Customer Service Supervisor

• Jan 2023 - Present

Customer Service Coordinator

• Nov 2021 - Jan 2023

• Assist Customer Service Manager with evaluating customer service systems and processes and overseeing all aspects of staff oversight to maintain an efficient positive work environment • Recruit, select, orient and train full-time leads and part-time staff alongside Customer Service Manager• Lead and organize staff trainings alongside Customer Service Manager • Scheduling of part-time customer service staff• Liaises with the Customer Service Manager in completing the bi-weekly payroll for part-time staff• Lead the Customer Service team to understand the expectations and objectives of Toronto Pan Am Sports Centre; assist managing performance of staff when needed• Act as liaison between Toronto Pan Am Sports Centre, City of Toronto, UTSC, CSIO and all other stakeholders to ensure efficient coordination and dissemination of information• Work alongside various departments (Fieldhouse, Aquatics, Events, Finance, Food and Beverage) for large-scale events occurring at the facility (i.e., logistics, deliverables, signages etc.) • Work alongside Fitness Centre department to ensure quality customer service for members and continuously seek to improve (i.e., revamping new member retention process, providing more communication to members for disruptions in facility like events, maintenance etc.).• Oversee membership renewals – record statistics on renewing members and membership cancellations then analyze data to find ways to improve members’ experiences at the facility Show less

Lead Customer Service Representative

• Aug 2018 - Nov 2021

• Mentor and motivate part time customer service staff• Supported part-time employees with de-escalating conflicts with difficult clientele• Act as an ambassador to users to the centre on behalf of the University of Toronto Scarborough (UTSC) and the City of Toronto• Resolve service problems• Listen to users’ feedback on their needs and suggestions and communicate solutions to management accordingly• Process and maintain memberships on EZ Facility• Register City of Toronto patrons in recreation programs and UTSC students and faculty on CLASS and Fusion respectively• Assist Customer Service Supervisor with recruiting, interviewing and training new staff• Assist Customer Service Supervisor and Manager in leading and organizing group staff trainings• Create schedules for various recreation activities for patrons and customer service department• Assist with Events, Sales, Fieldhouse and Aquatics departments in group tours and oversee with logistics regarding special events organization and access• Record monthly data on membership renewals and new membership retention in Excel Show less

Customer Service Representative

• Aug 2017 - Aug 2018

• Created an outstanding customer service environment for stakeholders and participated in delivery of services to members to ensure excellence• Communicated in a friendly, courteous manner when answering phones, emails and online chats, transferring calls and taking messages• Conducted facility tours• Accurately reconciled daily cash

Course Facilitator

• Jan 2022 - May 2022

• Supported student success and student learning experience • Tracked student success and ensured accountability within Peer Groups • Acted as a liaison between students, Facilitators, and OWH Team • Led the Peer Group Working Sessions to ensure that students are on track and felt supported with their projects • Developed and maintained a high level of engagement with the student learning community at OWH • Helped answer student questions related to the tech tools and platforms, as well as the overall learning journey and culminating Student Showcase • Provided additional support as needed such as attending Co-Working Time and Social Hours Show less

Office Administrator/Kinesiologist

• 2015 - 2018

• Spoke with patients and prepared them for therapy (i.e., ultrasound), demonstrate and work through exercises with patients • General administrative tasks such as booking patients, money managements (payments, deposits, balancing floats etc.), filing, inventory • Assisted with other office administrators and therapists when completing paperwork and payments to insurance companies (i.e., WSIB, motor vehicle accidents, extended health coverage etc.) • Assisted owners with the marketing of the clinic such as running statistics and promotional materials Show less

Intern, Commercial and General Operations

• 2017 - 2017

• Assist various departments for Rugby Canada and their upcoming events/initiatives - Marketing/Promotions – supporting around content created primarily for events and special initiatives (i.e. 2017 Americas Rugby Championships, #RiseAsOne Summer Series, Rugby World Cup Qualifier - Canada vs. USA) - Merchandising and National Team Kit - assisting, maintaining and tracking inventory for online store, various events, and national programs - Events/Competitions – assisting with operations, team services, volunteer management, etc. (i.e. 2017 Americas Rugby Championships, National University 7s) • Provided relief support to reception area Show less

Brand Ambassador - Hometown Hockey

• 2017 - 2017

• Surveyed patrons about Rogers and the festival • Oversaw activities happening in the Rogers Hub • Responded to fan inquiries about the Rogers Hub and Rogers products • Surveyed patrons about Rogers and the festival • Oversaw activities happening in the Rogers Hub • Responded to fan inquiries about the Rogers Hub and Rogers products

Game Day 50/50 Staff, Fundraiser, Jays Care Foundation

• 2017 - 2017

Brand Ambassador - Grey Cup Festival 2016

• 2016 - 2016

Grey Cup Festival 2016 - Toronto (November 25-26) • Greeted fans to participate in Freedom Mobile's activations • Dealt with fan inquiries and promoted activities (i.e. Score Predictor Contest, Plinko contest) Grey Cup Festival 2016 - Toronto (November 25-26) • Greeted fans to participate in Freedom Mobile's activations • Dealt with fan inquiries and promoted activities (i.e. Score Predictor Contest, Plinko contest)

Program Development Assistant (Intern)

• 2014 - 2015

Professional Placement experience at University of Toronto • Assisted department members of Volunteer Initiative Events and In Honours with their various projects/charity events for the foundation such as P2P and Heart Month • Accurately compiled and edited various files including research for potential projects and analyzed data/donation amounts etc. from events in Ontario and Canada using MS Office Suite (Word, Excel, Outlook, PowerPoint) Professional Placement experience at University of Toronto • Assisted department members of Volunteer Initiative Events and In Honours with their various projects/charity events for the foundation such as P2P and Heart Month • Accurately compiled and edited various files including research for potential projects and analyzed data/donation amounts etc. from events in Ontario and Canada using MS Office Suite (Word, Excel, Outlook, PowerPoint)