Justin Wellman Email & Phone Number

Bend, Or, Us

Seventh Mountain Resort

Come out and play! We raft, SUP, bike, ice skate and various other activities.

Seventh Mountain Resort

Provide safe and entertaining whitewater rafting tours on class III and IV rapids. Provide information on the areas geology, ecology and other recreation opportunities. Establish a positive relationship with guests to create a memorable experience as a value added service of the resort.

Work with resort departments to ensure adequate inventory levels to meet business demand while balancing the needs of the business to reduce cash being tied up in inventory.

Develop, support and manage a call center team to balance the needs of the customer and company. Recognize employees that are living the values and ensuring we are providing service to help our customers build richer relationships and networks with the people and things that matter to them most.

Promoted to supervisor to improve customer service and provide leadership to dock and driver personnel. Provide training and supervision to 15 dock hands. Created a priority list based on customers' expectations to improve efficiency of dock tasks. Improved raft rental sales by 13% by offering a new raft product for larger groups. Worked with shuttle drivers on improving the post trip experience for the customer by; minimizing waiting time, improving shuttle environment and reduction of mechanical malfunctions. Prepared a SWOT analysis to identify areas of improvement for next season and determine a long range plan for marina operations.

Build customer loyalty by providing a quality river experience that creates lifelong memories and upholds an immaculate safety record. Lead trips for groups up to 100 guests and expeditions lasting up to 21 days. Instruct 14 day guide training schools. Manage crews of up to 20 staff. Qualified guide on 9 rivers up to class 5 whitewater. Below is a list of companies:Seventh Mountain ResortSun Country ToursWild Water AdventuresOregon State Rec Program

Provide whitewater rafting trips on the Upper Klamath and Owyhee Rivers. Responsible for all aspects of operations:Preseason negotiations of sales contracts, government special use permits and insurance.Implement marketing strategies to generate sales.Created and maintained websites to perform in search engines. Work with customers to create specialized trips.Train and schedule staff to provide safe and memorable rafting experiences.Created budgets for daily operations and capital improvement.

Responsible for on boarding new call center associates, developing training materials, testing comprehension, measuring customer service and improving department efficiencies.Implemented analysis of home service calls to identify areas of training. Reduced unneeded service calls by 18% over 6 months, saving thousands of dollars and improving service call response times. Developed and delivered training curriculum to technical support team of 23 phone representatives.Held a weekly team meeting to communicate upcoming changes, analyze weekly metrics, and provide training.Interviewed new candidates and administered basic pre hire computer skills test.Provided weekly coaching and initiated progressive discipline when needed.

Provided telephone, email and chat technical support to business and residential customers. Resolved technical issues for CATV, VOIP, high speed internet, networking, email and webhosting. Provided tier 1 and tier 2 technical support.Met and exceeded all performance measures during weekly reviews. Completed all levels of certification before deadline with honors.Provided support for both Windows and Macintosh operating systems.Created new accounts, provisioned hardware and kept necessary records.

Supervised retail staff, sales associates, schedulers, guides and shuttle drivers for rafting operations on 4 rivers. Ensured opening and closing procedures were completed.Audited cash register reports and prepared nightly drop.Displayed and restocked retail merchandise. Conducted monthly inventory.Trained sales staff on proprietary reservation software and key verbiage to increase sales.Resolved customer complaints.

Managed staff of 18 cashiers in 3 lodges, 4 season pass agents, and 2 supervisors.Handled over 40% of the resorts revenue and provided the necessary over and short reports to the controller.Created labor and supply budgets for annual operations.Handled guest service issues, complaints and refunds.Created a database system for tracking the guest locker room rentals.Worked with Marketing Director and Group Sales Manager to create specialized tickets for VIP groups.Developed cashier training program for new ticketing software.Created cashier user profiles and assigned appropriate security access.Set up computer network at trade shows.

Delivered food product to 6 restaurants, 4 espresso bars and 2 lounges located in 4 lodges.Received and stored retail product.Supervised a team of 6 warehouseman.Used proprietary software to completed inventory, pars and ordering of over 1 million dollars in food product.Received retail goods and documented delivery to the retail outlets.