Alyssa U. Email & Phone Number

Orillia, On, Ca

Led a team of 6 direct support agents , overseeing daily operations and ensuring high-quality customer service delivery.Collaborated with cross-functional teams to identify and resolve technical issues, improving product functionality and user experience.Conducted regular training sessions for team members, evaluated product knowledge and soft skills through weekly quality evaluations, as well as weekly 1:1's and team meetings. Analyzed support data such as KPI's, SLA's, Daily QueuesPersonally handled escalated customer inquiries, demonstrating problem-solving skills and empathy, resulting in positive customer feedback.

Provided expert-level support to customers via various channels, including email, live chat, and phone, consistently exceeding performance targets.Assisted in the development of a comprehensive knowledge base, empowering customers to troubleshoot common issues independently.Collaborated with the product development team to communicate customer feedback, resulting in several product enhancements and feature additions.Used Support Tools such as but not limited to Jira, Slack, ZenDesk, TalkDesk, Lessonly, PlayVoxSupport Specialist

Managed all teams the Recreation department which included Cross Country, Guest Services, Rentals, Snow School, Tubing, Camps, Retail and GolfManaged different projects across the resort including but not limited to marketing, sales, staff development and customer experienceCreated backend sales products on the POS system RTP, as well as the online POS BotrowMigrated data from Botrow into our inhouse POS system, including but not limited to; customer profiles, business profiles, product profiles Created new revenue generating products for the resort that helped increase revenue by 30% in the summer monthsTrained and implemented customer experience training for all staff, which increased customer experience and satisfaction by 95% Generated reports for the accounting department from all the POS systems and migrated all the data into concise spreadsheets

Managed a staff team of up to 30 individualsHelped interview, hire, and train individuals on all aspects of the Guest Services. As well as assisted with interviewing, hiring and training for other areas in the Recreation DepartmentHelped coach and train staff members throughout their employment including but not limited to; training on the in house POS system, managing customer complaints and safety protocols with regard to COVID-19Oversaw payroll, staff scheduling, purchase orders, registration of products and customer needs. As well as implementing policies and procedures across different areas in the Recreation departmentAided as support to the Assistant Director of Recreation in several different area such as; communication with staff, dealing with customer needs, retail and inventory

Created programming and activities for individuals to do while at Camp.Coordinated staff training, acted as lead support to staff and customers.Organized logistics, led communications and contributed to customer satisfaction that helped generate returning customers.Supervised a staff team as well as campers.Created new protocols and procedures that aligned with COVID-19 guidelines.Completed registration, provided information on programs and procedures to clients.Prepare schedules for staff as well as activities weekly for campers.Was the first contact with customers and resolved any concerns.Dealt with staff concerns promptly and effectively.

Toronto, Ontario, Canada

• Approach customers during in-field campaign and offer information on benefits of clients' products and services, provide customer service support, and act as a liaison between clients and consumers.• Perform product demonstrations to educate consumers on clients' products and increase sales.• Managed in-field sales campaign including set-up of equipment, signage, and merchandise.• Lead training seminars for incoming staff.• Present products in a fun and professional manner and ensure positive consumer engagement with the brand.• Was in charge of scheduling for multiple events and staff members.• Assisted with seeking out new vendors and products to be pitched to clients.

• Manage administrative tasks supporting executive leadership and sales, marketing, finance, HR and operations areas.• Coordinate accounts payable, accounts receivable, payroll, vendor management, returns processing, customer relations, executive calendars and report generation and event planning.• Researched and rectified the root cause of business growth delays, and increasing customer satisfaction scores from 70% to an all-time high of 93%.• Helped introduce different business plans and models that increased revenue by 10%.• Replaced disparate processes and tools used for budgeting, payroll, purchasing and expense tracking with standardized solutions that improved financial controls and reporting accuracy enterprise-wide.• Controlled numerous multidisciplinary scheduling in an organized matter that allowed for customers to book and be informed with ease.

St. Catharines, Ontario, Canada

• Monitored, respond appropriately and consistently to student behavior such as; determine any violations of the residence agreement.• Supervise a staff team of 6-13 individuals such as; develop mentorship like relationships with staff, facilitate meetings, prepare and manage staff budgets, act as a resource to staff members.• Participate in after hours response systems such as; responsible for front line crisis management for a minimum of 2400 students.• Assisted with community development and planning such as; being a resource to residents, at as a mediator for situations between residents.• Maintained open communications and administrative duties such as; submitting paperwork, interaction with facilities team and assisting with move in and check outs.