Communications Coordinator

• Oct 2023 - Present

Assistant Manager

• Apr 2023 - Oct 2023

In this leadership position, I am responsible for the performance development, management, and coaching of 32 Customer Service Centre staff. This includes providing analysis and reports on the Customer Service Centre’s performance to Senior Management, and being efficient in updating external and internal webpages to assist customers and agents.

Schedule Coordinator

• Nov 2022 - Oct 2023

As the Schedule Coordinator, my role is to ensure the accurate and timely scheduling of over 120 employees within BC Ferries' high volume and fast-paced Customer Service Centre. Working in a unionized environment, I make sure that staff planning and scheduling is in accordance with the Collective Agreement, while also meeting service level objectives.I am constantly analyzing call centre metrics to identify trends and changes in call patterns. Using my expertise, I develop strategies that match staffing with service level goals, ensuring that our customers receive the best possible service. My findings and recommendations are presented to management, as we work collaboratively to optimize our workforce and resources.I am also responsible for processing timesheets and ensuring that payroll is completed accurately and on time. My attention to detail is crucial in making sure that our employees are paid promptly and correctly. Show less

Operations Security Centre (OSC) Customer Relations Advisor

• Sep 2021 - Nov 2022

This position started as a pilot project and is directly responsible for developing and coordinating operational communications strategy and content for BC Ferries. Since beginning, I: Improved both external and internal communications practices and strategy, both reactive and proactive, and provided strategic communications advice to senior leaders. As a result, the overall communications strategy has become more effective, and we are better equipped to manage and respond to customer inquiries and concerns.Became well-versed with CSC operations and metrics, and I am able to develop and recommend strategies that improve customer and employee experience. By analyzing customer feedback, I have been able to identify areas of improvement and make recommendations to management.As part of my role, I provided continual coaching and feedback to agents, identifying opportunities to improve performance and efficiencies through positive and constructive communication. By doing so, I have helped to create a supportive and motivated team that is dedicated to providing excellent customer service. Show less

Customer Service & Social Media Representative

• Aug 2020 - Sep 2021

As a Customer Service and Social Media Representative, I took pride in consistently exceeding company metrics and being a top performer with call handle time, customer satisfaction rate, and productivity standards.As a leader on the Social Media team, I was responsible for training and coaching several new employees and updating reference content, including response templates and style guides. By doing so, I contributed to a supportive and motivated team that is dedicated to providing excellent customer service and creating engaging communications content on multiple social media platforms.I have also created engaging communications content on multiple social media platforms, including Twitter, Facebook, and Instagram. Through my efforts, there has been an improved brand recognition and increase in followers year-over-year. Show less

Web Project Designer

• Sep 2018 - Aug 2020

As Web Project Designer, I am experienced with the StoryBrand model, which creates purpose driven content that is proven to increase conversion rates. By understanding the unique needs of each client, I was able to create custom designs that improve the overall user experience and help drive traffic to their website. I take pride in designing beautiful websites, logos, and infographics, that not only look great but also improve the customer experience. By utilizing search engine optimized (SEO) text, I am able to create content that is not only visually appealing but also improves the client's site visits. By analyzing user behavior and website metrics, I am able to make data-driven recommendations that help to further optimize the client's website. Show less

Administrative Telecommunications Officer

• May 2019 - Sep 2019

As a non-emergency call taker and Administrator for the North Island RCMP, I honed my skills in time management and multitasking, while handling a high volume of sensitive information and confidential matters. With my attention to detail and ability to maintain a calm demeanor, I ensured that each call was handled efficiently and professionally. My dedication to my work was recognized when I was nominated for the silent hero award, reflecting my strong work ethic and reliability. As an integral part of the team, I always went above and beyond to ensure that the needs of the RCMP and the public were met. Through my strong communication skills and ability to handle difficult situations, I earned the respect and trust of my colleagues. Show less

Lifeguard

• Sep 2016 - May 2017

As a lifeguard, I was passionate about ensuring the safety and well-being of everyone at the pool. With my extensive training and experience, I am skilled in identifying potential hazards, responding to emergencies, and providing first aid and CPR if needed. I recognized the importance of clear communication and teamwork, and worked closely with other lifeguards, pool staff, and management to ensure a safe and enjoyable experience for all patrons. Whether monitoring the pool area, performing first aid, or assisting patrons with questions, I was always focused on providing the highest level of customer service and care. Show less