Russell White
Loughton,Essex
Summary
Professional with extensive experience in box office operations and ticketing systems, excelling in customer service. Proven leadership in team training, staff support, and process improvements that enhance operational efficiency. Expertise in sales maximization and upselling strategies, contributing to significant revenue growth. Strong collaboration skills with agencies and production companies, ensuring effective partnerships and seamless operations.
Overview
19
19
years of professional experience
Work history
Deputy Box Office Manager
LW Theatres
London
2017.03 - 2026.04
- Support the day-to-day operation of a busy West End box office, helping to ensure high standards of customer service and smooth performance operations.
- Work across both long-running productions and concerts or one-off events, responding to the different demands of each and liaising with a wide range of customers, producers and production companies.
- Maximise sales through upselling, repricing busy performances and supporting strong commercial performance across the box office.
- Work closely with external agencies and marketing teams to help drive sales volume, including group sales activity.
- Handle complex bookings, customer complaints and double-booking issues professionally and efficiently, often within tight timeframes.
- Support and train new team members, providing guidance and helping maintain a positive and consistent working environment.
- Manage access bookings sensitively and ensure customers with additional requirements receive an excellent service.
- Liaise with producers to ensure reports and figures are communicated accurately and performances are taken off sale correctly.
- Support the smooth running of the box office during cancelled performances, helping reassure customers and manage queries effectively.
- Maintain accurate files, records and documentation, ensuring good data protection practice at all times.
- Input weekly payroll and support administrative accuracy across the department.
- Use strong IT and systems knowledge to support process improvements, including the implementation of agency mark-back forms.
Senior Box Office Assistant / Box Office Assistant
Really Useful Theatres
London
2011.10 - 2017.03
- Delivered high-quality customer service in a busy theatre environment.
- Processed ticket sales resolved customer queries and supported the smooth running of daily box office activity.
- Built strong experience in live entertainment operations, ticketing systems and audience-facing service delivery.
Customer Services Representative
Registry Trust Limited
London
2009.01 - 2011.10
Membership Consultant
Weight Watchers
London
2007.01 - 2009.01
Education
Musical Theatre
Arts Educational
Chiswick, LondonDance and Performing Arts, Information Communication Technology
New College
Telford, Shropshire9 GCSEs including Maths and English - undefined
Charlton GM School
ShropshireSkills
- Box office operations and ticketing systems
- Team leadership, training and staff support
- Customer service and complaint resolution
- Sales maximisation, upselling and pricing awareness
- Agency sales and external partner liaison
- Producer and production company liaison
- Access bookings and inclusive customer service
- Sales reporting, cash handling and reconciliation
- Payroll input and administrative accuracy
- Process improvement and operational organisation
- Microsoft Office, including Excel, Word, PowerPoint and Outlook
References
Available on request
References
References available upon request.
Timeline
Deputy Box Office Manager
LW Theatres
2017.03 - 2026.04
Senior Box Office Assistant / Box Office Assistant
Really Useful Theatres
2011.10 - 2017.03
Customer Services Representative
Registry Trust Limited
2009.01 - 2011.10
Membership Consultant
Weight Watchers
2007.01 - 2009.01
Dance and Performing Arts, Information Communication Technology
New College
9 GCSEs including Maths and English - undefined
Charlton GM School
Musical Theatre
Arts Educational