Customer Service Management

Shannon D. Svingen-Jones

#** – **** Riverside Drive, Port Coquitlam, BC V3B 7W5

Phone: 604-***-**** Email: *******@*****.***

Objective: To secure employment with a company that has a vision of growth and leadership where I can use my previous

experience and ambition to further the goals of the organization.

SUMMARY OF QUALIFICATIONS:

10 years success in business management and leadership within education, community and social services sector

Ability to meet and exceed organizational goals and targets for private and not for profit societies

Outstanding communication, customer service and interpersonal skills both verbally and in written form

Excellent interpersonal skills, creative, competent, dependable and motivated to succeed

Solid background of managing personnel and complex issues in a fast-paced environment

PROFESSIONAL EXPERIENCE:

Management Accomplishments:

Managed the overall operation of multiple educational campuses in assigned region (12 in total)

Participated in the development, implementation and monitoring of corporate and regional initiatives for the achievement of

Company financial, sales/service goals and objectives

Analyzed, evaluated and recommended course of action to address business issues at an executive level

Ensured compliance with regulatory and government agencies for private and non profit business sectors

Planned, implemented and administered industry training programs and workshops

Developed and maintained industry relationships and partnerships

Responsible for the governance and development of implemented policies and procedures

Ensured adequate number of start dates for new programs

Coordinated scheduling, class assignments and instructors

Developed and tracked company's annual Strategic Plan

Followed up with Strategic Plan Initiatives

Wrote regular reports to the Ministry and Government agencies

Directed daily operations and reviewed projects and programs

Directly responsible for new campus start up and project management (determined need, located space, negotiate lease,

build out, marketing & staffing to opening day)

Implemented campus diagnostic procedures for all departments to ensure student satisfaction

Effectively met critical quarterly deadlines and targets

Human Resource Management Accomplishments:

Ensuring appropriate staffing for administration and instructional purposes (up to 150 employees)

Managing staffing decisions including recruitment, selection, terminations, orientation and training

Facilitated testing for new employee’s when required

Developed interview questions and techniques for all positions (behavioral and competency based interviewing)

Establishing, monitoring and tracking performance plans and productivity standards

Human Resource Development through coaching, developing and inspiring staff to maximize performance potential

Assisted executive team in identifying internal candidate potentials and mentoring employees for internal promotion

Facilitating conflict resolution for staff and students and acted as mediator

Administered weekly and monthly meetings in all departments

Created employee job descriptions

Developed specialized project positions

Developed employee policy and procedure manual

Provided advice, support and guidance to Directors while indirectly managing all company staff within assigned region

Approving all staffing decisions including hiring, salary, performance evaluation, discipline and terminations

Dealt with all HR issues with sensitivity and discretion

Dealt with labour relations issues, including grievances, mediation and court appearances when required

Developed Human Resources Procedures and ensured proper distribution of required updates

Interpretation of employee contracts and collective agreements

Shannon D. Svingen-Jones Page 2

Phone: 604-***-****

Educational Accomplishments:

Developed faculty and academic plans for student retention and persistence

Facilitated faculty development and training

Implemented faculty seminars on classroom conduct and classroom management

Conducted annual faculty reviews

Initiated, implemented and succeed in developing the Early Childhood Education Program (curriculum, lesson plans,

program outline)

Submitted curriculum and new program ventures to PCTIA for approval

Submitted curriculum and Early Childhood Education Program to Ministry of Children and Family Development for

approval

Provided leadership and vision to program heads

Worked closely with the curriculum development department for annual curriculum reviews

Implemented and succeeded in the initial offering of the Practical Nursing Program

Approved any curriculum changes (new textbook additions, additional supplementary material & any curriculum additions)

Student Administration Accomplishments:

Responsible for developing a culture which facilitates student engagement and regular assessment of student feedback and

satisfaction.

Provided a co-curricular student experience which engages student with the college community outside of the classroom.

Lead student engagement and student success initiatives.

Ensured the quality of student satisfaction as it relates to Student Affairs.

Oversaw the administration of student satisfaction inventories and communicates results to the campus community;

facilitates strategic planning and initiatives in response to inventory outcomes.

Developed and communicated channels for students to provide feedback, comments, concerns, suggestions or complaints to

administration

Served as Chief Conduct Officer for all student related issues

Responsible for student recruitment for all 12 campuses (marketing, orientation)

Provided student-centered services which enhance student life and learning through quality delivery, inter/intra

departmental collaboration and supports the mission of the institution:

Lead New Student Orientation; Ensures assessment outcome tools to capture orientation success and feedback are in place.

Oversaw all of School Sponsored Housing including training and on-boarding, program management, fiscal management,

residence life, vendor management, persistence and marketing.

Oversaw the Student Support and Wellness services, the tracking of referrals, contacts, resources, outreach, programming

and training.

Oversaw the quality delivery of services that ensure student engagement, student development and student life. Ensures

assessment outcome tools to capture success and feedback are in place.

Lead or participates in Graduation.

Ensures that appropriate supports and services are in place for the international student population.

Oversee communication to the student body regarding support and auxiliary services, student life, events, clubs,

organizations, resources, etc. via multiple mediums including, but not exclusive to, social media.

Financial Management Accomplishments:

Setting financial and sales targets for multiple campuses

Annual strategic planning and financial forecasting for entire career college division

Budget forecasting and financial management

Cost analysis for potential business ventures

Demonstrated trust and responsibility when making bank deposits and bank reconciliations

All other daily and monthly financial record keeping

Accurately managed and documented petty cash and all approved disbursements

Prepared monthly and annual budgets

Utilized exceptional skills to successfully acquire Government Grants

Maintained profitability and growth

Negotiated multi year lease for housing program

Shannon D. Svingen-Jones Page 3

Phone: 604-***-****

Marketing Accomplishments:

Coordinate the preparation and publishing of student affairs calendar and advertising/press releases.

Ensured that marketing is appropriately targeted to obtain maximum profitability

Provided motivation and guidance to Admissions Department to achieve sales targets

Identified appropriate market areas for sourcing potential students

Identified and implemented creative outside marketing opportunities leading to qualified leads

Demonstrated accuracy and attention to detail when reviewing all marketing materials prior to production

Involved with all marketing ventures for the college distribution

Developed society web page

Prepared quarterly newsletters

Designed society logo for letterhead, business cards, brochure etc.

Planned and coordinated community events

Designed and developed Company Yearbook concept

EMPLOYMENT HISTORY:

2008 - 2013 Dean of Student Affairs & Director of Career Services, The Art Institute of Vancouver, Vancouver BC

2003 –2008 Director, Regional Director & Director of Operations, Vancouver Career College, Vancouver BC

1997 - 2003 Executive Director, Childcare Services, Novaco Childcare Centre Society, North Vancouver, BC

1992 – 1997 Teacher, Champlain Childcare Centre Society, Vancouver, BC

1990 – 1992 Teacher, Westwood Players Childcare Centre, Coquitlam, BC

EDUCATION:

2008 Bachelor of Business Administration, South University, online (ongoing)

2000 Leadership Certification Training, Continuing Education, North Vancouver, BC

1990 Early Childhood Education (Douglas College), Special Needs Education (Langara College), and Infant Toddler Education

(Northern Lights College)

CONFERENCES & SEMINARS ATTENDED:

2004 One Minute Manager, Vancouver Career College, Coquitlam, BC

2003 Birkman Method, Vancouver Career College, Vancouver, BC

2003 Management and Coaching for Performance, Richmond, BC

2001 NAEYC National Conference, New Orleans, USA

1999 Best Practices for Quality Aboriginal Early Childhood Programs, North Vancouver, BC

1998 Non Profit Organizations, Working with a Board, Directors and Communities, West coast Child Resource Centre,

Vancouver, BC

1998 Effective Team Building, ECEBC, Victoria, BC

References:

Available upon request

Contact this candidate