Hi, I’m
Emma Owen
GTHA,ON
Summary
Dedicated and results-driven Customer Experience Supervisor with a can-do attitude. Possessing over 7 years of experience in leading a dynamic team to deliver exceptional customer experiences. Proficient in implementing strategies to enhance customer satisfaction, retention, and loyalty. Skilled in coaching and mentoring staff to maximize their potential and exceed performance targets. Adept at leveraging data-driven insights to identify opportunities for process improvement and streamline operations.
Overview
9
years of professional experience
1
Certification
Work History
Sunwing Vacations
Supervisor, Social Media Customer Experience
02.2017 - Current
Job overview
- Inbound customer engagement supervisor for all social media platforms to champion online experience
- Developed and implemented customer service policies to enhance satisfaction
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed
- Identified operational inefficiencies and implemented corrective measures, leading to overall increase in effectiveness, lowering response times by 3 weeks during peak season
- Some members located in secondary office in Montreal, travelling to maintain morale and direct support
- Generated reports detailing findings and recommendations
- Maintained professional relationship with Humber College with career fairs, securing internship and career opportunities through several colleges
Sunwing Vacations
Contact Us Administrator
12.2015 - 02.2017
Job overview
- Responsible for all inbound emails from the company website
- Emails were delegated through proper channels as well as handled personally
- Assisted with the launch of Sunwing's first external call centre located in Kingston, Jamaica by performing all new hire sessions, troubleshooting and technical support between head office and call centre
- Created internal networks to enhance overall online customer experience to reduce time delays by 2 weeks
- Assisted the Training team with monthly/yearly training, both new hire and continuous training
- Included but not limited to content development and delivery, travelling to a secondary office in Montreal to deliver training.
Sunwing Vacations
Sales Centre Agent
06.2015 - 12.2015
Job overview
- Handled a variety of inquiries through the Sales Centre to ensure each caller received genuine support for all their vacation inquiries, from booking their vacation to their return home
- Met and exceeded sales targets, within the top 3 agents within the first 5 months
- Volunteered to assist supporting projects such as Social Media to gain overall insight to Company policies, procedures, and web-based support
- Actively explored all available learning opportunities to enhance current knowledge and skillset
Education
Humber CollegeToronto, ON
Travel and Tourism Services Management from Tourism And Travel Management
04.2015
Skills
- Customer Retention
- Performance Management
- First Contact Resolution
- Skill Building
- Adaptable
- Zendesk
- Salesforce
- Sprout
- Hootsuite
- Emplifi
Websites
Volunteer Experience
Volunteer, Reach Out Volunteers, 05/2014, 06/2014, Spent time in South Africa supporting local nature initiatives, tracking wildlife and ensuring conservation methods were functioning correctly
Hobbies and Interests
- Hiking
- Driving
- Wildlife Conservation
- Podcasts
Certification
- TICO - T759216, Oct. 2015
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supervisor, Social Media Customer Experience
Sunwing Vacations
02.2017 - Current
Contact Us Administrator
Sunwing Vacations
12.2015 - 02.2017
Sales Centre Agent
Sunwing Vacations
06.2015 - 12.2015
Humber College
Travel and Tourism Services Management from Tourism And Travel Management
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