Communications, Customer Service and Administrative experience
Resume:
Raegan Dean
Customer Service
and Communications
Specialist
Raegan Dean
Leduc, AB T9E 5P6
************@*****.***
ㅡ
Skills
-Over 5 years experience in oral, written and digital communications
-Diverse stakeholder engagement in a public service setting
-Over 5 years of expertise in customer service and engagement
-Demonstrated experience in fast paced settings as well as unique and challenging problem solving skills
-Over 5 years of leadership and team building accomplishments while directly supervising staff
-Proficiency with a variety of technology, including, but not limited to Microsoft Office Suite, Google Suite, AspiraOne, and Umbraco ㅡ
Experience
Government of Alberta - Forestry, Parks and Tourism / Visitor Services Supervisor
DECEMBER 2021 - JULY 2023, SEPTEMBER 2024 - PRESENT, PARKLAND MANAGEMENT AREA
-Permanent, Full time, 36.25 hours a week
-Lead the Visitor Services department for the Parkland Management Area, supervised teams in multiple locations, coordinated the training and professional development of staff, and managed their scheduling, safety protocols and hiring.
-Trained staff on providing information on the surrounding area and high quality customer service to patrons, including training on communicating with the public and challenging interactions.
-Collaborated with colleagues to share information resources, business contacts and coordinate large scale orders of gift store items.
-Responded to public inquiries sent through AlbertaParks.ca’s Contact Us Page as well as in person concerns brought to me by my staff.
-Headed public communications, including the ordering and development of site-specific print products, website content, development of key messages and responding to public concerns.
-Created and updated Advisories on AlbertaParks.ca using Umbraco monthly to ensure accurate information, as well as regularly reviewing and editing the information on the site.
-Participated in numerous provincial wide meetings, providing feedback on matters pertaining to the Visitor Services program and became an active member of the Visitor Services Community of Practice.
-Scheduled weekly meetings of other Visitor Services Supervisors across our region to help troubleshoot common issues and help ensure consistency across our locations.
-Implemented the first in person Lead Information Officer gathering in 2025, including organizing accommodations, speakers, and specific training sessions.
-Assisted with the set up, execution, and take down of the New Canadian Expo at Cooking Lake Blackfoot Provincial Recreation Area in 2025.
-Served a year long term as a member of the Central Region Worksite Health and Safety Committee, participating in quarterly meetings and providing suggestions to improve Occupational Health and Safety compliance across the region.
-Starting in December 2025, joined the Parks Division Emergency Management Working Group as a Visitor Services representative.
-Projected and oversaw the Visitor Services department’s budget of several thousand dollars, including researching, sourcing and purchasing products for multiple locations as well as forecasting during trade instability.
-In addition to training staff on general revenue reconciliation, regularly reviewed, created tracking documentation and submitted revenue for multiple locations, including the accurate processing of thousands of dollars in revenue each week. Government of Alberta - Forestry, Parks and Tourism / Parks Public Information Liaison
JULY 2023 - SEPTEMBER 2024, OXBRIDGE PLACE
-Temporary, Full time, 36.25 hours a week
-Resolved public inquiries via email, including researching any relevant legislation, drafting and sending appropriate communications and developing key messages to utilize for future requests.
-Completed Action Requests and responded to public inquiries for the Forestry and Parks Minister’s Office.
-Created new content for AlbertaParks.ca while assisting with updating, reviewing and consolidating existing content, including the reworking of the Outdoor Safety section to include relevant and new safety information in an accessible format.
-Assisted in maintenance and uploading of digital assets within the Digital Assets Management system.
-Maintained and established strong working relationships with a variety of internal and external stakeholders to ensure efficient transfer of information and resources.
-Completed data verification and UAT testing for the transfer to a new AspiraOne reservation system, involving communicating with internal and external users and stakeholders, as well as the vendor’s development team.
-Developed public user guides for a new AspiraOne reservation system, including creating a template for future use.
-As a part of the Retail and Reservation Program Strategy Team, nominated for Premier’s Public Service Awards for Service Delivery Innovation for APS Nominees in 2024.
-Orchestrated print publication orders, including coordinating edits, developing tracking processes, liaising with warehouses and printers and discovering needs for new products.
-Contributed to the creation and development of social media posts and the general management of accounts.
Government of Alberta - Environment and Parks / Lead Information Officer/Information Officer
MAY 2017 - OCTOBER 2021, PIERRE GREY’S LAKES & MIQUELON LAKE PROVINCIAL PARKS
-Summer Seasonal (May through September/October), Full time, 40 hours a week
-Organized and led interpretive point duty programs, educating the public on wildlife safety, history, and recreation opportunities.
-Connected with partners to ensure accurate information is communicated to park patrons.
-Completed transactions and data entry in a fast-paced environment.
-Trained staff in practical knowledge as well as ensuring their knowledge of the organization and legislation.
-Discovered and documented professional development opportunities and distributed them among my team.
-Participated in several training sessions on communication, customer service and dealing with difficult people.
-Established processes to expedite cashout procedures while minimizing user error.
-Completed financial workbooks and created weekly deposits
-Developed various communication methods to deliver key messaging to the public.
University of Alberta - Residence Services / Hall Coordinator JULY 2018 - APRIL 2019, AUGUSTANA CAMPUS
-Temporary, Part time, 16-30 hours a week
-Supervised a team of 25+ staff, coordinating training, professional development opportunities and providing support wherever needed.
-Planned weekly staff meetings to discuss issues, share information, and delivery training.
-Liaised with various departments on campus to ensure accurate information was distributed to the student body and opportunities for collaboration were identified.
-Developed strong interdepartmental relationships in order to ensure multiple student groups around campus were able to organize events.
-Supported the development of key messaging for the student body.
-Participated in policy discussions and provided feedback surrounding campus policy, including the campus’s alcohol policy, gender neutral dormitories, implementation of restorative justice practices and student access to services.
-Facilitated numerous events for both the student body and surrounding community, securing venues, donations, catering and decorations.
-Implemented systems to track and plan events for the team to gather information to inform future events.
University of Alberta - Residence Services / Residence Assistant AUGUST 2016 - APRIL 2018, AUGUSTANA CAMPUS
-Temporary (Contract from August to April), Part time, 8-25 hours a week
-Communicated with various groups on campus to ensure accurate information was distributed to the student body.
-Created strong relationships with residents of all different backgrounds in order to foster a sense of community.
-Planned and executed weekly meetings with my community to help share relevant information and help build relationships.
-Developed monthly information boards designed to help teach basic life skills to students.
-Organized bi-weekly community building events that ranged from developing resiliency skills to improving study habits.
-Trained in QPR suicide prevention training and the Community Helpers program to aid students in mental health crisis. ㅡ
Education
University of Alberta / Bachelor of Arts
GRADUATED 2024, AUGUSTANA CAMPUS
Major in Drama, Minor in Mathematics.
Grande Cache Community High School / High School Diploma ㅡ
Certifications and
Conferences
-Community Helpers Training
-Indigenous Canada Course
-ICS 100
-Indigenous Introductory Training
-Standard First Aid and CPR Level C
-QPR Suicide Prevention
-Parks Accessibility Conference 2022
-LEAD Conference 2017
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