Brandi Altesse

Experience

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  TONI&GUY

  Nov 2013 - Mar 2014

  TIGI Ambassador - Color Educator
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  TD

  Oct 2015 - Feb 2016

  Customer Service Representative
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  Brian Jessel BMW

  Feb 2016 - Mar 2017

  • Significantly improved the customer service experience by developing service procedures, policies, and standards that fostered customer engagement and supported business growth• Supervised and supported a team of 3 staff members, guiding complex client inquiries and fostering an environment open to peer support and constructive feedback• Improved the scheduling system for the valet program, ensuring service appointments were managed within 90 minutes; introduced a new booking method for the call center, enabling seamless service experiences and reducing customer wait times in the dealership Show less

  • Service Supervisor

    Jun 2016 - Mar 2017

  • Customer Care Associate

    Feb 2016 - Jul 2016
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  Fairmont Pacific Rim

  Mar 2017 - Sept 2017

  Front Desk Agent

  • Developed and maintained professional relationships with both internal and external customers through face-to-face interactions, written communications, and over the telephone, enhancing company reputation and service standards• Answered internal queries regarding office services, booked meeting rooms, and managed catering for meetings; efficiently distributed incoming faxes, mail, and courier items and prepared outgoing correspondences and shipments• Managed and coordinated building maintenance needs, liaising with the Building Manager to ensure timely addressing of facilities-related issues• Offered in-room pet sitting and dog walking services at 3 prestigious downtown Fairmont locations, ensuring the highest level of care and meeting the specific needs of high-profile clientele• Maintained confidentiality and trust with high-profile clients, created and managed invoices for services rendered, and provided a personalized 'Thank You Touch Point' with a picture of the client’s dog and a handwritten card• Received the Vancouver Tourism Award for Exhibiting Service Excellence, demonstrating exceptional service and care; gained significant referrals and repeat clientele due to exemplary service Show less

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  Plus Company

  Apr 2018 - Jan 2019

  Office Coordinator
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  Foodora

  Feb 2019 - Nov 2019

  Partner Care Associate

  • Built strong, sustainable relationships with restaurant partners by delivering exceptional customer service and support; ensured partner satisfaction through regular communication and proactive problem resolution• Collaborated closely with the Operations team to ensure smooth processing of orders; acted as a liaison between restaurant partners and the operations team to address and resolve any issues promptly, maintaining operational efficiency• Provided comprehensive account management support, including the creation and timely updating of restaurant menus; worked diligently on menu corrections and updates to reflect current offerings accurately, enhancing the online user experience• Addressed and resolved technical challenges faced by restaurant partners through direct site visits, email correspondence, and phone support Show less

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  GOLD Learning Online Education

  Nov 2019 - Jan 2023

  Customer Service Lead, Technical Support

  • Oversaw comprehensive event production initiatives within the maternal-child healthcare sector; managed website updates, speaker logistics, and collaboration on educational materials• Successfully executed 5 major conferences annually, coordinating 32+ speakers per event to ensure alignment with organizational branding and learning objectives• Conducted live webinars for audiences ranging from 50-200 delegates using Adobe Connect, orchestrating delegate interactions, polls, and video content to optimize engagement and operational cohesiveness• Developed and enforced service procedures, policies, and standards, significantly improving the customer experience; implemented standardized communication templates and conducted thorough audits to ensure accuracy and enhance customer satisfaction, reducing complaint rates and fostering customer loyalty• Onboarded and educated new hires on customer experience standards, effectively integrating 3 team members into full proficiency in maintaining high service standards• Created and facilitated "Water Cooler Live," a series of monthly team-building activities, including virtual escape rooms and interactive games, to strengthen team cohesion and morale• Administered the processing and prompt uploading of conference presentations using Amazon Web Services, ensuring materials were accessible within 24 hours post-event• Established and maintained strong professional relationships with key stakeholders, including speakers and healthcare professionals, earning the nickname ‘doula of tech’ Show less

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  Launching Pad - Addiction Rehabilitation Society

  Jan 2022 - Apr 2022

  Counselor

  • Supported 6-8 male clients daily using innovative, proactive, collaborative, and multidisciplinary approaches to help them attain personal objectives; implemented grounding techniques and structured interventions that adhered to house rules while effectively aiding clients' journeys toward sobriety• Conducted individual sessions to assess client needs and monitor progress on their 12-step sobriety programs, providing personalized guidance and recommendations on coping mechanisms, conflict management, and support aids• Regularly consulted with clients to discuss progress and needs, significantly contributing to their continuous improvement and motivation throughout the recovery process; noted for positive client feedback, with clients expressing reluctance for the practicum to end due to the value they found in the engagement• Offered a variety of support aids limited to the house's scope, including journaling, grounding exercises, exercise (provided a soccer ball), motivational reading, and verbal encouragement, facilitating client coping strategies and enhancing their day-to-day resilience Show less

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  Givecloud

  Feb 2023 - Apr 2024

  Customer Success Advocate - TRUSTRAISING™️, not fundraising

  • Skillfully led live onboarding sessions, integrating an average of 3-4 clients per month into platform; utilized strategic approach to ensure clients were fully equipped and confident, significantly enhancing their readiness and long-term satisfaction with services• Provided expert, real-time technical support through live chat, email, and virtual interactions, consistently achieving a top team customer satisfaction score (CSAT) of 94.5%; demonstrated a commitment to rapid response and resolution, reducing downtime and improving client retention• Identified and promoted advanced solutions and features aligning with individual customer goals; focused on strategic advocacy and tailored recommendations, increasing operational efficiency and user engagement, contributing to a stronger return on investment for clients• Regularly produced and refreshed instructional videos and knowledge base articles, with an output of 2/ month; resources crafted to demystify complex technical processes, enabling users to maximize independent use, reducing support calls, and enhancing user competency Show less

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  Bench Accounting

  Jul 2024 - Jul 2024

  Customer Relationship Specialist, Bookkeeping