James Van Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

SHAPE Customer Care focuses on delivering five-star customer experiences, minding the details, and looking ahead to make our homeowner’s lives as easy as possible.Responsible to personalized customer service for homeowners when conducting quality control inspections, homeowner orientation tours, and key pick-up appointments. Making a lasting impression to represent the brand. Planned logistics and executed item placement in tower with 500+ units with a strict deadline.Part of the social committee of the team. Always pushing for teamwork and having full attendance on all team events no matter how small or large.

Vancouver, British Columbia, Canada

Fairmont Pacific Rim – Vancouver's definitive luxury hotel – rated the World’s Best Business Hotel by Condé Nast Traveler readers and the #1 City hotel in Canada by Travel + Leisure. Proud recipient of the Forbes Travel Guide Five-Star and CAA/AAA Five Diamond RatingManaged Fairmont Gold guests of 58 hotel rooms and suites and the private lounge daily, with duties including helping customers for concierge, hotel reservations, housekeeping, miscellaneous requests, and all guest conflicts and solutions for Fairmont Gold. Actively listening, find solution, take action, and then follow up are the four core steps that I use to ensure that the service standards are always beyond expectations.Part of the Direct Line Committee to directly discuss with general manager points of improvements for the Fairmont Gold department and the hotel.Utilized OPERA management systems for guests in hotel. Utilized Birchstreet application for procurement of all F&B and miscellaneous items for the Fairmont Gold lounge.

Burnaby, British Columbia, Canada

TELUS – Together we can make a difference. A telecommunications company that focuses on customer service and giving back to the communities that they impact. Applied customer service concepts to IT verbiage to improve user experience for clients. Finished an above average of 5+ jobs daily. Not every home is the same and not every setup is the same. Skills included low voltage and fiber networking, analytical thinking, and creative problem solving.Promoted to positions of increased responsibility given strong people and technical skills. Recruited to instruct other techs on sales approaches and techniques in the field. Also instructed new Digital Home Technicians on Wi-Fi, low voltage, and fiber installation and troubleshooting. Focused on continued relationships with the trainees and other techs to be that helping hand as it takes true field experience to learn all the little tricks of the trade for telecommunication installation and troubleshooting.

Burnaby, British Columbia, Canada

Third group of a new department known as Digital Home Technicians. Installed and repaired low voltage telecom services for customers in the lower mainland. Troubleshooted Wi-Fi, IPTV, home phone, and internet stability and connection. Maintained a 100% L2R (Likelihood-2-Recommend TELUS as a brand) rating as well as above 95% scorecard for customer service feedback.One of the top 10 sales technicians on the field for customer upgrades and new services for the team. Worked hard to learn all the ins and outs of the services TELUS had to offer to achieve this.

Vancouver, British Columbia, Canada

Responsible for a team of 15 with an average of 300+ calls a day. Maintained labour KBI even though we trained the department to go from answering and transferring calls to answering and then owning every phone call. This new change entailed the department to gain new understanding of all the departments in the hotel. Entrusted with scheduling, performance reviews, one on ones, mentoring, and the training for the department. Gained the trust of my team as an approachable leader and mentor to develop them to their next step in life and career. Increased the colleague engagement score from 75% to 96% year over year.Utilized Watson & Time and Attendance for scheduling and payroll, OPERA management for guest and reservation management, Sysco VOIP phone for the call center management, and an internal Royal Service Manager for ticketing management system.

Vancouver, British Columbia, Canada

Responsible to uphold the highest standards of customer expectations on the private Fairmont Gold lounge floor. Supervised the lounge and Fairmont Gold attendants. Personalized front desk, concierge, conflict resolution, and food and beverage services to all Fairmont Gold guests.Part of the Employee Recognition committee to represent Fairmont Gold as well as the hotel to acknowledge fellow peers throughout the hotel.Proudly accepted the Employee of the Month and runner up for the Employee of the Year for 2013.

Vancouver, British Columbia, Canada

Learning and understanding of the heart of the hotel operations and how the Housekeeping team works with the company as one unit. Gained an eye for attention to detail as the main focus of a hotel is the cleanliness of the presentation of the room.