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Fellowship Recap: Nicole Galli (MSA '19)

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Nicole Galli (MSA '19)

Fellowship Experience:

Account Specialist on Account Management Team - Maple Leaf Sports and Entertainment (MLSE), Ticketing Sales and Service Department

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Responsibilities:

  • Managed approximately 6,200 accounts amongst a team of 8 individuals for Season Ticket Members for Toronto Raptors, Toronto Maple Leafs and Toronto FC (regular season and all 3 playoff runs)
  • Worked with a team to pilot text messaging for Season Ticket Members
  • Communicated with clients via email, phone, text messaging and in-person meetings
  • Provided unique and meaningful experiences for clients and fans pre-game/in-game
  • Volunteered for multiple Season Ticket Member events, including Leafs Centennial Gala and Member appreciation events
  • Contributed to planning and executing the first member appreciation event (viewing party) for Account Management Team clients
  • Contributed to sales and service for World Cup of Hockey, Grey Cup, World Juniors, and MLS Cup

Practical skills I learned:

  • Account management
  • Data collection – multiple methods and systems to gain information about season ticket members to serve them better
  • Ticketing procedures
  • Sales experience

Other intangible skills/experience I gained:

  • Effective communication, working within a team environment and having to communicate with multiple departments
  • Problem resolution and adaptability, especially through MLS Cup – first ever championship game for an MLSE team
  • Customer service and client relations
  • Leadership – assisted with training new team members

Advice for undergraduates and/or incoming students:

Say “YES” to any opportunities you can. While at MLSE, I said yes to any opportunities to volunteer or shadow/work with others outside my team and/or department, and was able to gain greater experience and knowledge in a larger scope of the professional sports business world. Even if it may not be a department or opportunity you aren’t interested in pursuing in the future, having well-rounded knowledge is helpful and you learn many transferrable skills. These experiences also lead to many networking opportunities with others in the sports industry. 

Other comments you’d like to add:

The fellowship was the best thing for me coming straight from university. I had no previous professional work experience, so my experience at MLSE gave me a much stronger background coming into the MBA/MSA program. I gained experience and insight into multiple areas of the professional sports business world that I can use in my studies over the next 2 years and in my future career.