Diamond Johnson

• Provided comprehensive technical support for AXS Ticketing platform, troubleshooting system issues, access control problems, and hardware/software compatibility concerns to ensure seamless operations across multiple venues
• Managed escalations and support concerns by collaborating with cross-functional teams to analyze technical issues, identify solutions, and ensure timely resolution that maintained service quality
• Trained new hires on AXS platform features, system upgrades, and operational best practices to maintain consistent service delivery and onboarding standards
• Processed refunds, exchanges, and purchases with 100% accuracy while maintaining PCI compliance and thorough documentation for audit purposes using AXS ticketing systems
• Demonstrated strong communication skills across phone, email, and ticketing systems to support high-volume customer interactions and internal team coordination
• Provided customer service support for high-profile events/clients, including Electric Forest, Coachella, Stagecoach, as well as the NBA and NCAA ticketing operations
• Resolved a wide range of customer issues by analyzing concerns, identifying solutions, and following through to ensure complete resolution and customer satisfaction
• Attended ongoing training sessions to stay updated on product knowledge, system changes, and industry best practices to consistently meet performance goals
• Utilized internal systems to manage and update international client data for large-scale events (Coachella, Stagecoach)
• Ensured data integrity and accuracy across global customer records to support event logistics and operations
• Contributed to efficient data workflows in a high-volume, deadline-driven environment
• Experience using WRSTBND for festivals such as Coachella, Stagecoach, and the New Orleans Jazz Fest operations

o Resolved customer order and delivery issues, ensuring satisfaction through proactive problem-solving.

o Coordinated with third-party delivery services (Door Dash, Uber, Spark) to troubleshoot fulfillment challenges.

o Analyzed customer feedback and delivery metrics to improve processes and enhance efficiency.

o Developed communication protocols that reduced delays and improved service response times.

o Trained and mentored new associates on order accuracy, customer service, and company procedures.

o Took on leadership responsibilities by guiding team members during high-volume shifts, ensuring smooth operations and customer satisfaction.