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Office Manager/Administration/Customer Service Manager

Hamilton, ON, Canada
March 11, 2018

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Mariana Casey

Office Management and Customer Service

*** ******** **., ********, **, L9G 2B1

289-***-**** - home; 905-***-**** – cell; email:

Outstanding organizer, manager and team leader. Proven track record in employee and client relations combined with recent and up-to-date skills in computers, database, project coordination and management. Responds to challenges with confidence, determination and focus. Fluent in English, Russian and Bulgarian. Motivated, adaptable, dependable; Leads by example, works well independently or as part of a team.

Office management & administration

Human Recourses

Scheduling & Project Coordination

Data Entry and management

Database applications management

Corporate reports and data presentation

Advanced Customer Service



oMicrosoft Office Suite, Microsoft Project

Bamboo HRIS, ADP, PeopleSoft


FrontPage, PowerPoint, CRM, AutoCAD

Database Concepts, Applications & Management


Henderson Structured Settlements LP 2014 - 2017

Office Manager - Administration, Accounts, HR & Processing

Acted as a liaison between Senior Management, Customers and Employees.

Ensured that the filing systems are maintained and current (paper and virtual)

Maintained and updated the Database records - including building new reports and adding features

Actively involved in company’s Marketing events, Project coordination and strategies

Produced Ad hoc reports as requested by management

Responsible for the Monthly, Quarterly and Yearly Reporting

AP & AR, end of month consolidating procedures and reporting

Coordinated and troubleshooted with IT department on all office equipment and software

Organized and coordinated office operations and procedures to ensure organizational effectiveness and efficiency

Assigned and monitored the responsibilities and tasks among office admin staff

Designed and implemented new filing systems (paper and virtual)- improved effectiveness

Conducted annual performance reviews of admin staff

Drafted, implemented, oversee, and maintained the branch Policies and Procedures Documentation

Coordinated with HR on all new hire requisitions

Training new hires, and their successful integration

Built and maintained collaborative and constructive working relationships (internally and externally)

Performed other related duties as required, which included but not limited to: contracting and commission duties, travel and event planning, organizing and scheduling.

RGS - Your Group Benefits People 2013 - 2014

Manager -Office, Administration, HR & Processing

Providing direction and support to the Office team.

Direct and provide required Administrative Support for all Financial and Insurance Needs.

Recruit for key positions through interviews and sourcing.

Processing client requests for Insurance and Segregated Funds

Maintain relationships with Clients and MGA’s.

Coordinate Group Benefits Quotes & Policies for Clients

Develop Reports and Presentations for Group Clients

Coordinate Communications and Troubleshooting with Insurance Providers

Responsible for establishing and managing the delivery of all HR, H&S, and payroll services to all employees.

Accounts Payable/ Receivable

Help management identify and resolve employee relations issues.

ERIE Consulting Inc. 2012 - 2013

Manager - Office & Administration - Contract

Administrative Services and Customer Relations

Update and monitor accounts payable/receivable

Research, format and draft and policies.

Review and Organize WSIB appeals files

Liaise with clients, and Management.

Travel and Events arrangements

Starbucks Coffee Company 2009 - 2012

Manager - Customer Service & Administration

Administrative Duties, Delegate and Communicate with Upper Management

Managed daily operations to provide outstanding customer service

Management of a small 10 employee team

Bank deposits, Cash management, Reports and Progress charts, Customer Service

Responsible for training new employees, Organizing Charity and Promotional events

Analyzing reports and forecasts - providing feedback to improve sales

Ordering and Inventory System maintenance

Anik Management Consultants, Ottawa, ON

2007- 2009

Manager - Admin/Human Resources (Contract)

Management and Human Resources services to an HR consulting firm. Administrative duties. Customer Service Management and Support.

Drafted and formatted HR policies.

Office Management for a small team.

Interviews and Recruiting for various positions.

Research and prepare training programs

Updated and monitored accounts payable/receivable

Review and Organize WSIB appeals files

Liaised with clients, and Management.

Home Depot, Ottawa, ON 2004 to 2006

Human Resources Coordinator / Scheduling

Managed 24-hour schedule for 250+ employees across busy retail operation. Assisted Human Resources Manager with HR related functions. Designed orientation programs; assisted with in-store and remote web-based training content. Consolidated data and presented information for corporate reports. Coordinated training events and meetings for local and senior management. Maintained stock of stationary and training supplies.

Acted as a liaison between Senior Management, Customers and Employees.

Interviews and Recruiting for various positions.

Redefined monthly training curriculum for more efficient process.

Provided support at the Customer Support Desk and Installs Department.

Modify the Database to achieve effective weekly schedules.

Alltech Machine Shop, Ottawa, ON

2000 - 2003

Administration Manager & Client Service

Managed the Administrative Services and Customer Relations for busy machine shop. Scheduled appointments and meetings, maintained associates schedules, payroll, troubleshooting, customer complaints, AP & AR, consolidate month end reports; maintained inventory supply, nightly cash count & deposit.

Communicating with clients regarding any order issues while maintaining and building strong relationships.

Office and Team Management.

Interviews and Recruiting for various positions

Obtained and verified technical documents required for operational process.

Entering orders into their system.

NOVOTEL Plovdiv, Plovdiv Bulgaria

1993 - 1996

Banquet Manager, Supervisor & Team leader

Oversaw promotions, benefits and all personnel-related issues.

Interviews and Recruiting for various positions.

Increased profile of the facility by redesigning banquet hall.

Improved overall function of facility and increased profits by reorganizing staff and work processes.

Ensured smooth event operation through effective leadership of banquet staff in popular event facility. Organized and managed Catering Services. Responsible for Human Resources Functions of the management team: created a dedicated team by recruiting, hiring, and training & supervising;


Diploma, Computer Application Programming

Herzing College, Ottawa, Ontario


Diploma, Political Science and Social Studies

Climent Ohridski University, Sofia, Bulgaria


References available upon request.

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