Lea Silver Email & Phone Number

Victoria, Bc, Ca

Victoria, Bc, Ca

British Columbia, Canada

In this role I ensure service excellence by building sustainable processes, collaborating cross-functionally within the organization to define and overcome challenges and leverage customer data to track and improve customer happiness.- Develop loyalty and happiness initiatives to reduce churn in enterprise and e-commerce customer segments.- Manage retention programs, including automated emails, a Surprise and Delight program, product reviews and customer feedback.- Track and manage non-conformance and quality complaints through to resolution, working closely with the product, manufacturing and sales teams.- Identify, plan and execute strategic initiatives to improve the customer journey and operational efficiency.- Collaborate with other leaders from across the organization to problem solve and identify areas of growth.- Coach, train and manage a remote team of Customer Service Agents.- Represent the voice of the customer in strategic business planning settings.

British Columbia, Canada

In this role I built service systems from scratch to establish industry-leading and memorable customer experiences in a rapid-growth environment. - Established customer service procedures, policies and standards to provide a best-in-class service experience.- Implemented new technology to improve service delivery and tracking.- Managed a remote team of customer service associates.- Managed service to diverse clients across multiple business groups. - Developed, monitored and met departmental KPIs.

Victoria, Bc

IMAX is engineered to be different, and it is my job to make sure the community knows it. I want people to be as pumped as I am to see amazing films on the biggest screen in BC! I am responsible for all sales activities, including group bookings, promotions, third party vouchers and representing the theatre in the community. I also manage the extensive Membership Program, which is one of the largest and most successful membership programs in the Giant Screen community. This includes project management for annual sales, leading program operations, organizing special events, maintaining email communication with members and leading customer service. I also manage significant marketing activities, including all email marketing, manage the website and the organic social media community. I support film content programming, attend semi-annual industry conference, and support employee management as needed.During COVID-19, I initiated a series of live streams where I interviewed talent from the Giant Screen community as a way to safeguard consumer loyalty during the theatre’s closure. The streams were very successful and are being used a best practice within the theatre industry. I was also a part of the small team who created the theatre’s safety plan and reopening practices.

Nanaimo, Bc

Not every small business has communication rock stars on payroll. After identifying a service gap in the small business community, I started Roar Representation to support blossoming small business connect with impact through live marketing opportunities. As a specialist in brand communication, authentic sales practices, business networking and event marketing, I helped businesses engage with their communities and target audiences. I consider founding Roar Representation as my pseudo Masters in Business. It gave me the opportunity to try, fail and succeed as an entrepreneur, learning invaluable skills in strategic thinking, operations and marketing along the way.My highlights of 4 years as a small business owner include building a team of professional spokespeople, supplying conference representation in Vancouver and Toronto, initiating a successful legacy event for a small business as a marketing strategy and presenting as a communications expert to various professional groups including the VIU Masters of Business Program, Women in Business and Young Professionals Associations.

Victoria, Bc

I was responsible for the Foundation's business relationships within the Vancouver Island South Territory. I operated community engagement, media relations, corporate giving and donor relationship programs, including 8 Big Bike events, which is one of the foundations largest annual campaigns. I was the liaison for anyone who wanted to run a fundraising event in support of the Heart and Stroke Foundation within that territory. Worked with KPI's and campaign goals to exceeded previous years revenue. Managed a database of cold, warm and hot leads. I regularly presented learning sessions to community organizations about how to improve heart health and recognize signs of heart attack and stroke.

Nanaimo, B.C

Delighted customers with solutions for their jewelry needs! I worked to achieve daily and monthly KPI's and sale targets by implementing Zales sales strategies. I learned the intricate knowledge base of jewelry, including the knowledge required to help customers find their perfect engagement ring. I supported monthly inventories, building displays and maintain a clear shop floor.

Nanaimo, British Columbia, Canada

As the key customer service representative for this busy painting company, I responded to client's needs over the phone and through email, scheduled projects and estimates and followed through on billing. I also supported administration by coordinating payroll and updating project records.

Nanaimo, British Columbia

I coordinated Nanaimo-based youth programs under West Coast LEAF's youth education mandate. I was charged with community outreach to schools, representing the organization at community events and working with educators to fulfill their student's learning needs (including altering workshop structure or content). Responsible for recruiting a team of volunteers, providing an annual weekend training session, coordinating ongoing professional development and supervising volunteers while delivering workshops. The workshops were focused on topics such as: workplace rights, human rights, internet safety, consent, sexual assault, healthy relationships, discrimination, racism and pornography. Acted as facilitator on workshops.

Nanaimo, British Columbia, Canada

Supported Pye Design, an award-winning graphic design and marketing company, with administrative duties, internal marketing and client marketing activities. This included supporting client social media campaigns with content creation, maintaining Pye Design's online portfolio of work, supporting internal content creation by drafting blogs and coordinating trade show participation.

Nanaimo, Bc

I worked with Tarita's Travel Connections, a travel agency focussed on helping people with unique barriers access amazing travel opportunities, to engage the community on inclusive travel initiatives. This included offering community learning session and building community engagement strategies.

Nanaimo

I was the lead staff member on all communications, public relations and fundraising activities for Nanaimo Unique Kids Organization, a small non-profit organization who supports the learning of youth who face neurodevelopment difference. The core competencies of this role included event planning, grant writing, budgeting, marketing message development, promotional activities and administration. I acted as an ambassador in the community to increase awareness, garner support and build compassion for unique youth. I initiated the organization's presence on social media and supervised a MBA Student Co-op placement.

Nanaimo

I provided after school care for an eight year old girl in a private household. I was responsible for picking her up form school, providing snacks, helping with homework, planning active afternoon activities, and general health and well-being. I integrated unique learning opportunities through baking, gardening, art and outdoor activities.

Simon Fraser University, Burnaby, B.C.

As a key part of the New Student Enrollment team, I supported the planning of the Fall New Student Orientation at SFU’s Burnaby campus. This role required management of over 200 student volunteers, program development and event planning for a multi-day event with 1500 attendees. Through mentorship and coaching I worked closely with a small team of senior volunteers, participated in the interview process, designed the training for all volunteers and maintained communication with everyone through the program. Once my contract was complete, I was rehired in a part-time capacity to support the Spring Orientation program.

I am a graduate from the Communications program at Simon Fraser University with a Minor in Dialogue. I was a student of the Semester in Dialogue (http://www.sfu.ca/dialog/undergrad) in the Fall of 2011, approaching local issues on the topic of Religion, Spirituality, Contemplative Inquiry and Social Change. The Dialogue program develop my skills as a public speaker, facilitator and interpersonal communicator. My B.A. in Communications gave my technical writing, researching and media skills. My other academic focuses were in International Studies and Psychology.

Burnaby, B.C.

In this role I was responsible for the event planning of SFU's Burnaby Campus Week of Welcome, a transitional program that welcomes new and current students to campus at the beginning of every fall semester. As well, in this role I was the lead team member on all fundraising that was needed to support both Week of Welcome and New student Orientation, achieving $43,000 in sponsorships over 4 months.

Burnaby, B.C.

In this role, I was a part of the Outreach Team, who engaged with Burnaby residents dealing with homelessness, mental health issues and addiction. My primary responsibilities included volunteer coordination for in-house projects and community outreach, led fundraising activities and assisted walk-in clients. After my full-time contract was fulfilled, I continued in a volunteer capacity to initiate the organization’s social media presences and increase community awareness.

Parksville, B.C.

In this role I worked closely with a small team of staff and volunteers to maintain a heritage site and community museum. I assisted museum visitors, gave tours and represented the museum at community events. I also supported the re-branding of the Museum and Archives which included re-vamping all displays, creating new visual material, and working as a team to develop a new image and concept for the facilities.

Parksville, British Columbia, Canada

As the on shift supervisor at a busy Panago location, I was responsible for ensuring the kitchen was running smoothly, addressing customer complaints (in person and over the phone), organizing deliveries, authorizing refunds or compensation when needed, signing off on nightly cash outs and completing closing cleaning tasks. As the closing cook, I also took customer orders (in person and over the phone), built pizzas and prepared ingredients.

Bachelor Of Arts (B.A.), Communications, 3.5 Gpa

Certificate In Adult And Continuing Education, Adult And Continuing Education And Teaching

Minor- Dialogue, Semester In Dialogue

High School Diploma

Project Management Specialization (Coursera), Project Management

Coursera Specialization offered through the University of California, Irvine focussed on the basic principles of Project Management..