Experience

Vecova

• Canada
• Non-profit Organization Management
• 100 - 200 Employee

• Fund Development Manager

  • Oct 2023 - Present

• Aquatics, Health and Fitness Operations Manager

  • Mar 2022 - Oct 2023

• Aquatics, Health & Fitness Programs Assistant Manager

  • Oct 2021 - Mar 2022

• Recreation Customer Service Assistant Manager

  • Feb 2019 - Sep 2021



Mount Royal University

• Canada
• Higher Education
• 700 & Above Employee

• Recreation Customer Service Team Lead

  • Aug 2012 - Jul 2018

  Calgary, Canada Area Worked as part of the Customer Experience Team to provide an outstanding customer experience through the delivery of membership sales, program registrations, and facility access using the ActiveNet system. Coordinated all elements of a high volume and fast paced customer service centre to ensure a seamless operation for our customers. Main duties included: Staffing; conducted interviews, hiring, intake and training for a front-line student staff of ~25, including 6 senior staff. Provided… Show more Worked as part of the Customer Experience Team to provide an outstanding customer experience through the delivery of membership sales, program registrations, and facility access using the ActiveNet system. Coordinated all elements of a high volume and fast paced customer service centre to ensure a seamless operation for our customers. Main duties included: Staffing; conducted interviews, hiring, intake and training for a front-line student staff of ~25, including 6 senior staff. Provided continual coaching, mentoring & motivating through daily feedback and quarterly staff meetings. Approved timesheets and created a monthly schedule. Lockers; maintained ~1000 lockers through multiple spreadsheets of users and waitlists, utilized appropriate data and reports for recommendations to improve revenue & efficiencies, and was dedicated to having clear and concise communication with all lockers users. Assisted the with the operating budget through departmental planning, scheduling and membership revenue. Participated on a number of Recreation wide committees including: Work Culture, Employee Awards Night, and Teambuilding and Employee Development 4 Recreation. Other duties include: completed membership cancellations and extensions, aided in first aid incidents and resolved issues with difficult customers. Select Accomplishments Created the entire training manual for the customer service representatives, including in-hand workbooks and an online training site. Also, lead in creating all the training when we implemented a new computer system. Increased locker revenue by developing the new locker strategy and structure in our new computer system. In charge of setting everything up with the lockers in the new system, including increasing numbers in popular rooms and decreasing in rooms least popular. Increased our locker revenue and customer happiness due to shorter wait times. Show less



City of Calgary

• Canada
• Government Administration
• 700 & Above Employee

• Customer Service Representative

  • May 2012 - Aug 2012

  Calgary, Canada Area Worked in the Finance and Supply department at the Tax and Receivables customer service centre for a summer term. Maintained a professional and efficient work level while aiding customers with their tax inquiries. Worked under minimal supervision on a variety of tasks. Quickly learned and adapted to a variety of computer software.



The University of Lethbridge

• Canada
• Higher Education
• 700 & Above Employee

• Gymnastics Coach

  • Sep 2008 - Apr 2012

  Lethbridge, AB Coached a variety of ages/levels while working as a team with other coaches. Followed safety regulations to prevent injury and provide encouragement and support to help athletes reach their goals. Maintained a professional relationship with athletes, parents and coaches. * Head coach of the beginner and intermediate program. Responsibilities included training new coaches, coordinating classes and delegating tasks.



CIBC

• Canada
• Banking
• 700 & Above Employee

• Customer Service Representative

  • 2006 - 2012

  Edmonton and Calgary Responsibilities included maintaining and balancing cash holdings, identifying client needs and sales opportunities while processing transactions quickly and providing efficient service. Other duties include training new staff, answering phone calls and dealing efficiently with problems that arise. * In competition with all South Edmonton CIBCs I received Employee of the month due to 100% on all of my customer satisfaction surveys.