Experience

Municipality of Clarington

• Canada
• Government Administration
• 100 - 200 Employee

• Customer Services Coordinator

  • Jan 2018 - Present

  -Supervise a team of 6 full-time (5 unionized) and 25-35 part-time staff-Oversee the operations of the Customer Services division including: customer services desks and pro shops at community centre locations (5); Access to Recreation program (fee assistance and subsidy), member of A.A.A.R.D.; Facility and field allocation and permitting, member of C.O.F.C.A.-Develop operating procedures and processes with adherence to corporate policy-Determine adequate customer service staffing levels-Approve payroll and vacation for full-time union and part-time staff using ADP Payroll software-Manage and oversee all aspects of facility and outdoor field allocation and permitting-Liaise with community sport partners and stakeholders-Oversee the facility user liability insurance program-Track completion of on-going corporate and job training-Previously responsible for coordination of the quarterly Rec and Leisure Guide (no longer in production)-Oversight of general registration and facility information web pages to ensure accuracy-Responsible for administration of session dates and annual operational hours-Oversee database maintenance in ACTIVE Net and act as a resource-Plan, coordinate and deliver training and ongoing functional support to Customer Service Representatives and Clerks-Respond to escalated customer inquiries and complaints. Resolve, redirect, or escalate issues as appropriate-Lead and manage working groups to meet annual goals and projects related to the departmental work plans-Monitor and report on departmental metrics relating to all areas in the department, including registration, permitting, memberships, POS, etc. -Oversee the financial reconciliations for all areas of customer service-Reconcile budgetary discrepancies and request journal entries as necessary-Produce the annual customer service budget-Manage and report on the customer service budget using FMW financial reporting software-Reporting and payment to Entandem (SOCAN and Resound) Show less

• Aquatics Coordinator (acting)

  • May 2017 - Dec 2017

  Oversee the Aquatics division, directly supervise a team of full-time and part-time staff and oversee the operations of municipal pools (3 permanent locations, 1 seasonal operation).

• Recreation Programmer

  • Dec 2008 - Apr 2017

  -Plan, implement and oversee programs for pre-school/school age children, youth and adults-Hire, train, schedule, supervise, develop and evaluate part-time staff team -Compose content and edit drafts of the quarterly ‘Community Recreation & Leisure Guide’-Program and camp registration, creation, maintenance and rollover using CLASS -Involved in program budgeting, marketing and promotion-Effectively manage concerns and problem-solve in a fast paced, dynamic, customer service focused environment-Responsible for recruitment, organization and supervision of volunteers, event preparation, event marketing, and overall event management-Oversaw the implementation and creation of integrated programming for children with special needs-Corporate wide Accessibility Committee member Show less

• Concession Supervisor (temporary)

  • 2017 - 2017

  Appointed to temporarily oversee a struggling team and bring leadership to a much needed area. Short term assignment where I had the opportunity to have a great positive impact on a fantastic team and put practices and procedures into place. Oversee the operations of 3 community centre concession stands offering full service hot food, beverages and snacks. Responsible for reconciling all cash deposits and bank deposits, including processing journal entries as required. Ensure proper food safety practices exceeding Public Health standards are in place. Ordering and maintaining inventory of product to avoid waste. Training, developing and mentoring part-time staff. Show less

• Aquatics Coordinator (temporary)

  • Mar 2014 - Jul 2014

  -Selected by the Recreation Services Manager to oversee the aquatic portfolio during a short term leave-Supervisor of full and part time employees-Responsible for the programming and staffing of three indoor aquatic facilities, as well as an outdoor pool



lululemon

• Canada
• Retail
• 700 & Above Employee

• Educator

  • 2008 - 2012

  From lululemon.com THE MISSION OF AN EDUCATOR (the Role): Educators at lululemon athletica do just that! They educate! Their main role is to effectively educate our guests on the fabrics, features, fit and function of our product, our culture and the communities we belong to. By educating guests we empower them to make decisions for themselves based on the facts that we offer them. By doing this, the guesswork is taken out of shopping for customers, and a ‘Wow! It’s You!’ guest experience is created, leaving customers with the knowledge to educate others on behalf of lululemon athletica. Authentic conversations are key to delivering the ultimate guest experience by relaying your experiences with lululemon products to the guest. Involvement in teamwork is highly emphasized and the focus is placed on turning a ‘no’ into a ‘yes’ whenever possible. Show less



Wilfrid Laurier University

• Canada
• Higher Education
• 700 & Above Employee

• Customer Service Representative

  • 2006 - 2008

  Responsible for creating a positive, clean and inviting facility for users Awarded the prestigious Outstanding Customer Service Award by the Wilfrid Laurier University Athletics Department in recognition of providing outstanding customer service and continually representing and upholding the values of the department Responsible for creating a positive, clean and inviting facility for users Awarded the prestigious Outstanding Customer Service Award by the Wilfrid Laurier University Athletics Department in recognition of providing outstanding customer service and continually representing and upholding the values of the department