Stanley Ng

Experience

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  Vivo for Healthier Generations

  Jun 2015 - Aug 2020

  - Lead and develop business cases for the design and implementation of customer service processes, sales and experiences- Be accountable for the development, progress and evaluation of performance targets for the customer experience team through regular follow-ups and coaching- Own the customer experience area’s budget and understand and monitor key components that influence targets and revenue generation- Lead innovative business development strategies ensuring services are in alignment with customer demand and the organization’s vision- Seek out and explore customer service front end trends, software & technology, practices, new ways of experience delivery, equipment lifecycles and maintenance, and recommend solutions- Schedule, train, and hire new employees. Oversee employees to encourage coaching and developing- Generate reports and statistics in a timely manner in order to gain insight on the current state of the organization, and to recommend solutions for all sales growth Show less - Maintain a leadership role for Guest Services staff and customers.- Train new Guest Services employees in order to carry out accurate information and administrative work, while presenting a appropriate and professional behaviour to the public.- Make decisions when conflicting situations arise, and ensuring all parties are met with fair and justified reasoning.- Handle all cancellations and following up with clients who leave negative feedback to gain a reference for future enhancements. Show less

  • Customer Experience and Sales Coordinator

    Aug 2017 - Aug 2020

  • Guest Services Attendant - Shift Leader

    Jul 2016 - Aug 2017

  • Market Research Analyst

    Jun 2016 - Sept 2016

  • Guest Services Attendant

    Jun 2015 - Jul 2016
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  YMCA Calgary

  Oct 2021 - Apr 2023

  Booking Supervisor

  - Collaborate with Business Manager with marketing and selling facility spaces for special event bookings; facilitating booking processes (market/sell, accept bookings and collect payment)- Assist with the review and establishment of rental rates, conflict resolution and special events criteria- Track and monitor facility utilization statistics and client feedback- Coordinate and execute all aspects of event arrangements necessary to ensure client objectives and expectations are met- Provide exceptional customer services by utilizing strong communication and troubleshooting skills to manage all customer inquiries, requests, and complaints.- A thorough understanding of various aspects of business including strong knowledge of facility layout, program offerings, public and all other event schedules, and emergency procedures. Show less

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  Genesis Centre

  May 2023 - now

  Booking Coordinator