JACOB WILSON
Canmore
Summary
Detail-oriented and organized Dispatcher with a proven track record in optimizing dispatch services. Expertise in planning and scheduling ensures efficient team operations and adherence to schedules, while strong monitoring skills enable proactive problem-solving. Committed to contributing to a dynamic team environment dedicated to delivering exceptional experiences in the iconic Rocky Mountains . A passion for enhancing operational effectiveness drives a relentless pursuit of excellence in service delivery.
Overview
11
11
years of professional experience
Work History
Dispatcher
Pursuit Collection - Columbia Icefield
04.2022 - Current
- Daily dispatching of tours, reacting to unforeseen changes and managing sales inventory
- Communicating and running the operations of 20-30 busses at any one time during a shift.
- Forecasting next day and week out dispatches, troubleshooting and resolving scheduling, staffing and vehicle issues
- Communicating and tour planning with onsite and offsite Group Sales Agents
- Maintaining vehicle tracking reports and communicating issues to Management
- Maintaining visitor tracking reports and daily tour pax counts
- Constantly adjusting daily dispatch to ensure efficiency and balance across drivers and equipment
- Using and monitoring radio transmission to ensure proper communication with all staff and business areas
- Forecasting of equipment and group business, flagging issues with Management
- Communicating with emergency personnel and 911 operators if an emergency occurs
Senior Customer Service Representative
Enterprise Mobility
11.2024 - 04.2025
- Resolved customer inquiries and issues efficiently through multi-channel communication platforms.
- Created and fulfilled rental contracts with precision and accuracy ensuring customer satisfaction.
- Managed and maintained a fleet of over 60 vehicles.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Front Desk Agent
Mountaineer Lodge - Lake Louise
12.2023 - 04.2024
- Process guest arrivals and departures, including all necessary payments
- Assigned Rooms and created keys to these.
- Arrange for shuttle services and assist with other guest transport needs
- Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping, dining, or entertainment
- Manage and created online, phone and in-person room reservations.
Memory Maker Team Lead
Pursuit Collection - Banff Gondola
11.2022 - 04.2023
- Provide exceptional guest experience to visitors of the Banff Gondola by welcoming, sharing knowledge of Indigenous stories, and guiding guests through the Nightrise experience.
- Coordinate and plan staff roles for each shift and adapt to the needs of the shift
- Recognition and coaching of team members
- Assist in planning, setup, execution, and breakdown of special events including, weddings, dinners and holiday events
Locksmith
Australian Lock Company - Unanderra
10.2014 - 04.2022
- Installing and repairing locks and related hardware, programming electronic security and access systems, and troubleshooting malfunctioning devices.
- Designs master key systems which include sub-master and single keys and maintains records.
- Communicate and work well under pressure and on a time constraint to get jobs completed.
Education
Certificate 3 - Locksmithing
Tafe NSW Ultimo Campus
11.2020
Skills
- Guest Relations
- Dispatch Coordination
- Operations Management
- Resource Coordination
- Data entry
- Active listening
Timeline
Senior Customer Service Representative
Enterprise Mobility
11.2024 - 04.2025
Front Desk Agent
Mountaineer Lodge - Lake Louise
12.2023 - 04.2024
Memory Maker Team Lead
Pursuit Collection - Banff Gondola
11.2022 - 04.2023
Dispatcher
Pursuit Collection - Columbia Icefield
04.2022 - Current
Locksmith
Australian Lock Company - Unanderra
10.2014 - 04.2022
Certificate 3 - Locksmithing
Tafe NSW Ultimo Campus
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