Chloe Schilder

Core Responsibilities:

• Workforce Planning & Shift Oversight: Monitor shift coverage and resource allocation in real time to ensure optimal staffing levels, maintaining service standards across all customer support channels.
• Real-Time Incident & Escalation Management: Proactively address operational issues by identifying, replicating, and logging technical issues with the appropriate departments (e.g. IT). Follow up until resolution to minimize service impact and downtime.
• Live Performance Management: Oversee and support the performance of all hosts during shifts. On average, I am responsible for managing between 25 to 35 Customer Service Hosts per shift
• Stakeholder Reporting: Provide regular shift updates, shift summaries, and key escalations to Service Managers and Operational Management.
• Cross-Functional Collaboration: Support and manage ad hoc tasks and projects as delegated by senior leadership or other departments.
• Team Support & Coaching: Build strong, trust-based relationships with Hosts through open and honest communication. Provide on-the-spot guidance and support to maintain morale, efficiency, and adherence to processes.
• Communication & Implementation of Processes: Communicate new or updated procedures to all regions/hosts and ensure timely and consistent adoption across departments.

Core Responsibilities:

• Handled inbound and outbound customer interactions across live chat, phone, and email channels.
• Resolved a wide range of customer queries, including account reviews, gameplay investigations, and transactional concerns.
• Escalated complex or technical issues to relevant departments while consistently delivering high-quality, customer-focused support.

Additional Responsibilities:

• Selected as part of the Host Management Team, a small rotational group responsible for overseeing shift logistics — including break scheduling, PC allocation, coverage management, leading team meetings, and documenting live shift issues.
• Participated in the “Host Takeover” Team, a group of high-performing hosts who received targeted exposure and development toward future leadership roles.
• Supported the Responsible Gambling (RG) Task Team Project, contributing to enhanced customer safety practices during a peak period.
• Acted as stand-in Team Leader during the 2021 festive season (28 December – 9 January), assisting with day-to-day team management and performance oversight.
• Collaborated with my Team Leader in onboarding and upskilling new joiners, helping them integrate smoothly and successfully navigate their probation period.
• Provided backup support for priority hosts, stepping in as needed to manage high-priority customer interactions.

Ontario Region Experience:

• Transitioned into the Ontario Customer Service Host role in April 2023, delivering service in line with regional compliance requirements.
• From 5–12 July 2023, served as stand-in Team Leader for the Ontario team. Key responsibilities included conducting chat quality reviews, managing host support, shift oversight, compiling the Ontario team newsletter, and preparing the regional team meeting presentation.

• Booked, planned, scheduled and accompanied all clients on diving and snorkel trips.
• Responded promptly with walk in clients and also via telephone, email, whatsapp and other online platforms (Airbnb and Get Your Guide).
• Organized resources (boats availability) and staff (dive instructor/divemaster availability) necessary to handle the demand of trips while maintaining strong service levels.
• Handled daily sales report, timesheets and payment processing duties for all trips.
• Managed customer complaints and rectified issues to complete satisfaction.
• Monitored and ordered office inventory.

• Shadowed a PADI dive instructor for 3 months, to learn best diving techniques and to obtain PADI Divemaster status.
• Assisted clients with all scuba equipment, compressor knowledge and usage, knowledge of boat diving, anchorage and cleaning of all equipment and boats.
• Managed, organized and Hosted clients on private boat/snorkeling trips while maintaining high service levels.

• Development Manager ( Junior team leader) - reported to and assisted office store manager with proof reading quotes and itineraries of team.
• Handled all travel arrangements from pre planning to after sales service.
• Gained experience in a very fast paced and stressful environment.
• Built strong relationships with customers daily by delivering accurate travel itineraries that best suited their needs.
• Asked open-ended questions to best understand client needs and to best match the budget.
• Handled all financials such as client fees and refunds.
• Responded immediately to clients' questions, changes, issues, and complaints and found effective solutions when required.
• Achieved "Top Newie" ( Consultant to reach and maintain highest average of commission for the financial year) in the Cape Region for 2016.