Trina Agopsowicz

Manage high volume of calls, daily, under high-stress situations effectively, maintaining professionalism under pressure while displaying active listening while resolving disputes or conflicts in a courteous manner.

Exceed first-contact resolution targets by actively listening to customers' concerns and addressing them thoroughly.

Adhere to company policies, privacy standards and scripts to achieve call-time metrics and quality standards consistently.

Assist customers through online channels, Live Chat, and SMB inbox.

Assigned to work large, special projects under minimal supervision.

Served as Subject Matter Expert (SME) to train and support new hires effectively.

Responsible for negotiations when bringing on new hotel properties in Saskatchewan, Manitoba and Alberta, as well as four states (ND, SD, MT, ID).

Worked closely with tourism boards, DMOs and hotel partners by providing exceptional customer service from listening to hotel partners complaints to dealing with overbooking issues to building out promotions for their property.

Built strong relationships and rapport through daily phone calls and in-person market visits by using the data, reports and tools provided by Expedia.

Responsible for analyzing city and hotel performance, as well as implementing new strategies and promotions for continued growth and long term success.

Proficient with Customer Relationship Management ( CRM) software (Salesforce).

• Coordinated schedules and timelines for all internal & booked events.
• Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
• Managed event logistics and operations.
• Collaborated with cross-functional teams at RCMP Depot to ensure seamless event execution and positive outcomes.
• Responsible for posting all content online and running social media accounts across numerous platforms.

• Responsible for live, creative radio segments focused on music, current events and lifestyle topics.
• Recorded and edited high-quality interviews from reporting from Saskatchewan Roughrider, WCBL & WHL games.
• Presented weather, news and commercials to listeners.
• Managed all station contests and distribution of prizes.
• Mentored and supervised junior promotional team members, to help foster a positive work environment.
• Established a loyal listener base through consistent delivery of informative and highly entertaining content on air.
• Attended promotional events on behalf of the station and to create station awareness, build listener reach & increase sales for advertisers.