Heidi Johnson
Kelowna,BC
Summary
Accomplished entrepreneur and business manager with over 20 years of experience in building and growing enterprises. Renowned for creating long-term, profitable client relationships through unparalleled customer service and a keen understanding of client needs. Highly organized, detail-oriented, and energetic, with a proven track record of working effectively with all levels of management, staff, vendors, and customers. Recognized as a creative problem solver with exceptional interpersonal and communication skills, adept at building professional relationships, prioritizing multiple activities, and meeting tight deadlines. Seeking to leverage extensive background in a new and passion-driven field.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CUSTOMER RELATIONS MANAGER
MARK ANTHONY GROUP
04.2022 - 01.2024
- Extensive experience managing wine club operations within the hospitality sector, with a proven track record of enhancing membership growth and sales.
- Skilled in leading teams to achieve operational goals and deliver high-quality member services.
- Demonstrated ability to train, motivate, and supervise staff effectively.
- Strong understanding of wine varietals, production, and industry trends. Experienced in selecting wines for club shipments and creating engaging member events.
- Committed to providing exceptional service, resolving member inquiries promptly, and ensuring a superior member experience.
- Adept at developing and implementing marketing strategies that increase club visibility and attract new members. Assists with marketing campaigns, leveraging creative tactics to enhance engagement and drive sales. Experienced in analyzing sales data and meeting KPI targets to drive decision-making and promotional activities.
- Expertise in planning and executing successful events, including tastings, exclusive dinners, and tours, aimed at increasing member engagement and satisfaction.
- Experienced in managing budgets and inventory for wine club operations, ensuring cost-effectiveness and meeting financial objectives.
- Excellent communication abilities with a natural talent for building professional relationships. Known for a detail-oriented and organized approach in all professional endeavors.
OWNER/ ESTHETICIAN
ELEGANCE TRAINING ACADEMY INC
01.2016 - 11.2022
- Inform staff of job responsibilities, performance expectations, client service standards, or corporate policies and guidelines
- Plan or direct spa services and programs
- Train staff in the use or sale of products, programs, or activities
- Assess employee performance and suggest ways to improve work
- Check spa equipment to ensure proper functioning
- Coordinate facility schedules to maximize usage and efficiency
- Develop staff service or retail goals and guide staff in goal achievement
- Establish spa budgets and financial goals
- Inventory products and order new supplies
- Monitor operations to ensure compliance with applicable health, safety, or hygiene standards
- Perform accounting duties, such as recording daily cash flow, preparing bank deposits, or generating financial statements
- Recruit, interview, or hire employees
- Respond to customer inquiries or complaints
- Schedule staff or supervise scheduling
- Verify staff credentials, such as educational and certification requirements
OWNER/ ADMINISTRATION
PJD LTD
01.2012 - 06.2020
- Maintained professional and cordial relationships with parents
- Interviewed, hired and trained staff
- Completed government applications and grants
- Provided a safe and nurturing environment for children
- Worked closely with the Ministry of Children & Family Services
- Created parent and employee handbooks as well as implement policies that kept business running smoothly
- Followed all of the policies and guidelines for licensing requirements and received outstanding inspections and evaluations
- Handled business accounting; payroll, taxes and bookkeeping
- Managed 17 staff members
- Oversaw 4 childcare programs totaling 116 children
- Oversaw the planning and implementation of activities to meet the physical, emotional, intellectual, developmental and social needs of the children in the program
- Ensured the provision of nutritious snacks and lunches, according to the Canada Food Guide
- Ensure Individual Support Plans are created and implemented for every child receiving services from the Resource Teacher
- Evaluated and provide feedback on staff performance
- Provided opportunities for training and development, with a focus on cultural competency
- Developed monthly and yearly statistics about number of participants, costs of equipment, supplies and maintenance
- Enrolled new children and conduct new family interviews and tours of the centre while being aware of the fluctuating enrolment rates
- Developed and maintain current, accurate and confidential client files
- Ensured daily, weekly, monthly, seasonal and annual inspections are completed
TRAVEL AGENT
MARLIN TRAVEL
- Make professional, accurate, cost effective travel arrangements for clients while providing excellent customer service
- Answer phones professionally, courteously and promptly
- Proactively market, sell and consult with clients in regards to tour, cruise, air, car and hotel products and all other related services
- Keep up to date with knowledge of vacation, tour, and cruise areas, tour packaging, preferred vendors and in-house groups
- Ensure accommodations meet specifications of requesting party
CSA~CUSTOMER SERVICE AGENT
AIR CANADA JAZZ
- Check in Passengers issue boarding pass, seat selection and verify immigration documentation
- Check in baggage – ensuring Company regulation regarding size/weight are complied with - collect excess charges
- Make reservations
- Compute fares, issue tickets and provide passenger with relevant information, including Customs and Immigration requirements
- Perform Baggage Tracing duties
- Coordinate the boarding of passengers onto the aircraft
- Ensure safety procedures are followed
- Monitor carry-on baggage
- Assist passengers as required
- Operate loading bridges
- Handle irate passengers/oversells and those affected by irregular operations
- Handle VIP's
- Assist physically challenged passengers
- Includes pushing wheelchairs if required
- Handle and account for cash/documents in accordance with Company regulations
- Update records in Res III as required to ensure proper processing of passengers at next point of contact
- Ensure that all necessary supplies and material are on hand in sufficient quantity
- Collect and compile statistical data
VETERINARIAN ASSISTANT
RIVERSIDE SMALL ANIMAL HOSPITAL
- Assisted the doctors in medical, surgical and dental procedures; prepared patients for surgery; assisted the doctor in administering anesthesia; monitors patients during surgery and recovery; administers fluids
- Performed clinical laboratory procedures such as fecal flotation exams, heartworm checks, skin scrapings, urinalysis, and fungal cultures; draws blood for laboratory analysis; maintains file of lab test results and ensures that test results are recorded in patient records
- Performed emergency procedures such as control of bleeding, resuscitation with oxygen, opening airways, and external cardiac massage
- Properly cleaned all surgical materials after they are used; kept the operating room properly stocked and prepared for surgery
- Maintained positive, cooperative relationships with other employees
Education
ESTHETICS -
COUTURE BROWS
BEVERLY HILLS, CAVETERINARIAN TECHNICIAN -
TRU
KAMLOOPS, BCHIGH SCHOOL DIPLOMA -
KSS
KAMLOOPS, BCPRIVATE PILOTS LICENSE -
AUORA AVIATION
KELOWNA, BC08.2024
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Client Service
- Project Management
- Operations Management
- Business Management
- Staff Management
- Marketing
- Sales Leadership
- Employee Development
Certification
- 2022, RESTRICTED RADIO OPERATORS CERTIFICATE (AERONAUTICAL)
- 2022, TRANSPORT CANADA CLASS 1 MEDICAL
- 2020, BEAUTY SAFE LEVEL 2
- 2019, MEDICAL TERMINOLOGY
- 2018, BLOODBORNE PATHOGEN EXPOSURE TRAINING
- 2014, PRINCESS CRUISES ELITE TRAINING
- 2014, MANULIFE TRAVEL INSURANCE
- 2005, BUSINESS DEVELOPMENT DIPLOMA
- 1998, VETERNIARY TECHNICIAN DIPLOMA
Hobbies and Interests
- Scuba Diving
- Flying
- Reading
- Hiking
- Traveling
- Volunteering
- Cooking
- Swimming
- Working Out
- Dance
- Running
- Continuing Education
Timeline
CUSTOMER RELATIONS MANAGER
MARK ANTHONY GROUP
04.2022 - 01.2024
OWNER/ ESTHETICIAN
ELEGANCE TRAINING ACADEMY INC
01.2016 - 11.2022
OWNER/ ADMINISTRATION
PJD LTD
01.2012 - 06.2020
TRAVEL AGENT
MARLIN TRAVEL
CSA~CUSTOMER SERVICE AGENT
AIR CANADA JAZZ
VETERINARIAN ASSISTANT
RIVERSIDE SMALL ANIMAL HOSPITAL
ESTHETICS -
COUTURE BROWS
VETERINARIAN TECHNICIAN -
TRU
HIGH SCHOOL DIPLOMA -
KSS
PRIVATE PILOTS LICENSE -
AUORA AVIATION
- 2022, RESTRICTED RADIO OPERATORS CERTIFICATE (AERONAUTICAL)
- 2022, TRANSPORT CANADA CLASS 1 MEDICAL
- 2020, BEAUTY SAFE LEVEL 2
- 2019, MEDICAL TERMINOLOGY
- 2018, BLOODBORNE PATHOGEN EXPOSURE TRAINING
- 2014, PRINCESS CRUISES ELITE TRAINING
- 2014, MANULIFE TRAVEL INSURANCE
- 2005, BUSINESS DEVELOPMENT DIPLOMA
- 1998, VETERNIARY TECHNICIAN DIPLOMA
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