Zendesk
Alana Bodi
Senior Support And Training Manager
Kingston,ON
Summary
Resourceful manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Encouraging manager, trainer and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations skills. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Senior Support Manager
MaxSold
Kingston, ON
03.2023 - 12.2023
- Monitored employee and customer interactions to assess quality of service.
- Coached a team of managers through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Created, prepared, and delivered reports to various departments.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Senior Training Manager
MaxSold
Kingston, ON
10.2021 - 03.2023
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed departmental systems and procedures to better align workflow processes.
Senior Operations Manager
MaxSold
Kingston, ON
05.2018 - 10.2021
- Provided primary customer support to internal and external customers.
- Resolved concerns with services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls and emails with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Surpassed customer call guidelines for service levels, handle time and productivity.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Assistant Store Manager, Merchandising
American Eagle Outfitters, Inc
Kingston, ON
09.2019 - 03.2020
- Managed all visual directives. Ensured all floorsets were properly planned, mapped, scheduled and executed within allotted timeframe.
- Evaluated store sales and payroll goals on a daily basis using payroll reports and tools, to make real-time strategic business decisions to drive results while making scheduling adjustments to meet business needs.
- Coached sales associates in product specifications, sales incentives, and selling techniques.
- Prepared documents for internal and external audits.
Technical Support Specialist
Nordia
Peterborough, ON
09.2016 - 06.2017
- Resolved customers technical issues with their smartphones and home internet modems.
- Promoted effective customer service by ensuring that customer's needs were satisfied before disconnecting the call.
- Surpassed team goals in metrics such as call handle time, first-call resolution, and customer satisfaction.
- Consistently ranked in the top 25% of agents in the tech support department.
Landscape Laborer
Fleming College - Frost Campus
Lindsay, ON
2016.05 - 2016.08
- Maintained campus by trimming, weeding, general clean-up, and performing weekly groundskeeping and building maintenance.
- Operated landscaping equipment with focus on safety and machine longevity.
- Mowed lawns using self-propelled and riding mowers.
- Removed weeds, hazards, and debris from common pathways to improve usability.
Sales Associate
Stokes
Pointe-Claire, QC
2009.10 - 2014.12
- Promoted in 2013 to Key-holder position.
- Experienced and comfortable with opening and closing cashes, preparing deposits and completing daily paperwork.
- Contributed to the surpassing of objective sales.
- Maintained a clean and aesthetically pleasing store.
- Aided in the training and familiarizing of new employees.
- Received and organized inventory under time constraints.
Education
Ontario College Graduate Certificate - Geographic Information Systems
Fleming College
Lindsay 09.2017 - 06.2018
Ontario College Diploma - Ecosystem Management Technician
Fleming College
Lindsay, ON 01.2015 - 06.2016
Skills
Staff training, development and mentoring
Strategic planning
Document management
Effective leader and team builder
Customer service understanding
Software
Learning Management Systems
Atlassian
Slack
Customer Relationship Management
Timeline
Senior Support Manager
MaxSold
03.2023 - 12.2023
Senior Training Manager
MaxSold
10.2021 - 03.2023
Assistant Store Manager, Merchandising
American Eagle Outfitters, Inc
09.2019 - 03.2020
Senior Operations Manager
MaxSold
05.2018 - 10.2021
Ontario College Graduate Certificate - Geographic Information Systems
Fleming College
09.2017 - 06.2018
Technical Support Specialist
Nordia
09.2016 - 06.2017
Landscape Laborer
Fleming College - Frost Campus
2016.05 - 2016.08
Ontario College Diploma - Ecosystem Management Technician
Fleming College
01.2015 - 06.2016
Sales Associate
Stokes
2009.10 - 2014.12