AIMEE VANDERVENNEN

• Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Led tours of facility to show prospects amenities and other benefits of membership.
• Promptly responded to inquiries and requests from prospective customers.
• Trained new personnel regarding company operations, policies and services.
• Helped members navigate systems, collected payment for services and resolve different concerns.
• Sought ways to improve processes and services provided.

• Led a team adaptively through the COVID-19 pandemic, maintaining morale and operational continuity.
• Drove membership growth through strategic engagement initiatives,
  significantly expanding community reach.
• Fostered a collaborative team environment, enhancing staff cohesion and performance.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Created online training materials and conducted bi-monthly video group trainings on Teams for all new staff as apart of onboarding process.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Collaborated with other departments to ensure alignment of goals across teams.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service and respect for company policies.
• Participated in regular meetings with senior leadership to provide updates on team progress.

• Ensured compliance with company policies related to safety, security, and privacy regulations.
• Supported implementation of ever changing Provincial policies during COVID-19 Pandemic.
• Developed, organized and delivered training sessions for all employees on new CRM database and departmental best practices.
• Provided leadership, training, insight and mentoring to newly hired employees to supply knowledge of various brach programs and processes.
• Supported various membership engagement events; ie. wine & cheese night, holiday scavenger hunts, heart wall, and fitness challenges.

• Assisted the Membership Sales Supervisor with training, coaching, and recognition of volunteers and staff
• Monitored the commitment to service excellence by role modelling and maintaining YMCA customer service standards
• Responsible for the over-all security of all cash and credit transactions for the Membership Sales and Service area
• Promoted the benefits of membership to existing and potential members
• Developed relationships to enhance service levels and member appreciation of value
• Implemented and practiced effective health, safety, security and risk management policies and procedures
• Contributed as a member of the leadership team in the operation of the Centre
• Served as the Building Supervisor/Duty Manager as required
• Provided leadership with the Strong Kids Campaign and helped in raising $5,000 at the spin-a-thon event.

• Assisted in acquisition and sales of new members, as well as built relationships with existing members to promote retention while delivering exemplary customer service.
• Maintained knowledge of programs and facility details to share with new an existing members.
• Provided a safe and well maintained exercise space which was accessible to all people, upheld policy, and de-escalate conflicts professionally when needed.

Within Postal Outlet:

• Provided leadership and training to newly hired employees to supply knowledge of department programs and processes.
• Monitored stock levels and identified ordering needs and audited incoming shipments against purchase orders to verify accuracy and quality standards are met.
• Ensured compliance with company policies related to safety, security, and privacy regulations.

Within store:

• Safely and securely opened and closed store as one of the Key Holders
• Provided excellent customer service as a cashier.
• Supported Sales team with Supervisory overrides and resolution of customer conflicts.

• I worked for ILHS from 2008- 2011 and then again from 2014-2015. I worked mostly on call, but did hold a few short term, full time contracts as well.
• Delivered all levels of personal and home care in a safe and respectful manner to the clients that lived in each of the seven houses.
• Supported many clients with diverse abilities ensuring they could live a fulfilled life within their local communities.
• I was able to work efficiently in a team or by myself and had to keep a detailed log of all activities daily.

• Securely collected and stored all documents, traffic violations, and accident reports that were delivered to the department.
• Operated various office equipment such as Microfische scanners, printers.
• Maintained data spreadsheet and organizing incoming requests.

• Assisted the general public by responding to general enquiries regarding driver licensing
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Maintained accurate records of customer interactions for future reference.
• Worked closely with other departments within the driver licensing business area to provide assistance to ICBC customers
• Assisted customers to schedule driving road tests and appointments, as well as resolving licensing conflicts with the Road Safety BC.
• Received a Word Class Distinction for excellent customer service