Julia Truswell
Victoria,B.C.
Summary
A seasoned and passionate leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Operations Manager
Dynamic Neural Retraining System Ltd.
01.2018 - Current
- Spearheaded process improvements across all departments, resulting in increased productivity.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Directed various initiatives to improve work environment and company culture.
- Developed and maintained relationships with all external vendors and contractors.
- Empowered employees to own their roles, leading to increased accountability and improved performance outcomes.
- Implemented quality assurance systems and reporting, tracking monthly calls, emails, and surveys that boosted overall product consistency and reliability.
- Led successful transition to 100% remote operations, ensuring seamless transitions during organizational restructuring efforts.
- Improved HR management by consolidating all SOPs online. Increasing team engagement by 60% in one year.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Used leadership skills to manage company-wide projects from concept to completion.
VISITOR EXPERIENCE SUPERVISOR
TOURISM TOFINO
01.2015 - 01.2017
- Oversaw daily department operations of the visitor centre, supporting team of 6, assisting over 200 visitors daily between May - September.
- Managed all visitor services hiring and onboarding.
- Facilitated Destination BC seasonal targeted training program for 6 seasonal hires, resulting in consistent team performance and visitor satisfaction.
- Maintained database systems to track and analyze operational data.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Facilitated and coordinated seasonal events increasing the number of visitors to the centre by 30%
ASSISTANT MANAGER, VISITOR SERVICES
TOURISM VICTORIA
01.2010 - 01.2014
- Oversaw daily department operations, sensuring smooth workflow and timely completion of tasks.
- Facilitated Destination BC seasonal targeted training program for all seasonal hires, resulting in consistent team performance and visitor satisfaction.
- Implemented and maintained POS system and inventory.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Cultivated strong relationships with members and stakeholders through consistent communication and excellent service delivery.
Education
BACHELOR OF ARTS - ANTHROPOLOGY -
St. Thomas University
Fredericton, N.B.01.2008
HIGH SCHOOL DIPLOMA -
Esquimalt Secondary School
Victoria, B.C01.2003
Skills
- Organizational Management
- Administrative Management
- Policies and procedures implementation
- Employee Motivation
- Customer Relationship Management (CRM)
- Data Management
- Relationship Building
- Staff Development
- Hiring and Onboarding
- Employee relations and conflict resolution
- Trauma-Informed Leadership
References
Reference Upon Request
Timeline
Operations Manager
Dynamic Neural Retraining System Ltd.
01.2018 - Current
VISITOR EXPERIENCE SUPERVISOR
TOURISM TOFINO
01.2015 - 01.2017
ASSISTANT MANAGER, VISITOR SERVICES
TOURISM VICTORIA
01.2010 - 01.2014
BACHELOR OF ARTS - ANTHROPOLOGY -
St. Thomas University
HIGH SCHOOL DIPLOMA -
Esquimalt Secondary School
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