BRITTANY ELLENSON

• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
• Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
• Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.

• Developed a deep understanding of how the OMERS pension plans are administered to provide accurate and timely support
• The first point of contact to service member calls and digital channel inquiries.
• Provided sound judgement, and ensured information was relayed accurately and in a positive and courteous manner.
• Handled a variety of inquiries, which included resolving any escalated issues.
• Analyzed data to identify issues and problem solve appropriately.
• Maintain productivity standards, service levels, and a high degree of member satisfaction
• Identified ways to streamline processes and work more effectively across our team to better serve our members
• Worked collaboratively with peers by sharing information and communicating in an open, honest, and professional manner
• Consistently exceeded target member satisfaction goals.
• Upheld and demonstrated OMERS vision and core values while developing a good rapport with internal teams as well as with our employers, members, and financial institutions.
• Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
• Efficiently processed retirement estimates daily for members.
• Assisted in the growth and learning of Member Experience by supporting new hires during coaching sessions
• Promote compliance to the OMERS Pension Plan, Pension Benefits Act, Income Tax Act, and Employment Standards Act.

• Worked as a Supervisor & Team Lead overseeing Cars, Grounds, Hotels & Travel Experience departments.

• Manage the operational activities of a team of over 15 agents; train and motivate the
team towards achieving goals and a safe work environment.
• Implement cost-effective strategies to direct operations and resolve problems
efficiently while fostering compliance with standard policies and procedures within
the department.
• Deliver one-on-one coaching and coordinate meetings with all agents to address
SLAs, wins, and improvement opportunities.
• Improve customer satisfaction and loyalty by providing creative solutions to resolve
escalated customer complaints.
• Facilitate problem-solving, effectively handling escalated issues and complicated
situations while supporting strategic decision-making and driving efficiency,
productivity, and revenue growth.

• Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
• Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to Canadian Aviation regulations.
• Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
• Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
• Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
• Escorted passengers to and from aircraft as needed, ensured the execution of proper security screening and prepared passengers and aircraft for takeoff and landing.
• Leveraged sound knowledge of operational procedures to facilitate a safe and enjoyable flight experience for passengers; resolved needs and requests in compliance with the applicable policies and procedures.

• Administered quality customer service, professionally managed all guests' inquiries and feedback during and after travel and resolved guests' concerns independently to meet their unique needs and expectations.

• Demonstrated advanced knowledge of the company's policies while displaying bestin-class customer service in compliance with service standards, policies, and procedures.

• Executed customer service support using Travelstudio in-house systems and creatively addressed guest concerns with limited resources.

• Earned several nominations from the upper management for the Vancouver Tourism award for consistent excellence in service delivery