Our Client Support team works directly with our partners to guide them through the event lifecycle and help them use our system’s tools and features to their fullest potential. This month, we had the chance to sit down with Allie Shields, one of our Senior Client Support Representatives. Since joining our team as a Customer Care Representative over two years ago, Allie has been invaluable in helping our partners connect with their customers and create amazing event experiences.
Allie graduated from Indiana University of Pennsylvania in 2015 with a B.A.Sc. in Communications and Media Studies and a minor in Journalism. While in school, she spent a summer working with Mob Scene Creative + Productions as a Production Assistant Intern, where she had the opportunity to work on a season of Keeping Up with The Kardashians assisting with the on-screen interview process and shooting accompanying commercial promos. Following graduation, Allie made the move to Pittsburgh where she simultaneously worked as a Stage Door Attendant at Pittsburgh Symphony Orchestra and as an Ambassador for CID Entertainment.
With a vested interest in the entertainment industry, Allie was drawn to the opportunity to help ShowClix partners build their events from the ground up. Today, she uses her knowledge of customers’ needs to give our partners insight into developing incredible event experiences every step of the way. When not at ShowClix, Allie can be found brushing up her softball skills playing center field!
What does your typical work week look like in Client Support?
In my department, we directly work with new and existing partners in the following areas: on-boarding, training, live chat, and general troubleshooting. A typical week could consist of anything from helping a partner build a new event, to explaining in detail one of the many features our system has to offer. We even offer after-hours help, so if one of our partners has something urgent, we’re there to offer our assistance!
As a Senior Client Support Representative, you work with many of our partners during various stages of their event lifecycle. What are some of our features that you find are most helpful to event organizers?
I find that our Report Builder feature is a great way for event organizers to access detailed information regarding tickets, orders, financial items, and much more! Whether they’re looking to see how many tickets were purchased for a particular price level, or a list of products sold for a given event, it’s all there.
Much of your day is spent anticipating and solving challenges and questions that may arise for our partners. How do you stay organized and ensure all tasks are completed in a timely fashion?
To stay organized and on task, it’s important for me to keep a list of everything I need to do. Our partners deserve a timely response, so I’m constantly re-prioritizing my schedule based on what requires immediate attention to maximize my response times. I’m a big fan of the application Todoist to keep my day on track. It’s the first thing I open in the morning when I get to work, along with my Google Calendar.
Tell us about a memorable experience you’ve had working alongside one of our partners on-site.
I was able to travel to Kansas City for their 2019 PrideFest this past June. It was great to turn the tables from speaking to a partner on the phone about all their potential ideas to actually seeing it in action on-site!
What was your first childhood pet?
My hometown is Punxsutawney, Pennsylvania; known for Groundhog Day and Punxsutawney Phil. Every February 2nd, Phil emerges from his burrow to see if he will see his shadow or not. If Phil sees his shadow, there will be six more weeks of winter; if it’s not seen, spring is right around the corner.
Well, I had the exciting opportunity to keep Punxsutawney Phil as my childhood pet! My dad was in the Inner Circle, who are not only responsible for planning the events every year, but also for the feeding and care of Phil himself. Many years ago, my dad was in charge of keeping him. We unfortunately had to get rid of him after he bit too much, though!