Brittany Klassen Email & Phone Number

St. Albert, Ab, Ca

St Albert, Alberta, Canada

In my current role, I manage and deliver successful in-person and virtual electronic gaming instructional training sessions (operational and technical) to internal and external stakeholders to enhance performance and increase product knowledge. I create effective learning experiences through curriculum and course content development, program delivery, online learning, and program evaluation within the assigned territory. I also manage session logistics and maintain positive relationships with staff members at external stakeholder locations. A couple of key accomplishments in this position include:Supported onsite training for all Casino staff at the Bear Hills Casino and provided operational training and support during the Casino’s soft opening and grand opening, leading to an very successful overall opening with competent staff. Facilitated onboarding and training for 30 new employees on general casino floor training and daily operations, including Casino Marketplace and Winners Edge, VLTs, iLink, and VLT accounting and reporting, Slot Data System (SDS), Alert Grid, Soft Count, and NRT.

St Albert, Alberta, Canada

With this company, I oversaw studio operations and manage a team of up to 12 employees, providing strong leadership, guidance, and coaching to achieve location-specific financial targets, including sales, membership growth, attrition, and overall studio revenue. I drove deliverables by executing scheduling, payroll, inventory management, membership sales, customer service, recruitment, training and development, lead generation, and event management.A few key accomplishments in this position include:Boosted studio EBIDTA by 230% within 3 months by fostering a performance driven culture, increasing sales, retaining members, and enforcing studio policies. Launched a successful onboarding and training program for Sales Associates, focusing on client intake experience, sales process, and customer care, which was later implemented across 7 corporate studios in Edmonton.Successfully met and exceeded sales targets 90% of the time.

Saskatoon, Saskatchewan

In this position, I led a team of 12 managers and employees, with P&L ownership and oversight of sales, inventory, operations, and customer service. I also executed the company’s mission, vision, and values by building a high-performing team and attracting, developing, and retaining top talent.A couple of key accomplishments in this position include:- Designed and implemented a training program for managers and employees, leading to an increase in member and employee retention, an improvement in culture and morale, and sales, profitability, and new member growth.- Built rapport and engaged with members, leading to a significant increase in client retention.

Edmonton, Alberta, Canada

As a District Manager, I headed 4 studios in Edmonton with members ranging from 350 - 900. I strategically partnered with Studio Managers, Head Coaches, and Director of Corporate Stores to drive sales growth and increase member retention and satisfaction. Additionally, I coached, trained, and supported the development of Studio Managers to deliver on staffing, operational, and customer service standards to achieve and exceed sales targets.A few key accomplishments in this position include:• Recruited, onboarded, and trained 5 Managers in Training, preparing them to successfully manage their own studios within a 3-to-6-month timeframe.• Initiated a training program for Managers in Training, contributing to onboarding and ongoing development by focusing on key aspects of their role, including sales processes, operations, administration, and member experience.• Managed pre-sales for a new studio and led a successful studio launch, including hiring, onboarding, and training new hires.

Beaumont, Alberta, Canada

With this organization, I managed a front-line team of 8 employees and flawlessly delivered an exceptional customer experience. I retained and deepened existing bank client relationships. I also executed staff scheduling, recruitment, onboarding, and training, and coached Customer Service Representatives leveraging best practices, policies, and procedures to handle customer inquiries, concerns, and complaints effectively, while engaging in negotiation and resolution as an escalation point.A key accomplishment in this position includes:• Implemented multiple new strategies within the branch to allow for optimal time management, cash management and the development of training policies and practices that work best in a small branch.

St Albert, Alberta, Canada

In this role, I designed and delivered training to all VLT Retailers with up to 25 VLTs throughout Northern Alberta in both one on one and group formats to support the operations of the VLT replacement project. I also facilitated internal in-person training for several departments, including Hotline Operators, Field Service Technicians, Finance, and Inspectors. A key accomplishment in this position includes:• Implemented effective offline training to remove old VLTs and install new ones, supporting business and operational needs within a tight timeline of 4-8 hours.