Courtney Hughes
Fort Worth,TX
Summary
Dynamic Client Fulfillment Team Lead at Vivid Seats with a proven track record in independent problem solving and cross-functional collaboration. Expert in digital order management, I successfully resolved escalated issues, enhancing client satisfaction and operational efficiency. Recognized for delivering high-quality solutions in a fast-paced environment, driving performance improvements through trend analysis.
Overview
10
10
years of professional experience
Work History
Client Fulfillment Team Lead
Vivid Seats
, Remote
10.2023 - Current
- - Delivered high-quality, client-focused solutions with minimal oversight in a fast-paced digital environment.
- - Independently resolved escalated fulfillment issues, ensuring timely and accurate delivery of ticket orders.
- - Partnered across departments to identify fulfillment gaps and implement improvements.
- - Maintained documentation and reporting to track trends and performance metrics.
- - Balanced team oversight with hands-on client resolution and fulfillment work.
Expedited Resolutions Team Lead
Vivid Seats
Coppell, TX
07.2022 - 10.2023
- - Monitored team workflow and performance, providing support and coaching as needed.
- - Produced monthly and annual reports detailing team trends and KPIs.
- - Supported leadership through cross-functional collaboration to improve efficiency.
- - Maintained individual contribution through high-level customer issue resolution.
Subject Matter Expert
Vivid Seats
Coppell, TX
01.2022 - 07.2022
- - Assisted agents in resolving complex client concerns using digital tools and reference materials.
- - Provided accurate policy and procedural guidance across the department.
- - Gathered and analyzed customer feedback to identify patterns and improve user experience.
Customer Resolution Agent
Vivid Seats
Coppell, TX
10.2021 - 01.2022
- - Delivered prompt and empathetic customer service to resolve ticketing issues.
- - Managed customer concerns end-to-end, escalating only when necessary.
- - Tracked personal performance to ensure alignment with company standards.
Bartender
Caves Lounge
Arlington, TX
11.2015 - 10.2021
- - Provided high-volume guest service with efficiency and professionalism.
- - Maintained POS accuracy and cash handling accountability.
- - Created a positive, welcoming environment to retain customer loyalty.
Education
Associate in Science (A.S.) -
Tarrant County College
Fort Worth, TXSkills
- Independent problem solving
- Client support and fulfillment
- Remote communication tools
- Trend and performance analysis
- Digital order management
- Schedule and workflow optimization
- Cross-functional collaboration
- Written and verbal communication
- Customer relationship management
References
References available upon request.
Timeline
Client Fulfillment Team Lead
Vivid Seats
10.2023 - Current
Expedited Resolutions Team Lead
Vivid Seats
07.2022 - 10.2023
Subject Matter Expert
Vivid Seats
01.2022 - 07.2022
Customer Resolution Agent
Vivid Seats
10.2021 - 01.2022
Bartender
Caves Lounge
11.2015 - 10.2021
Associate in Science (A.S.) -
Tarrant County College