Aquatics Supervisor

• Feb 2022 - Present

Customer Service Representative (Revenue)

• Jan 2021 - Feb 2022

- Receives queries by telephone, fax, letter mail, voice messages, and email relatedto utilities (gas, water, stormwater, water heater rental invoices, meter readings)finance loans, miscellaneous invoicing (e.g., furnace repairs), property taxation,and parking infraction notices- Maintains customer records by updating account information (e.g., address change,account name change, individual notes regarding call activity/resolutioninformation)- Maintains and updates information on CIS (e.g., ownership and occupancychanges, verify and update account information)- Processes payments by receiving cash, cheques, money orders, gift certificates, ordebit card transactions- Resolves customer service problems by clarifying the customer's issue;determining the cause of the problem; selecting and explaining the best solutionand process to solve the problem; and expediting correction or adjustment (e.g.,meter reads complaints, water leaks, high gas consumption, supplementary taxbills, and independent brokers).- Reconciles financial transactions and prepares daily balance sheets and depositsfor verification by the Remittance Processing Clerk; refers unresolveddiscrepancies to the Supervisor for resolution. Show less

Aquatics Clerk

• Jan 2017 - Jan 2021

-Provides front-line customer service at City Pool facilities -Uses recreation system software and point of sale software toregister patrons, process rental payments and sell merchandise or swimadmissions into pool and pay as you play programs-Creates and posts promotional materials for all leisure and aquatic programs-Provides administrative support to supervisor and program co-ordinators.

AQX Aquafit Instructor/Mentor/Assessor/Trainer

• Sep 2011 - Jan 2021

-Leads a variety of aqua fitness classes to the public-Mentor new instructors into the role through an established mentorship program-Assesses practical exams-Plans and leads training workshops and courses

Deck Supervisor

• Sep 2010 - Aug 2020

-Managed and oversaw guard teams in both instructional and recreational swim settings-Reviewed report cards, lesson plans, and daily reports-Maintained facility operations through pool checks, chemical balances, maintenance, and safety checks-Reviewed and operated aquatic equipment including water slides-Organized and presented information at seasonal staff training-Guarded recreational and organized swims of all sizes-Ensured the safety of all individuals within the facility and provide first aid when necessary Show less

Adapted Aquatics Volunteer Coordinator

• Sep 2014 - Aug 2019

-Recruited, engaged, and evaluated aquatics volunteers for integrated special needsaquatic programs/camps and ensures they are appropriately matched with a participant- Created and built relationships with community organizations to increasevolunteer base- Ensured volunteers were engaged through consistent and effective communication- Provided coaching and support to volunteers as needed- Coordinated seasonal training to provide volunteers with opportunities tostrengthen their knowledge and skills- Evaluated volunteers to provide improved volunteer/program fit and progress- Attended and participated in meetings and training sessions- Attended community events to promote current services- Responded to incoming volunteer inquiries Show less

Aquatics Supervisor

• Jun 2019 - Jan 2021

-Responsible for the development, scheduling and delivery of Aquatics programs and member engagement activities -Recruit, train, and mentor all staff and volunteer team members for the purpose of delivering excellence in customer service through Aquatics programs and services -Develop and maintain a fiscally responsible Aquatics budget -Work as an active member of the Branch Leadership Team with scheduled Team Leader shifts/responsibilities -Provide direct leadership in programs while modeling/ mentoring service excellence -Support and assist in the delivery of branch initiatives including Member and Volunteer Recognition and the Strong Kids Campaign -Ensure all lifeguards and swim instructors have current qualifications and certifications -Ensure the adequate staffing of the pools based on bather loads and The Community Pools Standards Act -Provide leadership to the Aquatic Team Leaders, Lifeguards, and Instructors -Organize and run advanced leadership courses annually -Ensure that program policies and procedures are implemented and monitored proactively -Effectively and efficiently communicate all departmental activities, programs and updates with the Branch Leadership Team and Membership Services Show less

Lunch Hour Supervisor

• May 2017 - Aug 2019