Allison Sturm: Operations Manager in Camrose, AB

-Create efficient customer support systems including SLAs, SOPs, automation, metrics tracking, contingency plans - Prepare and maintain support systems, logistics and developer/engineer support teams through product launch, maintaining a world-class customer effort score. - Develop operational and customer experience focused solutions to improve internal and external logistics processes - Systems: Hubspot, Shopify, FedEx Systems, G Suite

• Enhanced operations by developing SOPs with tasks designed to streamline internal operations and communications which improved the level of service and ultimately improved guest satisfaction scores by an average of 9% • Managed, hired, scheduled and trained 12-15 diverse associates for front office positions; staff front office regularly • Demonstrate an award-winning level of customer service and assistance for all guests and clients by capturing guest preferences using them to customize guest experiences, increasing guest satisfaction and repeat customers

• Supervised and trained a diverse team of 27 guides in a remote region of Fiordland National Park, a World Heritage site, to provide a fluid and flawless experience to international customers during a record-breaking year (100,000+ glow worm cave customers) while achieving a record low of health and safety incidents amongst all company departments • Set safety strategy for a sustainable 100,000+ visitor cave-exploring experience by educating and empowering a team of 12 senior staff to increase knowledge of safety standards, taking into account hydro-electric and water level considerations, to maintain excellent safety conditions • Oversaw and guided groups of 2 to 200+ people of all ages from diverse cultures and countries in all types of weather • Performed extensive tour narrative in an engaging and educational style about local history and Fiordland, including identifying the flora and fauna of a unique natural environment

(promoted from Front Office Supervisor) September 2013 - October 2015 • Processed event and hotel inquiries; leveraged Delphi, Salesforce, OnQ R&I & Socialtables management tools throughout the event planning process to manage contacts, logistics and communication through to execution • Leveraged customer observations to redesign new marketing material targeting different customer segments which increased positive customer feedback and repeat business • Steward the relationships of 1,500+ Hilton private event guests and 800+ corporate meeting attendees by managing entire logistical and executional details and communicating plans to senior management, helping generate $23,000+ in repeat business