Kyle Lessard Email & Phone Number

- Lead a phone support team, supporting customers through outbound call back requests-Assisted with the creation, implementation, and launch of phone support- Build processes and policies for phone support- Build knowledge base resources and Zendesk Explore dashboards and reports for phone metrics- Data-driven with a deep understanding of Individual Contributor performance metrics- Coach and motivate direct reports to achieve or exceed department performance metrics such as Ticket Solves and Customer Satisfaction- Lead team meetings and provide up-to-date information to align with team and business objectives- CX Project Support Experience - Assisted with the creation, implementation, and launch of a live chat support channel - Tested out chat functionality in Zendesk - Built new processes and resources for CX agents - Delivered key results for chat around SLA, CSAT, agent experience, lead experience - First lead to deliver day-to-day results in chat shift responsibilities - Trained all Team Leads on day-to-day chat lead responsibilities - Manage scheduling for chat support - Identified an opportunity area for training in a live chat environment and used ChatGPT to build a basic instant messaging platform in 48 hours - Launched two Zendesk updates to the agent experience - guided play mode and agent workspace- Created an SLA Monitor Experience for IC growth and development- Previously Customer Support Specialist

Kitchener, Ontario, Canada

- Member of Faire’s Customer Experience Team providing exceptional customer support to all customers- Data-driven specialist with a deep understanding for Individual Contributor performance metrics- Consistently achieve or exceed department performance metrics such as Tickets per Hour, Utilization and Customer Satisfaction- Lead pod performance metrics through delivery, discussion and motivating the team at weekly team sync- Early member of the Europe launch team supporting Faire customs across the European market- Dedicated specialist to customs queue and EU Insider, while temporarily supporting the Faire Winter Market team- Owned the EU Markdown customer experience process from start to finish- Collaborate intra- and inter-departmentally on feature launches, policy/process improvements- Member of the hiring committee for North America and European candidates, member of the Core Values hiring committee- New hire trainer and onboarding partner as well as Core Values interviewer- Go-to peer resource for colleague questions, input on processes and policies, and tips for improving performance management- Recognize pain points in user/customer experience and report suggestions for improvement- Personally respond to 40+ customer inquiries daily via Zendesk ticketing platform- Respond to and resolve customer escalations in a calm, empathetic and timely manner- Quickly learned new systems and the marketplace to gain a deeper understanding and to best support our customers- Eager to learn and actively seek out opportunities

Kitchener, On

- Founder and creator of the KW Titans game day fan experience- Planned and executed all fan experience engagements each home game from start to finish- Managed a team of 20+ volunteers- Worked with corporate partners and company stakeholders to integrate their brand into game days- Coordinated with community partners and charity organizations via email, phone, and in-person to execute their promotional highlights and ensure their needs were met on game day- Collaborated with Marketing Manager on game day timelines, partnerships, print and digital materials, and activations- Assisted the organization in 40%-70% growth in game attendance year-to-year- Represented the organization at local meetings and events

Canada

- Member of Marriott International’s 15-person National (Canada) operations team- Responsible for stepping into managerial roles at at-risk Marriott properties across Canada for 1-4 months to drive revenue and customer satisfaction improvements- Learn new property management systems and teach direct reports on these new systems- Join and lead new teams at each at-risk Marriott property- Conduct analysis of systems and processes for improvement at at-risk Marriott properties and implemented four unique programs- Personally respond to 50+ customer inquiries daily via mobile chat, phone, email, and in person- Respond to and resolve customer escalations in a calm, empathetic and timely manner- Championed North American-wide Marriott initiative to adopt digital POS systems - Managed 300+ customer accounts through digital contract completion to achieve full POS system transition in 3 months, ahead of project deadline- Individually achieved 76% digital contract completion of managed customer accounts in Q4 and an additional 50% digital contract completion in 3 weeks of Q1- Contributed to a 10% increase in participation agreement completion and 14% increase in ACH completion- Create and analyze reports, manage customer profiles through Salesforce► Proficiency using Marriott's Property Management Systems (Opera, Lightspeed, FSPMS)► Support Front Office operations across multiple brands including Delta, JW Marriott, Sheraton► Remote project support for The Americas (Chip and Pin)

Waterloo, On

- Delta Hotels by Marriott Waterloo- Managed a team of 10-15 associates- Planned and executed quarterly department meetings to align and motivate team- Developed action and incentive plans for customer service associates to achieve department goals and team success (team exceeded upsell goal 10/12 months)- Consistently scored Top 10 in Eastern Canada (full service properties) in customer satisfaction metrics- Maximized revenues through forecasting, inventory balancing, and analyzing and processing all reservations- Analyzed customer satisfaction metrics to identify trends and opportunities- Responsible for department labour tracking and other budget/financials as needed- Assisted the Sales and Marketing team as first point of contact on client arrival and generated ideas to exceed client experience- Personally handled customer escalations from start to finish in a timely and empathetic manner

Waterloo, Ontario, Canada

- Delta Hotels by Marriott Waterloo- Responsible for the Front Office department as Manager on Duty- Led department incentive programs- Responded to and resolved customer questions, concerns and escalations- Led the employee health and wellbeing committee

- Delta Hotels by Marriott Waterloo- Performed daily customer check-in and check-out procedures- Responded to and resolved customer questions and concerns

Toronto, On

• Created program timelines and communicated these with partners and groups in preparation for seamless game operations• Led and supervised game crew and youth volunteers on game day by delegating tasks and ensuring game day timelines were met• Completed pre-game, half-time and post-game activities in order to provide exceptional customer service to our fans and partnerships• Previous title of “Toronto FC Game Crew”, promoted in April 2016 after demonstrating consistent standout performance as game crew

Vaughan, Ontario

• Demonstrated exceptional customer service and marketing strategies in order to improve athlete retention • Led a variety of exercise techniques in order to improve agility and stamina of athletes including: periodization training, plyometrics drills, incline and over-speed treadmill exercises, on-field drills, and strength exercises• Monitored health and safety of individuals during training