Paul Spensieri Email & Phone Number

I am responsible for the design, implementation, and monitoring of customer service delivery in the community recreation centres. I direct and lead over twenty staff, administer procedure development and implementation, and oversee recreation program registration and membership administration.Stepping into a new role and organization and being tasked with leading the largest team of my career to date posed a significant challenge. I was able to lean on my interpersonal, decision making, and leadership skills to navigate the transition and provide the Customer Service Team with the support and guidance required to deliver exceptional service to the Town's patrons.

I was responsible for developing the facility utilization plan, overseeing Canlan Etobicoke's facility rental portfolio, and managing the Customer Care Team. I directed and motivated the Programs, Leagues, and Customer Care departments to meet our facility revenue targets and provide an exceptional customer service experience.It was a disruptive couple of years in the Sport & Recreation industry due to the presence of COVID-19, which significantly impacted Canlan Sports' ability do deliver services. It was a difficult yet rewarding experience to lead the Customer Care Team as we worked towards reinvigorating the longstanding relationships between Canlan Etobicoke and the Etobicoke community. I was proud to have rebuilt the facility rental portfolio and reestablished relationships with the Etobicoke Community by the time that I had decided to pursued a new opportunity.

I managed and administered all aspects of the Affiliate League Program, which is a program that provides adult recreational hockey leagues across Canada with access to insurance, statistics and scheduling platforms, league administration consultation, and Hockey Canada membership. I worked closely with Hockey Canada and the member branches to grow the program consisting of over 200 leagues and 26,000 players.The biggest challenge was meeting the needs of the 200+ leagues that were part of the program; they all operated differently.My successes included remaining flexible to service the different needs of the leagues, increasing the number of players registered with the program by 5% on a year-to-year basis, and identifying areas for process improvements.

I ensured that my clients, such as Tim Hortons, BMW, and Best Buy, received the target audiences that they purchased by modifying their advertising campaigns when Corus made changes to its broadcast schedule. I also upsold advertising spots when additional inventory became available.Corus was experiencing extremely high levels of inventory sellout when I became a Sales Coordinator, which is good from an overall business standpoint, but also made it challenging to deliver on the guaranteed target audiences when changes to the broadcast schedule were made.I developed strong relationships with not only my clients but also my coworkers in the Revenue Management and Inventory Management departments. These relationships allowed me to facilitate creative solutions to inventory challenges, which led to the successful delivery of numerous of advertising campaigns.

I analyzed data to help predict consumer behaviour. Based on the findings, the Revenue Management team would optimally price Corus's broadcast advertising inventory to generate the maximum amount of revenue. I also created reports that provided accurate and actionable information to the Sales and Executive teams.I joined Corus when it was merging with Shaw Communications. There were many challenges that arose as a result of the changes in management and processes. My successes included operating with a very high level of attention to detail to deliver accurate information to a variety of internal stakeholders as well as displaying tact and negotiation skills when advising the Sales team on how to optimize their client’s advertising campaigns.

The Club At Bond Head

I managed the Pro Shop department by hiring, training, motivating, and supervising staff to deliver exceptional customer service and achieve merchandise revenue targets. I worked collaboratively with the Assistant Golf Professionals to resolve customer service issues and coordinate the day-to-day operations. It was the first season that The Club at Bond Head had changed from a fully private club to a semi-private club. It was a challenge to provide value to the members while also driving revenue by increasing public play.I trained the Pro Shop team to execute numerous public play sales promotions, which resulted in a record year for rounds played at the club.

O'Brien Group Arena

I executed large-scale sport and entertainment events by coordinating the day-to-day operations at O’Brien Icehouse in Melbourne, Australia. I was responsible for supervising over 40 staff members, resolving operational issues, and handling all customer complaints.It was a significant challenge to lead such a tight-knit group at a young age with minimal knowledge of the venue.I utilized tact and diplomacy when delegating tasks, which allowed me to gain the respect of the team and led to the successful delivery of numerous events.

Highland Gate Golf Club

I managed the Back Shop department by hiring, training, motivating, and supervising staff to deliver exceptional customer service. I assisted the Golf Professionals with tournament preparation and execution.

Budweiser Gardens

I increased Group Sales revenue by promoting and selling tickets for the London Lightning basketball team and numerous shows/events. I also assisted the Venue Operations team by performing various duties during the execution of events held at Budweiser Gardens.

Highland Gate Golf Club

I was responsible for daily course activities relating to operations, customer service, and merchandise sales.

Honours Specialization Kinesiology- Sports Management, Kinesiology And Exercise Science

The program incorporated business, law, organizational psychology, sociology and recreation to develop a broad understanding of physical.

Managing People: Essentials

The course provided the basis for strong people-management skills and the insight needed to understand, manage, and affect human.

Managing People: Advanced

Learnt how to develop a strong team through performance system design and management. Core Competencies: -Set team performance goals.