Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Fresh Tracks Canada Inc.Project Manager, Product
Jan. 2022 - Aug. 2024Vancouver, British Columbia, Canada
Fresh Tracks Canada Inc.Senior Operations Specialist
Jul. 2020 - Aug. 2024Vancouver, British Columbia, CanadaSupporting the Commercial Operations Director and overseeing all operational aspects of the day-to-day running of a reduced team during largest crisis to hit the Travel Industry
• Led the implementation of new processes, systems, and tools to adapt to the new working environment and reduced workforce during a worldwide pandemic
• JIRA: Built a service desk to be used by the Sales, Customer Service and Accounting departments for hotel queries, billing questions, image requests and more. Created Knowledge Base articles and was responsible for both its rollout across the company and management of the service desk including, but not limited to, the prioritisation of tickets
• Credit Card Disputes: Managed case load of 70 and won 100% of cases
• Collaborated with Product department in creation of 2021/2022 winter trips, including management of Commercial General Liability Insurance contracts, supplier contracts and rate loading
• Identified risk against the business and led the project to systemize supplier onboarding and ensure correct insurance contracts, supplier waivers, terms and conditions, and supplier information were all correctly documented for users across the organisation
• Obtained World Tourism Council’s ‘Safe Travels’ badge for use across client communication channels
Fresh Tracks Canada Inc.Operations Manager- Guest Experience Team
Oct. 2017 - Jul. 2020Vancouver, Canada AreaSupported the Customer Experience Director and oversaw all operational aspects of the day-to-day running of the Guest Experience and Customer Support departments
• Led the Quality Assurance team, ensuring the appropriate prioritisation of files across our Customer Support team • Led company-wide Operations Committee, ensured tasks were delegated across departments to ensure optimal efficiency for the organisation and 5-star experience for our guests
• Led optimisation of accessibility training for staff, including the creation of resources for guests and agents
• Ensured continuity across supplier’s use of third-party software, including but not limited to Zaui and Fareharbour. saving customer support agents time by identifying recurring issues and solving them directly at the source
• Defined and documented Standard Operating Procedures and trained staff on updates and new work processes in our CRM, Itinerary and Product Management Systems
• Dialpad: Defined and documented training of sales and customer support agents on new phone system rollout. • Evaluated existing products in terms of operational efficiency and guest experience, making recommendations for future travel seasons
Fresh Tracks Canada Inc.Acting Customer Service Manager - Guest Experience Team
Apr. 2017 - Oct. 2017Vancouver, Canada AreaPromoted to Interim Customer Support Manager due to temporary leave of absence of existing manager
• Provided last minute emergency coverage during an entire peak season, managing a team of 17 seasonal and permanent staff
• Resolved high-level client escalations, communicating with a global, international customer base
• Created scenario training, scripting, and templating from the ground-up to improve Customer Support responses and ensure consistent high-quality levels of customer support
• Ensured the agent work schedule was up-to-date with vacation requests and optimal coverage for peak times
Fresh Tracks Canada Inc.Product and Trip Development Team (Secondment)
Aug. 2016 - Apr. 2017Created new trip packages, via research and innovation, creating new and exciting content for our online presence
• Created 25 new trips for prospective clients according to guidelines from Marketing and Product departments
• Wrote content for the Sales and Customer Support teams and our future client’s vacation dreams
• Provisioned and secured contracts with both recently onboarded and existing suppliers
• Defined, documented, and managed the launch of new trip packages across multiple teams
• Credited as Producer on 4 client videos; prepared logistics, coordinated filming schedule and procured filming permits within a limited timeframe (viewable at https://www.canadiantrainvacations.com/videos)
Fresh Tracks Canada Inc.Vacation Coordinator
Jun. 2014 - Aug. 2016Vancouver, Canada Area• Coordinated multiple travel itineraries for clients inbound to Canada, ensuring accuracy and attention to detail in making reservations, finalising travel arrangements, and itinerary writing.
• Responsible for the management of upwards of 35 client files/itineraries per month;
• Communicated with a variety of guests by phone, email and in-person;
• Made FIT arrangements and group travel arrangements;
• Provided geographical, historical, and specialized information, based on client interests;
• Offered solutions and followed up with client concerns and complaints prior to, during, and post-travel periods, and;
• Processed final payments by credit card, wire, bank draft, and personal cheque whilst maintaining confidentiality with sensitive data.
The Union - Cascade groupFood Server
Nov. 2013 - Jun. 2014Vancouver, British Columbia, Canada
East Anglia's Children's Hospices (EACH)Major Donors Prospect Researcher (Volunteer)
May. 2013 - Aug. 2013Cambridge, United Kingdom• Researched and created individual donor profiles in response to Trust fundraiser and Head of Fundraising;
• Updated Raisers Edge and internal databases to support the fundraising teams;
• Ensured effective representation for the charity at public events, and;
• Worked fundraising events with luxury brands Bentley and Aston Martin. Supported the development of Raiser's Edge to hold donor screening results Used fundraising databases, Raiser's Edge, Wealth Engine, Prospect Generator Worked fundraising events in the Cambridgeshire area
Premier HolidaysSales Associate USA/CANADA Desk
Feb. 2013 - Sep. 2013Cambridge, United KingdomConsulted with a variety of clients to create tailor made, multi faceted itineraries whilst effectively representing the brand and adhering to company protocol. Used a variety of databases, including @comres by Anite and Galileo CRS to update passenger records and itineraries. Liaised with accommodation and tour package wholesalers located in the United Kingdom, North America, Caribbean and Mexico. Worked with airline contracts on a daily basis. Completed a variety of training programs, improving knowledge of American and Canadian destinations
Number 16 Restaurant Food Server
Sep. 2010 - Jun. 2012Glasgow, Scotland, United Kingdom
The Refinery Food Server
Jan. 2010 - Sep. 2010Vancouver, British Columbia, Canada
Intch is a Professional Networking App for the Future of WorkSee more people like Lucy on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
559792 people
15
Consultant @ Deloitte
17
Solutions Manager
20
realtor @ ReMax Hallmark Realty Ltd., Brokerage
111461 people
15
Consultant @ Deloitte
17
Solutions Manager
15
Insurance professional @ TD Insurance