Summary
Overview
Work History
Education
Skills
Timeline
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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, ON
10.2018

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

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