Alanna Swan
@alannaswan
Customer service specialist delivering empathetic, solutions-focused support and revenue growth.
CanadaWhat I'm looking for
I am a customer service professional with five years of experience delivering empathetic, solutions-focused support across e-commerce, SaaS, and travel industries. I consistently exceed KPIs for handle time, resolution time, and customer satisfaction while managing high-volume multichannel inquiries and coordinating cross-functional escalations.
I have a strong track record in onboarding, account management, product support, and consultative inside sales—generating significant weekly and monthly revenue while maintaining high retention and satisfaction. I am proficient in HubSpot, Salesforce, and Microsoft Dynamics 365 and passionate about building lasting client relationships and exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Ontario Cannabis Store
May 2023 - May 2025 (2 years)
Delivered multichannel customer support for e-commerce and retail partners, handling ~50 daily inquiries and consistently exceeding KPIs for handle time, resolution time, and satisfaction. Coordinated with Finance, IT, and Customer Success to resolve escalations and processed claims and returns accurately.
Inside Sales & Customer Success Representative
Photobooth Supply Co.
Feb 2022 - Feb 2023 (1 year)
Supported entrepreneurs with product demos, onboarding, and post-sale support while exceeding sales quotas (10 booths/week) and generating approximately $50K weekly revenue. Resolved 95% of cases within 24 hours and partnered with marketing to improve lead conversion.
TOCustomer Support & Inside Sales Rep
TourRadar
Mar 2019 - Feb 2022 (2 years 11 months)
Handled global phone, email, and chat inquiries, providing booking support and consultative sales that drove $65K–$100K monthly revenue and increased average basket size by 25%. Collaborated with international operators to ensure seamless bookings and post-travel support.
Education
Degrees, certifications, and relevant coursework
SLSheridan College Institute of Technology and Advanced Learning
Advanced Diploma, Advertising & Marketing Communications Management
2012 - 2016
Completed an Advanced Diploma in Advertising & Marketing Communications Management with coursework in e-commerce and CRM tools.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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