Lyssa Brodsky: Program Manager | Customer Experience in Asheville, North Carolina

• Set up and manage event registration within the RunSignUp platform, ensuring accurate and user-friendly event listings. • Conduct frequent audits and maintenance on existing registrations within the Run Sign Up platform. • Work closely with all teams across the organization to gather accurate information for customer responses. • Continuously create and update documentation for the knowledge base. • Consistently use project management tools to manage projects and track day to day tasks. • Create and maintain documentation, training programs, and administrative processes for all customer service platforms. • Manage and respond to customer inquiries and issues through Help Scout, the customer CRM and communication platform, ensuring a high level of customer satisfaction. • Oversee policies related to refunds, deferrals, and transfers while balancing empathy, fairness, and consistency.

• Manage programs and classes ensuring high quality lessons in an inclusive environment. • Evaluate data and use measurements to plan, coordinate and advance student progress. • Accurately identify weakness and strengths to create strategic student improvement plans. • Maintain up to date and accurate program files and records. • Modify course content and complexity to meet individual’s goals.

• Provided an excellent experience to customers by phone, email and chat platforms. • Quickly fulfilled on demand tasks while maintaining consistency. • Efficiently worked with 6+ technology platforms at once. • Problem solved and found quality solutions for customers when problems arose.

• Built and maintained productive relationships with store management and customers. • Scheduled and implemented successful store demos and drove sales. • Cultivated new accounts and provided value-added services to existing clients to increase overall revenue. • Maintained spreadsheets, consistently gathering data and tracking sales.

• Provided administrative support to projects within the HR Operations portfolio. • Maintained Human Resources Information System database to include employee records and job position descriptions. • Consistently updated educational and training material to keep processes up to date with current practices. • Processed overtime compensation, sabbatical requests, and new hire contracts for employees. • Efficiently triaged communication from general email and voicemail inboxes to other members of the HR Operations team.

• Provided customer service to guests across multiple channels to include phone, email, and in-person communications. • Managed reservations using the property management system database. • Greeted and checked guests in upon arrival, providing them with information about services offered. • Maintained accurate records of all reservations and cancellations. • Managed communication with customers pertaining to new reservations, inquiries, cancellations. • Converted inquiries to reservations by leveraging knowledge of amenities and services.

• Provided essential project support for events including the walk fundraisers, gala fundraisers, and board member holiday parties. • Managed processes for tracking donations from start to finish including receipting, and acknowledgement letters • Collaborated with internal teams to develop project solutions resulting in on-time execution and successful outcomes. • Demonstrated successful results on projects for events such as managing silent auction in-kind donations, and gaining corporate in-kind donations for walk fundraisers. • Managed stakeholder databases, tracked donations, and mailed acknowledgement letters to donors, ensuring sustained financial contributions. • Engaged in staff meetings as a scribe and timekeeper, ensuring efficient time management. • Managed staff member’s company credit cards, keeping track of expenses and maintaining budget accuracy.

• Built high-performing teams, personally interviewing, hiring, training, supervising, and mentoring staff. • Led trainings and workshops with staff, achieving high quality outcome amongst team members. • Managed invoices, tracked program expenses, and managed budget to optimize efficiency. • Created meeting agendas, led weekly staff meetings, managed time sheets, led weekly individual staff member check-ins, and conducted staff member year end reviews. • Provided effective leadership to the staff I managed, guiding based off of their individual communication styles and empowering them with the skills they needed to be successful in their role.

• Successfully facilitated programs which included team building activities, community development, personal growth, leadership skills, effective communication, and conflict resolution. • Effectively managed groups of up to 30 participants in intentional cultural experiences in Indonesia, Cambodia, Malaysia, and Thailand. • Efficiently planned and led daily program activities, to include brief and debriefs, as well as teacher and co-facilitator meetings. • Excelled with risk management response and protocol.

• Consistently identified potential risks and developed preventative risk management action plans. • Built high-performing personnel by supervising, training and mentoring team members. • Successfully trained team members to develop leadership and problem-solving skills. • Evaluated team members on job performance strengths and shortcomings, initiating individual improvement plans when needed.

• Developed and facilitated educational and general programs for groups of up to 30 participants. • Guest services: provided information to guests, scheduled programs, accurately managed organization's general calendar and inbox. • Successfully managed and mentored volunteers in summer programs. • Initiated and led organization wide process improvement by implementing standards for risk management protocol.