Manager Quality Control

Luisa Serpa

*** ********* ******

Aurora, Ontario

L4G 7W6

Phone: 905-***-****

E-mail: **********@*******.***

Objectives

To obtain a full time position in a challenging, positive environment to expand my skills and experience.

Education

Master of Arts (in progress)Counselling Psychology, Yorkville University (Online)

Diploma (May 2010)Drug and Alcohol Counsellor, Fleming College (Peterborough, Ont.)

Honours BA (June 2007)Professional Writing, Periodical Stream, York University (Toronto, Ont.)

Certificate (May 2002)General Arts and Science, Humber College (Toronto, Ont.)

Experience

Financial Aid Assistant (May 2011 - present)

RCC Institute of Technology (2000 Steeles Avenue West, Concord, Ontario L4K 4N1)

As a Financial Aid Assistant, I am the first point of contact in the finance department for prospective students. I contact new students by phone or email to arrange payments for the start of the coming term. I also arrange appointments to complete OSAP applications or give accurate, detailed information about OSAP to prospective students. I am Ministry trained on OSAP. I am responsible for keeping track of student payments and any forms or other correspondence relating to student finances. I also draft letters and emails concerning overdue payments or refunds. I am in charge of organizing outstanding accounts including collecting any outstanding payments. I use Microsoft Excel to keep track of student lists as well as the computer student record system (YSIS). I assist the Financial Aid Officers with any additional work such as returning phone calls, faxing, taking extra appointments, posting payments, recording payments, filing, creating files, etc.

Receptionist (January 2011 – April 2011)

DMS Financial Management Inc. (705-1 West Pearce Street, Richmond Hill, Ontario, L4B 3K3)

As a receptionist, I was responsible for answering the switchboard and for directing calls or taking messages as appropriate. I was responsible for typing up mortgage commitments and tracking clients’ files. I was also in charge of the office equipment and the incoming/outgoing mail including sending express packages. I made calls to other financial institutions as needed and kept files organized and up-to-date.

Photo Centre/Wireless Manager (July 2010 – January 2011)

Wal-Mart Canada (23550 Woodbine Ave, Keswick, Ontario, L4P 3E0)

As a manager of two departments, I was responsible for controlling and recording inventory, sales and wages, following up on outstanding issues regarding inventory, employees or supplies, scheduling, hiring, training, maintaining all equipment to ensure good working order, handling customer enquiries, organizing and maintaining the departments with merchandising and providing excellent customer service.

Photo Lab Technician (February 2008 – July 2010)

Wal-Mart Canada (135 First Commerce Drive, Aurora, Ontario, L4G 0G2)

As a lead associate in the photo lab, I was responsible for serving customers, handling money, maintaining the machines, keeping the lab neat and tidy and organizing merchandise. Upon the absence of my manager, I was expected to keep the lab in order including dealing with customer complaints, dealing with machine break-downs, organizing merchandise or products that are received, setting the tab, counting and controlling inventory and dealing with any conflict or schedules involving other photo lab associates. I was expected to work hand-in-hand with management upon the absence of my manager on issues involving problems with merchandise, paperwork or associates.

Drug and Alcohol Counsellor Intern (January 2010 – May 2010)

Keswick Alternative Education Centre (204 Simcoe Ave, Unit #3, Keswick, Ontario, L4P 2 H7)

As a drug and alcohol counsellor at the school, I was responsible for counselling students who are either in crisis or in need of emotional support as well as being involved in any situations related to drugs. I participated in classes regularly and created relationships with the students to better my ability to offer support. I participated in any meetings that were relevant to my role and have developed solid working relationships with all staff including teachers and other supports. I worked side-by-side a child and youth worker intern and together we created a stable team of support for different life areas. Relaying information is an important part of this role and this was carried out in a non-judgmental, age-appropriate manner. Team work is essential in this environment and this was achieved through incredible patience, active listening and a take-action approach. I have completed intake interviews for any students who have been suspended for alcohol/drug use during school hours.

Photo Lab Technician (August 2000 – April 2006)

Wal-Mart Canada (17940 Yonge Street, Newmarket, Ontario, L3Y 8S4)

As a photo lab associate, I was responsible for serving customers, producing high quality prints, quality control of prints, handling money, organizing merchandise and counting inventory.

Quality Control and Assistant Proofreader/Copywriter (April 2007 – February 2008)

BFS Entertainment & Multimedia Ltd. (360 Newkirk Rd, Richmond Hill, Ontario, L4C 3G7)

I was responsible for quality control of incoming videos and DVDs. I was also responsible for researching actors and movie facts as well as copy writing movie descriptions after screenings, which were published onto final products. I organized products in the warehouse by creating lists and locations. I was responsible for sending products to the sister company for transferring. I was the main person for organization of old product in both the warehouse and the office.

Editor Intern (June – August 2006)

TheSoko.com (online)

I was responsible for copy editing, fact-checking and publishing articles on a weekly basis. I was responsible for making sure the copy was clean, concise and free of errors. I had some authority as to article topics.

SkillsInterpersonal skills including counselling techniques such as Motivational InterviewingGeneral knowledge of community resources and agencies in York RegionPsychology/mental health knowledgeAccounting software (Simply Accounting)Computer applications (Microsoft Office including Word, Access and Excel)Proficiency in the English language and communication (oral, written)Physical labour (i.e. lifting, bending, excessive walking)Office knowledge (ordering supplies, filing, answering phones, greeting clients, etc.)Access to extremely reliable vehicle

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