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Customer Service Administrative Assistant

Brampton, Ontario, Canada
February 12, 2018

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** ********* ** ******** ** L6X 2X1

365-***-**** 17a5a033


Administrative professional committed to offering versatile office management, planning and marketing skills.


Customer oriented

Charismatic public speaker

Project management

Office administration

Strong client relations

Staff recruiting and retention

Organized multi-tasker

Strong Analytical and interpersonal skills


JANUARY 2006 – TO JUNE 2017

Managing Director – Operations / Fernandes & Company Inc - Brampton

Created the business plan and oversaw the operations of the home-care company including HR, customer service, scheduling, quality assurance (QA), payroll and invoicing using data from the Business Operating and Scheduling System (BOSS).

Worked on the day to day operations of the business, marketing, sales and budgeting.

Hired and trained administrative and clerical staff on operating procedures, company services.

Resolved existing and prospective customer inquiries and complaints.

Public Relations for the company with impressions on social media, television, radio and in-print.

Created policies and procedures for ISO standardization, maintained certification for 3 years consecutively.

Reported quarterly statistics to Home office and CRA.


Remote Call Centre Agent / Live Xchange

Provided customers with new product information, processed orders and addressed complaints.

Maintained up-to-date knowledge of store promotions to further enhance the customer experience while helping build loyal clientele.


Conversion Caller / York University – Atkinson College

Scheduled advising appointments for new and existing students at Atkinson College using the on-line student records system (SIS).

Prepared Advising packages for students attending advising appointments.

Fill in for customer service at front desk, as needed.


B.E.S. (Hons.) Faculty of Environmental Studies / York University (2003)

Emphasis in Gerontology, Human Populations and Settlements.

Activities, Awards & Acknowledgements

Volunteer, Patient Experience Program, Brampton Civic Hospital / Peel Memorial Hospital – actively on the volunteer team working on streamlining the Discharge Summary Process and Patient Experience Call Centre

Served as a Volunteer Secretary at the 2nd Brampton Cubs and Scouts. Prepared monthly minutes for the Scout leaders, scheduled activities for the Beavers, Cubs and Scouts and assisted at the Mesh Dinners and Christmas Bazaars.

Speaker at the Family Caregiver Training Centre - Education provided are as follows: Alzheimer's Care, Housing Options, Caregiver Stress, Chronic Diseases, Personal Care, Diabetes management, Nutrition, Safety in the home, Community Infection Control Practices, and Palliative Care, to name a few.

Organizer of the Be a Santa to a Senior Program for the Brampton, Caledon, Georgetown, Woodbridge regions: Coordinated nine holiday gift drives for isolated seniors; organized, sorted and delivered over 7000 presents to the seniors with a team of volunteers.

Led the team on the ISO 9001:2008 certification.


Passion for senior Care; encouraging assimilation and integration of seniors in the community

Passion for the environment; Wildlife and Exotic birds.


Available on Request

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