Summary
Overview
Work History
Education
Skills
Timeline
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VICTORIA SACCO

Arlington

Summary

Manager of Concierge Services and Sales with 6+ years of experience leading high-performing teams and driving revenue growth. Proven track record generating $1M+ in Concierge fan sales and $26M+ in total phone sales. Skilled in team development, cross-functional collaboration, process innovation, and change management to optimize performance and enhance customer experience.

Overview

3
3
years of professional experience

Work History

Manager, Concierge Services and Sales

Vivid Seats
Coppell
03.2024 - Current
  • Led 6 Concierge agents, driving $1.05M in Concierge sales and contributing to $26.2M in total phone sales.
  • Promoted from Team Lead within months by building daily operations and executing department strategy during organizational restructuring.
  • Recruited, trained, and developed high-performing talent, including 1 onshore hire generating $31K+ in Concierge sales in 6 months; screened 40+ BPO candidates to guide leadership in top hires.
  • Trained 13 BPO agents in the Philippines over a 3-week program, accelerating onboarding and achieving 15% higher first-month conversion rates.
  • Designed and maintained Looker reporting to qualify high-value fans, track KPIs, and provide actionable insights that boosted sales.
  • Streamlined processes, launched fan engagement programs, and maintained operational continuity during leadership transitions.
  • Mentored junior leads and agents, improving retention, succession readiness, and team performance.
  • Fostered a culture of accountability, collaboration, and continuous improvement.

Concierge Team Lead

Vivid Seats
Coppell
08.2023 - 03.2024
  • Directed 5 concierge agents, onboarding 460 high-value fans, increasing engagement and retention.
  • Facilitated 1-on-1s and team workshops, reinforcing service standards and boosting performance.
  • Partnered with cross-functional teams to implement data-driven processes.

Sales Team Lead

Vivid Seats
Coppell
04.2022 - 08.2023
  • Surpassed inside sales goals by coaching a team of 7 specialists and optimizing departmental operations.
  • Conducted performance reviews and workshops, improving productivity, morale, and collaboration.
  • Led initiatives to improve sales strategy and fan engagement processes, increasing overall revenue.

Education

Master of Science - Management and Leadership

Western Governors University
06.2024

Bachelor of Science - BS - Sports Administration

Louisiana State University
08.2021

Skills

Leadership & Development: Team Leadership Staff Training & Mentorship Performance Management Employee Onboarding Succession Planning

Sales & Client Engagement: Business Development Sales Strategy High-Value Client Management CRM

Data & Reporting: Looker Excel KPI Monitoring Data Analysis & Reporting Process Improvement

Operations & Collaboration: Cross-Functional Collaboration Process Optimization Project Management Change Management

Timeline

Manager, Concierge Services and Sales

Vivid Seats
03.2024 - Current

Concierge Team Lead

Vivid Seats
08.2023 - 03.2024

Sales Team Lead

Vivid Seats
04.2022 - 08.2023

Master of Science - Management and Leadership

Western Governors University

Bachelor of Science - BS - Sports Administration

Louisiana State University

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