Summary
Overview
Work History
Education
Skills
Professional Development
Volunteer Work
Timeline
Generic

Rayna Ross

Summary

Results-oriented business leader with more than 25 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines.


A dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

Overview

23
23
years of professional experience

Work History

Partner/Customer Relations & Administration

AdVision eCommerce
06.2015 - 12.2022
  • Accomplished multiple tasks within established timeframes.
  • Cultivated warm relationships with regular customers and partners.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Directed clients to appropriate accountants, answered phone calls and replied to office emails for excellent customer service.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Partner

Lotusactiva
09.2013 - 07.2015
  • Oversaw day-to-day administrative operations, provided guidance to support staff.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Marketing & Sales

Contracted Work
07.2008 - 05.2015
  • Contracted: Canyon Copper Corporation, Checkfront, David McLauren - Keynote Speaker, HR Systems Strategies, EcoAction Recycling
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Delivered superior customer service to retain existing customers and attract future customers.
  • Built client list and strengthened customer relationships through consistent communication via phone and internet.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.

Senior Team Manager

Intrawest / Resort Reservations
06.2000 - 04.2008
  • Growth through employment: Agent, Team Lead, Team Manager & Senior Team Manager
  • Led employee relations through effective communication, coaching, training and development.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Training and development of Team Managers
  • Facilitated meetings to communicate team performance goals and results.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Led Familiarization trips for teams.
  • Scheduling - Blue Pumpkin
  • Maintained healthy relationships with resort management.

Education

High School Diploma -

South Delta Secondary School
Delta, BC

Langara College
Vancouver, BC

Skills

    • Sales Promotion
    • Efficient and Detail-Oriented
    • Understanding Customer Needs
    • Customer Retention Strategies
    • Responding to Difficult Customers
    • Operational Efficiency
    • CRM Software
    • Call Management
      • Consultative Sales
      • Appointment Scheduling
      • Data Collection
      • Problem Resolution
      • Lead Generation
      • Administrative Support
      • Customer Relations
      • Strategic Sales Knowledge

Professional Development

Conflict Management Skills for Women – SkillPath - 2006

Standard of Business Conduct – Workplace Answers - 2005

Intrawest’s Privacy Training Program - 2005

Supervisory Leadership Series – Wilson Learning - 2004

Developer Certificate – Spectra Group of Company's – 1996

Volunteer Work

Montroyal Elementary School

* Lunch program 2009-2010, 2010-2011

* Coordinate school directory advertising sponsors 2011

Forest Hills Little League - Open Day Coordinator 2010

* Coordinated opening day activities

* Scheduled parent volunteers

* Coordinated equipment rentals

* Sponsorship

* Coordinated supplies, food, games

Timeline

Partner/Customer Relations & Administration

AdVision eCommerce
06.2015 - 12.2022

Partner

Lotusactiva
09.2013 - 07.2015

Marketing & Sales

Contracted Work
07.2008 - 05.2015

Senior Team Manager

Intrawest / Resort Reservations
06.2000 - 04.2008

High School Diploma -

South Delta Secondary School

Langara College

Similar Profiles

CREATE PROFILE
Rayna Ross