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Program Manager | Customer Experience

Enthusiastic life-long learner skilled in program management, training, scheduling, guest relations, customer experience, project coordination, registration management, and program facilitation.

As a naturally curious person, I am always looking to gain new skills and knowledge, deepening my understanding of processes and people. I am a perpetual list maker, focused on strong organization and accomplishing goals. 

I am especially passionate about collaboration, problem solving, and facilitating engaging + educational experiences for others.

• 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.

Customer Experience Manager  |  Registration Manager	

• 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.

Program Manager & Educator

• 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.

Customer Experience

• 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.

Account Manager

• 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.

Human Resources Operations Project Specialist 

• 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.

Guest Services Specialist

• 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.

Administrative Coordinator & Project Coordinator

• 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.

Program Manager

• 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.

Program Facilitator

• 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.

Sergeant & Team Leader

• 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.

Program Facilitator & Guest Services Associate

Lyssa Brodsky is a Program Manager at Vacation Races in Asheville, North Carolina.

Lyssa Brodsky — Program Manager at Vacation Races

Lyssa Brodsky

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