This included the procurement and implementation of department operational software e.g. rota management systems. Acting as a key contact for the wider business to connect to the relevant support team member and vice versa, allowing me to develop strong relationship across the business at all levels of senority. Events Delivery:Supporting events delivery from an administrative and operational perspective to ensure the entire events programme ran smoothly from concept to delivery. Show less

  • Program Manager

    Nov 2023 - now

  • Global Program Consultant

    Nov 2021 - Nov 2023

  • Client Operations Coordinator (Support, Training & Consultancy)

    Mar 2021 - Nov 2021

  • Support Coordinator

    Mar 2019 - Mar 2021