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
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
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