Trent Bryant
St. Catharines
Summary
A hardworking individual with proven relationship-building and time management abilities in fast-paced work environments. Always provides detailed documentation with accuracy with a penchant for puzzle-solving. Strives to meet every patron’s need, drive satisfaction and promote long-term loyalty.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Practice Better
12.2024 - 09.2025
- Resolved customer inquiries through various channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to streamline support processes and enhance service delivery.
- Analyzed customer feedback to identify trends and recommend improvements in service offerings.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Senior Customer Advocate
Owl Practice
09.2024 - 12.2024
- Deeply investigate customer concerns/inquiries through backend tools (i.e Elasticsearch & Kibana-based indexes) and in-system testing.
- Backend systems include Python based logging index.
- Work with the Development Team to QA test new product features and bug fixes.
- Provide detailed information on errors occurring during testing and steps for replication so as to better triage associated logic/causation.
- Assist with manual QA-testing of product updates and bug fixes.
- Perform debugging of product issues based on backend data/logs, system knowledge, and context provided by customers.
- Conducted thorough investigations to ensure compliance with industry regulations.
- Analyzed data and evidence to identify patterns and inform decision-making processes.
Customer Advocate
Owl Practice
04.2022 - 09.2024
- Support new and existing customers via email, phone, and screen share.
- Follow up on active leads, nurture prospective customers, and respond to inbound sales requests.
- Schedule and host product demonstrations, onboarding tutorials, and webinars.
- Isolate and provide detailed bug reports via Github & JIRA to assist the Development Team in triaging software issues.
- Document feature requests and product improvements for the Product Team to review.
Office Manager
Chartwell Wynfield Retirement Residence
11.2021 - 01.2022
- Duties as listed below.
Office Manager (Full-time, Contract)
Chartwell Orchards Retirement Residence
05.2021 - 10.2021
- Responsible for the bi-weekly payroll of hourly employees.
- Done in keeping with CLAC Union Collective Agreement.
- Familiar with the use of Fusion HCM to track employee absences.
- Responsible for the monthly preparation, & distribution, of resident/tenant billing.
- Prepares list of non-recurring charges to send to billing advisor at the start of each month.
- Verifies reports ensuring the accuracy of 70+ tenant statements before distributing monthly statements.
- The primary handler of Petty Cash & Deposits.
- Track monthly Petty Cash expenses to balance & submit forms for replenishment.
- Corresponds with other departments to track & prepare deposits from additional revenue streams (i.e Tuck Shop, Guest Services).
- Assists with preparing lease agreements for internal moves of resident/tenants.
- Balances workload of standard deadlines, additional administrative tasks, & covering reception.
- Assists with fostering relationships with new & existing tenants, their families, vendors, entertainers, & other visitors.
- Responsible for the consistent updating of standard files such as tenant/resident occupancy lists, & addendums to existing lease agreements.
- Responsible for organizing employee & tenant files.
- Assisted with paperwork & ordering of product inventory for the dietary team.
Education
Bachelor of Arts - Psychology
Brock University
St. Catharines, ON10.2018
Skills
- Experience working with varying software functionality and the QA process within SaaS companies
- Experience in navigating Python based indexing systems for triaging bugs & investigating errors
- Good Interpersonal Skills
- Experience with researching in a professional environment
- Experience communicating with a diverse clientele
- Experience taking and formatting great notes during studies at Brock
- Experience with Microsoft and Google Suite programs
- Quick to learn & develop new skills
Timeline
Customer Support Specialist
Practice Better
12.2024 - 09.2025
Senior Customer Advocate
Owl Practice
09.2024 - 12.2024
Customer Advocate
Owl Practice
04.2022 - 09.2024
Office Manager
Chartwell Wynfield Retirement Residence
11.2021 - 01.2022
Office Manager (Full-time, Contract)
Chartwell Orchards Retirement Residence
05.2021 - 10.2021
Bachelor of Arts - Psychology
Brock University