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Administrative Assistant Customer Service

Ottawa, Ontario, Canada
April 03, 2018

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Nahlah Al-Ogaidi

Ottawa, Ontario



Varied Customer services background with over 10 years’ experience managing university administrative operations. Solid experience in Administration processes including managing a very busy front desk for both Academic & Students Services departments serving various types of customers from students, parents, faculty, management and external customers.


Strong customer service and commitment to quality

Demonstrate tact and professionalism, and maintain confidentiality

Team Leadership

Admissions & Registration

Student Counselling

Staff Management

Coaching & Mentoring

Training & Development

Ability to balance multiple priorities and projects

Drafting and issuing various types of letters and reports

Event Coordination

Excellent knowledge of MS Office products (Word, Excel, PowerPoint)

Budgeting & Planning

Student Recruitment

Time Management, Multitasking and prioritizing skills.

Technical proficiencies

Microsoft Word, Excel, Access, PowerPoint, Outlook, Ellucian, SHC PORTAL, HCT PORTAL, Image Now, SharePoint

Education and Credentials

Bachelor of Science in Computer Science & System Analysis

Baghdad University – Iraq

Professional Experience

Higher College of Technology, Dubai & Sharjah, United Arab Emirates July 1997–July 2017

A community of more than 23,000 students and 2,000 staff based on 17 modern, technology-enhanced campuses around the UAE.

College Registrar & Acting Academic Services Manager, Dubai, UAE, July 2013– July 2017

Ensure high-quality educational standards through diligent budgeting, goal setting, resource planning, and performance management; oversee academic services functions, generate and analyse reports for quality assurance, maintain accurate student records, coordinate events, provide information to students and parents, and recruit, hire, train and mentor staff. Budget C$250K, 11 direct reports in Academic Services, Career Centre, and Internship units.

Relocated by request to tackle issues with student records; developed new policies, processes, and reallocated staff; resolved records issues and instituted 24-hour response program; improved student social media complaint rate from most to least, of 17 campuses.

Introduced new process to identify special needs students and ensure accommodation in a timely manner, working in close coordination with student counsellors.

Launched new activities for student orientation to assist with program choice.

Led implementation of new online registration system; held multiple intensive training sessions for Program Chairs and 2500 students.

Developed an Examination unit to ensure consistency in procedures, security of exam materials, and integrity of examination process; accounted for printing, storage, archival, and collection.

Academic Services Coordinator & College Assistant Registrar, Sharjah, UAE, Jun 2010 – Jun 2013

Supported day to day operations of Academic Services at Sharjah Women's College; served as a key contact for admission and registration, degree audit and graduation, scheduled assessments and system exams, recruited, advised, transferred, and re-enrolled students, and coordinated events. 4 direct reports including Academic Services officers and administrative support.

Created exam scheduling application to automate publishing, increasing accuracy, efficiency, and workload balancing; adopted centrally for use at all 17 campuses. Increased college enrolment by 9% through 3-year campaign; engaged campus support staff to make phone calls, send emails, and SMS to potential candidates.

Oversaw annual College Entry Examinations for over 3000 High School students at two campuses in one day. Scheduled exam, managed college faculty, staff, and all logistics to maintain smooth operation.

Academic Services Coordinator & College Assistant Registrar, Sharjah, UAE, May 2008 – Jun 2010

Oversaw all academic operations for Sharjah Women's & Sharjah Men’s Colleges. 7 direct reports including Academic Services officers and administrative support.

Successfully ran Academic Services functions for two campuses; met all admissions, registration, scheduling, exams, and graduation deadlines.

Developed a successful system to manage the front desk services to provide all customers with the required services all the time.

Developed a Program to increase enrolment for the recruitment team at both campuses. Performed as Acting Director for both campuses every summer in the absence of the Director.

Academic Systems Officer / Team Leader, Sharjah, UAE, Nov 1999 – March 2008

Spearheaded academic and administrative functions for Sharjah Women's College, including admission and registration processes, student recruitment, transfers, and re-enrolment, prepared forecasts, analysed reports, scheduled and coordinated events, trained staff on processes and technology. 2 Officers and 1 Administrative Assistant.

Built team and developed new processes for growing college with over 2000 students.

Automated newly developed processes, ultimately creating main HCT PORTAL, working closely with Education Technology.

Trained other campuses’ Academic Services support staff on PORTAL applications.

Nominated to participate in System committee to review and develop HCT policies.

Additional Experience:

Administrative Assistant, Higher Colleges of Technology, June 1997 – July 1998

Receptionist, British Council, July 1996 –June 1997

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