Brianna Luce Email & Phone Number

Park City, Utah, United States

San Francisco Bay Area

San Francisco Bay Area

-Manage team of 15-20 remote and in house Customer Support agents to ensure KPIs are met.-Interviewing, Hiring, and On boarding - responsible for screening, interviewing, hiring, and on boarding 15-20 seasonal Customer Support Agents to ensure a top tier candidate flow. -Training - redesigned the training for all CS agents to accommodate remote hires. -Project Management - responsible for delegating projects to CS agents based on skill set and need and training. -Accounts - work closely with Account Directors and Partner Strategy Managers to ensure all pricing for resorts is correctly accounted for, and Resort Partner satisfaction.-Resort Relationships - work directly with ski resort’s sales teams and ticketing teams confirming pricing, ticketing redemption, promotions, sales, customer satisfaction, training of resort employees, and general inquires.-Product/UX - submitted over 30+ bug reports to our Product Team, and served as a liaison between the Product/Engineering and the CS team to improve process, and to ensure a seamless customer experience. Integral part of UX/UI to redefine and improve user experience on the front and back end of the website. -White Label Customer Support - led the charge to set up a white label solution for our Resort Partners, managing the two largest accounts. -Training - Responsible for training all Customer Support agents and Resort Partners on policies and procedures.-Employee Development - Led weekly 1/1s with agents, biweekly training seminars to share internal knowledge of our platform, as well as skill development outside of Liftopia and Customer Support.

Findley Lake, Ny

I have worked multiple positions within the company from working in guest services and reservations, to working as a member of the terrain park crew.

South Lake Tahoe, Ca

Tutor for the subjects of managerial accounting, financial accounting, and general writing for all subjects. As a student ambassador I provided guidance for prospective and current students. I led prospective student tours, and provided assistance to students selecting courses and majors.

Twin Bridges, California, United States

Bachelor Of Science (Bs), Business Administration (Entrepreneurship)

Associate Of Arts (A.A.), International Business, General Business, Math And Science, Social Sciences, Humanities, And La, 3.8

Activities and Societies: Alpha Gamma Sigma Honor Society, Writing Tutor, Accounting Tutor, and Student Ambassador