TOUR GUIDE SUPERVISOR

Discover Canada Tours

 + Logistics Supervisor
 + Departures                      Coordinator 
July 2017 – Present
Vancouver, BC

+ Supervised, scheduled and provided support for over 40 tour guides and drivers
+ On call for 24/7 for staff and passenger emergencies with a focus on creative thinking and problem solving
+ Orchestrated bus departures, crowd control, and passenger check in while
   maintaining high level of customer service
+ Identified opportunities to increase operational efficiencies and guest experience
   by monitoring and actioning feedback and guide reports
+ Developed standard operating procedures for all aspects of the operations team
+ Oversaw hiring, training, and onboarding of new tour guides and drivers
+ Organized events and parties to develop team cohesion and dynamics
+ Demonstrated commitment to ensuring company and partner suppliers policies
   and procedures were being adhered to
+ Logistical management for coach bookings, ferry reservations, itineraries and               passenger lists

CUSTOMER SERVICE

Herschel Supply Co.

March 2017 – May 2017 (Three month contract)
Vancouver, BC

+ Without a script, answered incoming customer calls, emails & live chat regarding          warranty claims, billing issues, product specifications, and general client questions
+ Updated customer & product information database during and after each call
+ Initiated product team demonstrations to provide for knowledge for entire team
+ Led cross-functional team to develop and implement global customer satisfaction       survey executing net promoter score & direct client relationships
+ Learned & integrated SalesForce Desk, LiveChat, Shopify, Elastic Path, Excel,                 & Survey Monkey

TOUR LEADER

TopDeck Travel

April 2014 –       October 2016

Europe

+ Managed tours, ranging from three to thirty six days, through over 25 countries
+ Consistently exceeded passenger expectations by going above and beyond,                 achieving a Grade A feedback level and repeat bookings
+ Delivered the “trip of a lifetime” for several hundred passengers from different               cultures, personalities, language backgrounds, and ages
+ Effectively communicated between suppliers, passengers, on-road crews, and head     office to ensure smooth operations
+ Quickly able to manage crisis' and problem solve unforeseen circumstances, such       as injuries or emergencies
+ Successfully managed accounts of several thousand euro, adhering to a budget
+ Learnt and relayed information on each destination in interesting and creative ways

TOUR LEADER

PEAK / AmeriCan Adventure Travel

April 2013 - October 2014
North America

+ Planned and organized the day to day operations of tours across North America
+ Varied specifics for tours of a variety of brands including Intrepid Travel, Trek America,
   Grand American Adventures, and more
+ Drove passengers for the duration of tour while being responsible for all aspects of         safety, ranging from bear safety to the daily maintenance of the vehicle
+ Independently led tour groups for up to one month

BRAND AMBASSADOR

Vibrant Ideation and Marketing

May 2012 – April 2013
Victoria & Vancouver, BC

+ Became the spokesperson for selected brands and products
+ Built key relationships with stores and managers in multiple locations, and offered       product knowledge and samples to target consumers
+ Promoted brands by seizing every opportunity to engage consumers and connect       them to the brand or product experience

ROAD TEAM MANAGER

LiveDifferent

August 2010 – June 2011
Hamilton, ON

+  Managed and provided leadership for a national motivational team
+ Liaised with educational professionals to coordinate team’s extensive tour schedule
+ Orchestrated three hundred performances without missing a single booking

despite bus breakdowns and equipment failures
+ Spearheaded public speaking engagements and social justice workshops for

over to over 50,000 students and staff
+ Demonstrated effective conflict management and workload management skills
+ Supervised the set-up and tear down of complex audio-visual systems
+ Drove tour buses across the country and performed safety checks on vehicles

and equipment