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Executive Assistant Customer Service

Toronto, Ontario, Canada
January 10, 2018

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** ***** ******* *****, ***** 5, Don Mills, ON M3A 3B5

416-***-**** (M)

A highly skilled Senior Executive Assistant/Office Manager who autographs her work with excellence.

Manages heavy and varied workloads for dynamic, complex senior executives in financial services, human resources, technology, sales and engineering environments.

Frequently commended for maintaining an enthusiastic and diligent attitude in a fast-paced environment with constantly changing priorities. Often complimented when communicating with management at all levels for my considerable skill, tact and positive attitude in accommodating requests and achieving customer service excellence.

Project manage Board events including board meetings, minutes, Annual General Meetings, new board member orientation/strategic planning sessions and special requests/events.

Reliable custodian of proprietary and confidential material; handles high-pressure situations capably with changing priorities, schedules and concurrent projects.

Strong skills in management of priorities with attention to detail and analyze large amount of information to align with corporate goals.

Recognized for well-developed leadership style and solid communication skills in engaging stakeholders on a global basis to meet deadlines.

Excellent political instinct, business savvy and creative solutions to complex problems.

Advanced knowledge in Windows environment: – Microsoft Word, Excel, PowerPoint, Lotus Notes, Outlook, Blackberry, iPhone, iPad, Internet and Intranet.


10+ years of:

Senior EA experience partnering with the CEO and Chairman in corporate settings with multinational industry leaders

Interacting with all levels of the business globally and their staff, Executive & Management Committees and Board of Directors

Coordinating up to 7 Board of Directors meetings annually, preparing Handbooks and monthly material for Board of Directors meetings including taking meeting minutes

Planning, executing and project management of world class corporate meetings and events

Understanding and translating Financial Concepts

Leadership experience, managing up to 10 Junior and Intermediate staff

Interview process, recruitment, employee training and mentoring experience

Involved with 3 Large Merger Acquisition transactions

Professional Experience

RSA Canada, Toronto, Dec 2016 to Present

Executive Assistant to the SVP Claims & Chief Claims Officer and VP, National Claims Risk & Governance Claims – Managing 8 direct reports

Providing administrative support to the SVP, Claims & Chief Claims Officer and VP, National Claims Risk & Governance Claims for the smooth running of the office and managing changing demands to meet deadlines.

Handling all incoming emails and correspondence for the SVP, providing communication (verbal and written). Prioritizing and flagging action items and time sensitive material.

Back-up support for other Executive Assistants.

Management of the SVP’s calendar as well as at local and international meetings and events ensuring the Executive is prepared with essential material.

Planning and coordinating with onsite team representatives’ local and national events up to 80 people to share current business information and trends.

Managing the extensive national and international travel arrangements for the SVP including Visas and documentation.

Providing account management of monthly expenditures for the Executive’s approval including resolution for large claims and the monthly expense accounts of 8 direct reports.

Coordinating with HR and internal departments in setting up New Hires for the SVP and direct reports as well as onboarding.

Managing attendance tracking for the Executive and 8 reports, registrations to Conferences, subscriptions and membership renewals for the Executive.

Some Personal support for the Exeuctive.

ADP Canada, Toronto, Dec 2011 to Nov 2016

Executive Assistant to DVP, Service Delivery & VP Insurance and VP Marketing - managing their 8 direct reports.

Supported numerous telephone enquiries daily and a high-level, heavy calendar schedules with many changes due to double and triple bookings.

Coordinated complex domestic and international travel arrangements, visas and other documentation with several changes in Itineraries. Travelled 4 times a month, including extensive expense management.

Ensured the smooth running of the Executives offices so that they could function efficiently and effectively in their roles.

Completed registration and preparation to Conferences and Quarterly Offsite meetings, setting up meetings with key external stakeholders including all preparatory materials such as analysis and research (bios, company data, industry research etc.) Booked facilities, agendas, catering, and all the other details.

Input quarterly & yearly bonus and annual compensation details into HRIS system for the Executive Team and 8 direct reports. Managed on-boarding and employee documentation of yearly performance reviews and succession planning.

Partnered with HR and took ownership of recruiting positions for the Executive Leadership Team. This included the Weekly Staffing review meetings, ensuring documentation accuracy and on time delivery. Reported information to all parties in advance of the meetings, and recorded results post meetings. Requirements varied from 10-35 a week. Updated spreadsheets and ensured accurate information was recorded post meeting. Networked and liaised with Regional offices and all parties.

For Executive interviews, liaised and setup meetings with external specialized HR firms and candidates.

Performed some personal work.

SAP Canada Inc., Toronto, Oct 2010 to Nov 2011 (14-Month Mat Leave)

Executive Assistant to the President & VP Enterprise Mobility, Canada & US

Provided confidential, proactive and efficient administrative support. Managed all incoming calls, read, prioritized and actioned all incoming emails, submissions and reports. Created agendas and provided background material for meetings.

Prepared minutes, action items, and ensured follow up, post meeting.

Initiated first contact with the offices of C-level executives, scheduled appointments and coordinated full utilization of the President’s time. Ensured all C-level meetings were followed up by an email from the President outlining action items or recap of discussion.

Travel arrangements: booked flights, airport transfers, hotel, agendas & material etc. for the President and coordinated complex, heavy domestic and international travel arrangements with several changes in Itineraries for the VP Enterprise Mobility, Canada and US. This included extensive expense management and invoices.

Ensured all direct reports & documents of yearly cycles were complete.

Organized internal planning sessions and quarterly business reviews. Interfaced with regional and global counterparts on internal initiatives/meetings and consistently drove customer focused activities.

Coordinated with corporate communications all sponsorship requests, speaking engagements on the President’s activities.

Recommended administrative policies and procedures for improved service delivery amongst support staff.

CIBC, Toronto Nov 2009 – Oct 2010 (1- year Mat-Leave)

EA & Coordinator to CIO of Corporate Systems & Enterprise Shared Services, CCT

Comprehensive calendar management and meetings, identifying potential problems and shifting priorities. Vendor presentations and training sessions.

Organized agendas and minutes for Management meetings and followed up on resulting action items for the CIO.

Composed complex letters, reports, and presentations. Researched background, gathered information and compiled data from multiple sources.

Arranged international travel arrangements and processed travel expenses.

Oversaw Town Hall meetings and Extended Management quarterly meetings, including facilities and premises management and/or technology for small office facilities/real estate projects.

Conducted hiring approvals, expense management, payroll attestation, absence tracking, performance appraisal submissions and personnel forms for the department.

Managed contact files.

Provided technical and administrative guidance and leadership to administrative support staff and/or new hires.

January 2009 – November 2009 - took personal time off to travel to Asia and Europe

Manulife Financial, Toronto May 1995 – Dec 2008 (13 years)

Senior EA/Office Manager to the Chairman/CEO and President

Partnered with my Executives and Sr. level Management Executives in multicultural environments.

Relieved executives of administrative functions to increase availability for Executive level responsibilities.

Consultant, coach and mentor to staff; supervising 3 Direct Reports for improvements in career advancement.

Handled a wide variety of complex and confidential situations and resolved conflicts involving the clerical and administrative function of the office.

Responsible for preparing confidential documents, routine and high level time sensitive material including for the Board of Directors meetings, 7 times a year. Acted as liaison between Board of Directors, Sr. Management team, shareholders and other relevant parties. Interacted with all levels of business Executives globally and their staff.

Planned and organized the heavy, varied and demanding work schedules, quite often with sudden changes in priority related to Manulife’s World-Wide Investment Operations. This included Program planning, logistics and facilitation of conferences in addition to the bi-annual North American Chief Investment Officers’ Conference in Napa, CA for 40 delegates and spouses, sight unseen. Ran the offices of the 2 Executives, coordinating all internal and external meetings, correspondence, hectic, intricate and extensive International travel schedules, arranging visas and required documentation. This included virtual communications with executives while overseas. Being decisive and intuitive to implement quick decision making. Important link between CEO, Senior Executives and management globally.

Interacted with large scale and high profile organizations such as: the Children’s Aid Foundation’s Annual Teddy Bear Affair, the Canadian Federal Minister of Finance, US Treasury, Auditor General of Canada and leading Canadian Universities. Performed special projects requested by the CEO, researching, preparing and submitting confidential information. Managed a budget of $4.5 million.

Involved with John Hancock’s and North American Life’s merger transaction, integrating and restructuring.

Spearheaded large scale SharePoint Portal Pilot project for the CEO. Recruited and managed 2 dedicated staff to work from inception to completion over 6 months. The System was adopted by the Company.


YPA – Young Presidents’ Assistants

IAAP – International Association of Administrative Professionals, Toronto Chapter

BTUA – Be the Ultimate Assistant, a Private Club

Global Executive & Personal Assistants Association Organization lead out of UK.

Volunteer Activities

International Association of Administrative Professionals GTA LAN (Local Area Network)

Director & Education Chair for Administrative Professionals – 2015-2017

Researched and sourced dynamic Keynote Educational speakers for monthly meetings. Negotiated venues at Toronto's finest facilities to provide exciting and relevant information to members/guests at the Dinner speaking events. Wrote articles and informative newsletters about upcoming events. Managed the budget and mentored LAN members for advancement in their careers.

York Condominium Corporation 270, President, Treasurer & Director, Board of Directors, (2008-2016)

Oversaw the governance of operations, finance & reserve fund of a 66-Unit Condominium Corporation. Led a team of 5

Directors on the board and directed the Property Manager and Contractors on essential capital projects and

maintenance. Completed Board of Director minutes, as well as liaised with the President of the Property Management Company and maintained effective communications & rapport with the Unit Owners. Under my leadership the properties increased in value in the amount of $230,000.

Young Presidents’ Assistants (YPA), Co-Chair YPA Annual Retreat & 30th Anniversary, 2009

Planned, led, organized and controlled the major event, including managing the budget, speakers & agenda for 40

Delegates out of Toronto at the Fairmont Le Chateau Montebello, Quebec. It was magical.

CIBC Run for the Cure, Top Fundraiser in an award winning team - 2008


Certified Administrative Professional (CAP) – September, 2016

Specialized Office Management (OM) – April, 2017

Accounting & Family Law Studies, Honours, Humber College, Toronto

Professional Development – October 2015 – July 2017

Best Practices for Working with Boards & Committees

Self-Promotion: How to Shine Confidently Inside and Outside the Workplace.

The Amazing Assistant

In our Personal Brand, a resume is just a start – Managing our Professional Image

Assistants as Leaders in today’s Workplace

Timesaving (and jaw-dropping) Productivity Tips using Microsoft Office

Your Personal Trademark

Mind Mapping

Stepping out of your Sandbox. The Key to Goal Fulfillment

It’s not what you Say, It’s how you Say it

Build your Personal Brand: Showcasing your Best Professional Self to Achieve your Career Goals

Communication by Design

Success skills for the Administrative Supervisor & Manager – Managing in the Digital Age

Gifts & Awards in Business

Drop your Bucket right where you are

If I Talk, Will you listen?

Moving forward with Mentoring

Straight A’s Leadership, Leaders Get Give…The G-3 Approach. Net giving takes the work out of Networking. The

Fundamentals of Leadership.

Microsoft’s One Note: Take Note! OneNote – The Digital Age Note Book

Creating a Life Long Tax Efficient Income

Guide to Retirement

Organizing and Managing PDFs with acrobat, plus an Illustrator & Dreamweaver overview

Social Media for today’s Professional administrators

Communication Series: Powerful Writing Skills, Business Writing Quick and Easy, Powerful Communication Skills

Speed Reading

Leadership Series: Effective Supervision and Administration, Effective Managers the Complete Guide, Think on your Feet, Seven Habits of Highly Effective People, The Super Achievers

Executive Program: Secrets of Executive Success, You can Negotiate Anything, Organized to be the Best, Professional Presence.

Contact this candidate