Brett Hart
Edmonton,AB
Summary
Strategic and results-oriented program manager with extensive experience in leading projects and initiatives within the City of Edmonton. Known for leveraging evidence-based decision-making to enhance organizational performance, process management and customer experience. Proven ability to lead multi-disciplinary teams through influence, ensuring alignment with strategic goals and effective project delivery. Skilled in managing politically sensitive projects and driving stakeholder engagement to foster involvement and support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
City of Edmonton
09.2021 - Current
- Project Manager of Service Notifications platform (my.edmonton.ca) which delivers parking ban notifications regarding snow clearing, street sweeping and micro-surfacing and paving to over 33,000 subscribers
- Created customer journey maps, service blueprints and other prototypes
- Support development and maintenance of customer data reporting tools or dashboards that help business areas turn data from insight to actionable improvements
- Support and consult on customer experience strategies to advance the City of Edmonton's digitalization approach
- Leverage project management approach by managing schedule, scope, activities and roles to achieve deliverables.
Admissions and Customer Service Team Lead
City of Edmonton
05.2015 - 09.2021
- Ensured excellent customer service by proactively managing staffing requirements including: supervising, hiring, assigning, training, coaching, mentoring and scheduling up to 50 full and part time staff across numerous recreation facilities
- Engaged and built diverse teams of highly motivated customer service staff through effective communication, problem solving, and relationship building
- Achieved effective and positive coordination & communication with facility operations staff
- Sought continued improvement to admission services through ongoing monitoring and enforcement of cash handling policies and other City procedures, while ensuring the efficient scheduling of staff within budget allowances
- Processed accurate financial adjustments, conducted site visits, audits, cash counts, and deposit verifications.
Member Experiences Program Manager
City of Edmonton
04.2019 - 05.2020
- Supervised and provided leadership to 6 Program Coordinators and 70 Member Experience Liaisons
- This included recruiting, training, coaching, conducting performance evaluations, and recognizing staff in order to ensure quality and consistency in program service delivery
- Developed and implemented action plans to meet member expectations, facility objectives, department mandates, and branch outcomes
- Developed and maintained relationships with stakeholders and partners to ensure efficient and successful delivery of programs throughout all recreation centres
- Addressed all member escalations related to admissions, memberships, and experiences
- Served as an effective liaison for Program and Events and other units, including Admissions & Customer Service and Application Management & Configuration.
Quality Service Initiative Project Manager
City of Edmonton
11.2017 - 02.2018
- Collaborated with the working committee to create a comprehensive training program with respect to branch staff delivering quality service to all customers & co-workers
- Ensured the training program was developed through an integrated, consultative and inclusive approach involving staff from a variety of outcome areas & aligned with the City of Edmonton Cultural Commitments
- Assembled and trained 20 quality service facilitators
- Delivered the training program to over 1400 staff with 95% positive feedback.
Customer Service Coordinator
City of Edmonton
05.2013 - 05.2015
- Hired, trained and supervised teams of highlighted motivated customer service employees
Bookings & Rentals Facilitator
Telus World of Science Edmonton
10.2012 - 04.2013
- Provided first class customer service to all recreation centres and attractions guests
Customer Service Representative
City of Edmonton
08.2012 - 04.2013
- Booked field trips, private rentals and special event access for thousands of guests
Education
Bachelor of Physical Education: Concentration in Active Living, Health, and Wellbeing -
University of Alberta
Edmonton, AB04.2012
Skills
- 12 years of experience with the City of Edmonton
- 8 years of supervisory experience, including a team of 76 staff
- 5 years of project management experience
- 3 years of service design experience
- Customer experience and change management leader
- Accomplished presenter and facilitator
- Expert organization and problem solving skills
Certification
- National Lifeguard & Aquatic Emergency Care - 2021
- Certified Group Fitness Instructor - 2020
Accomplishments
- University of Alberta First-Class Standing - 2012
- Academic All-Canadian - 2011 & 2012
- Golden Bears Track & Field Canada West Championships Competitor - 2009 & 2011
References
References available on request.
Timeline
Customer Experience Specialist
City of Edmonton
09.2021 - Current
Member Experiences Program Manager
City of Edmonton
04.2019 - 05.2020
Quality Service Initiative Project Manager
City of Edmonton
11.2017 - 02.2018
Admissions and Customer Service Team Lead
City of Edmonton
05.2015 - 09.2021
Customer Service Coordinator
City of Edmonton
05.2013 - 05.2015
Bookings & Rentals Facilitator
Telus World of Science Edmonton
10.2012 - 04.2013
Customer Service Representative
City of Edmonton
08.2012 - 04.2013
Bachelor of Physical Education: Concentration in Active Living, Health, and Wellbeing -
University of Alberta
- National Lifeguard & Aquatic Emergency Care - 2021
- Certified Group Fitness Instructor - 2020
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