Siobhan Mazzei
Shepshed,Leicestershire
Summary
Dedicated, creative individual capable of adapting to different working environments. Excellent communication and team working skills as well as managing and supervising. Very good listener, self-motivated and good at motivating others.
Overview
10
10
years of professional experience
Work history
Live Team Manager, Manager
PPL PRS Ltd
11.2021 - Current
- Led account managers and advisers, fostering their growth and ensuring effective query resolution
- Oversaw annual leave, sickness and absence management for team as well as conducting performance improvement plans, quality analysis, one-to-ones and work reviews.
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Developed strong teams by skillfully recruiting, orienting and training loyal, hard-working employees.
- Worked closely with directors to ensure investment and commitment to growth strategies for company progression.
- Managed and distributed daily statistic reports, enabling performance evaluation to aid continual growth.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Collaborated with shareholders and coordinated cross-departmental operations, resolving cases, leading presentations and being first point of contact for specific queries.
- Executed effective project management using Salesforce CRM.
Live Key Account Manager
PPL PRS Ltd
04.2019 - 11.2021
- Managed key accounts for high-profile live music clients
- Supported and advised customers, captured and collated information, maintained relationships
- Assisted advisors with challenging enquiries and accompanied team members on client visits
- Assessed customer music usage patterns and conducted music usage audits
- Leveraged Excel and ticketing software to determine and apply appropriate charges
- working Major Live Concert Service (MLCS) events and ensuring royalties are distributed within SLA as well as ensuring organised data tracking
- Sole Manager of PRS for Music queries and ensuring prompt resolution and payment within agreed SLA, as well as managing relationship with shareholders.
- Developing knowledge of core licensing processes and procedures including Tariffs, Copyright Law, Live events, and Venues
- Organisation of Data and List views
- Producer for Live Team - writing Monthly Articles released on “Connect with Comms” page
- LGBTQI Community Member assisting in organizing PPL PRS Pride Celebration 2019 and 2021 as well as member of Diversity and Inclusion Forum.
Live Team Advisor
PPL PRS Ltd
10.2018 - 04.2019
- For a portfolio of Live Music customers supporting and advising customer queries as well as achieving revenue and growth for business
- Capturing and collating relevant customer information and developing/maintaining excellent customer relationships
- Monitoring and analysing customer's music usage with Review forms (Box office breakdowns and listing of events for each customer) and using tools such as ticket sites and social media for data sources
- Working alongside relevant stakeholders (Theatre and Classification Experts) to correctly identify charges applicable for our customers
- Valuing our customers and their Music usage and engaging with our customers via email, telephone, and personal meetings
- Using correct Tariff's applicable to achieve accurate reporting requirements and correct revenue for our PPL PRS members ensuring they receive royalties owed
- Using objection handling training to resolve difficult customer queries and working co-operatively with other teams to ensure customer experience is always positive
- Assisting colleagues with special tasks (Simulcast, large accounts with multiple Licenses, etc.) whilst keeping up to date with own workload
- Designated ‘Special Task' includes Licensing Universities which uses large range of Tariffs not necessarily specific to Live Team's Day to day charges/fees
- Working with Legacy debt through QCP queries ensuring that past events that were not charged previously via our Parent Companies are promptly resolved and royalties eventually paid on behalf of our members within agreed SLA
- Developing knowledge of core licensing processes and procedures including Tariffs, Copyright Law, Live events, and Venues
- Personal achievements include Customer Service Champion 2018 (scoring highest percentage of exceptional calls with DPA passes across the board) and Employee of the Month within first Month of joining the business.
Parts Coordinator, Area Resource Controller and Customer
OTIS Ltd, United Technologies Corporation, UTC
04.2016 - 09.2018
- Technical advisor and Customer support administrator in buyer's role
- Ordering and processing purchase orders for lift, escalator and travelator parts as well as vendor repairs for onsite work
- Communicating with vendors, technical teams, AMT (warranty), customers and engineers UK Wide via email and phone to ensure parts are delivered within lead time and saving company income wherever possible
- Basic Lift trained and technically advising key account managers, Service Delivery Manager's, Service General Manager's and colleagues and sourcing parts based on part numbers and key skills learnt from job experience
- Striving for service excellence, applying sound business judgment when analysing problems and choosing solutions based on total business perspective, adapting quickly to changing business conditions, Creating an environment where people are involved and take ownership and Focusing on results, often with breakthrough business innovations
- Suggestions and changes made in business including environmental consideration - suggesting and changing printed purchase orders to electronic purchase orders allowing for better tracking of purchase orders and greener workforce
- training new starters
- Prioritising key accounts, hospitals, and nursing homes, shutdown/out of service units to continue excellent service and quick turn around
- Negotiating with vendors to reduce lead times on parts for customer satisfaction - engineers and accounts
- Ensuring that all procedures are followed accordingly by engineers and orders are being place against correct job numbers and correct costing for businesses profit as well as using Safe contractor tool to check Works-on-site contractors are insured and have up-to-date certification to be on site
- Ordering PPE and Tools for engineers for safe working environment
- Using systems and codes to process purchase orders, order parts and correctly cost against jobs including use of Customer Relationship Management Software (CRM)
Kitchen Manager
The Polar Bear/The Bowling Green
05.2015 - 03.2016
Education
Level 2 Food and Hygiene Certificate -
Kitchens
A-Levels -
Groby Community College
Leicester 09/2007 - 05/2009
GCSEs -
Groby Community College
Leicester 09/2005 - 07/2007
Skills
- Friendly, cooperative attitude
- Patient and willing to improve
- Very hard working
- Good, responsible Leader with drive to succeed
- Well organised
- Fast learner
- Budgeting proficiency
- Data analysis
- Staff recruitment
- Coaching and mentoring
- Software proficiency
- Sales forecasting and risk management
- Stakeholder Relationship Management
- Commercial awareness
- Account Management
Additional Information
- Winner of OBS unplugged Competition 2012 and 2013- Numerous Radio interviews and podcasts- Self-released album, EP's and singles- self designed Marketing and Promotion for solo-project; this includes Videos, Photos, Artwork, Advertisements, Analytics, etc.
Affiliations
- writing and performing music.
Timeline
Live Team Manager, Manager
PPL PRS Ltd
11.2021 - Current
Live Key Account Manager
PPL PRS Ltd
04.2019 - 11.2021
Live Team Advisor
PPL PRS Ltd
10.2018 - 04.2019
Parts Coordinator, Area Resource Controller and Customer
OTIS Ltd, United Technologies Corporation, UTC
04.2016 - 09.2018
Kitchen Manager
The Polar Bear/The Bowling Green
05.2015 - 03.2016
Level 2 Food and Hygiene Certificate -
Kitchens
A-Levels -
Groby Community College
09/2007 - 05/2009
GCSEs -
Groby Community College
09/2005 - 07/2007
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