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Manager Customer Service

Toronto, ON, Canada
November 17, 2018

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** ***** ******** **. ******: 647-***-****

Toronto, Ontario M5V 0B1


Detail-oriented, computer-savvy administrative professional with versatile office management skills acquired through 8 years of experience as a office and event administrator. Make high quality guest decisions while performing under pressure. Driven for action in fast-paced environments with multiple priorities. Proven success with inventory management and reduction of inefficiencies and expenses. Train new hires in customer interaction. Languages: English, Spanish and working proficiency in French.

Computer skills: MAC, Google Suite, Slack, Photoshop, QuickBooks, MS Office(Word, Power Point and Excel).


Thomson Reuters Event Center Feb 2017 – To date

Office Manager

Office Operations, Events, Room Bookings and AV; Managing up to 8 employees

Coordinate the daily operations of Thomson Reuters’s Event Centre to successfully develop customer experience; including conference spaces, executive suites and common offices and hoteling workspaces. Executing support to Executive level (CEO, CFO, Chief of Staff) with operational duties and special projects. Organize weekly appointment with facilities team to ensure proper functioning of critical elements within the building.

Coordinate and plan the weekly activity for reception.

Prepare and manage budgets according to office activity needs and ensuring all expenses are monitored

Manage events requests and confirm Hub bookings as liaison between Toronto office and in-house clients.

Coordinate to book restaurants, catering, hotel, travel, and room setup based on experience design.

Provide day-of support, ensuring that all details of the event are running smoothly, including technical support.

Connect with local technology team for pre/during/post event tech support, ensuring exclusive day-of tech support assignments

Build and manage strong relationships and be the point of contact for various suppliers and contractors (i.e. grocery/food vendors, handymen, IT support)

Manage base building and security protocols and guest check-in process

Maintain and continuously building company culture by coming up with creative initiatives and partnering with other departments: monthly and company wide celebrations and events

Participate in the onboarding of new employees from office tours, desk set up, seat allocation, etc.

Control hiring and training processes. Coordinate scheduling.

YORK UNIVERISITY Feb 2016 – Feb 2017

Operations Manager-Contract

Administrative & Financial Planning, Events and Marketing; Managing up to 20 employees

Administrative support to the General Manager to settle and monitor budgets, and maintain financial and administrative records. Responsible for overseeing the smooth running of the office at the Student Centre York University Campus. Developed marketing strategies and seasonal events while promoting corporate brand within campus.

Conserved General Manager’s time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information.

Assisted with preparation and submission of expenses.

Carried out staff appraisals, managed performance and disciplined staff.

Managed all business enquiries via phone, email, and multimedia.

Reviewed staffing levels and gave instructions to supervisor & coworkers to ensure that operational needs at the Student Centre can be met.

Developed and lead a customer service workshop to new employees to deliver service excellence to exceed expectations.

Managed and updated CRM’s in order to increase small to large in-campus events.

Completed events critical path task by properly delegating duties to specific staff; following up on results.

Designed new promotions and initiatives to contribute with the business development: social media strategy to promote Student Centre events within York University community with a result of Increasing Facebook likes by 80% and Instagram by 60% within 4 months.

THOMPSON HOTEL Jan 2014 – Jan 2016

Food and Beverage Outlets Supervisor

Managed team of 10 servers

Supervised daily outlets operations (restaurant, events, and in-room service). Planned schedules for up to 10 employees. Responsible for employees’ performance and followed-up corrective action. Applied corporate marketing strategies to ensure a consistent brand experience.

Planned and coordinated pre-event requirements ensuring all stakeholders involved are in agreement with details of the event such as budget, overall theme, travel requirements, entertainment, marketing items and give-a-ways. Such as NBPA All-Star Toronto 2016; Mac n Cheese festival, Le Poutine and Burger Week.

Negotiated third party needs including speakers, AV companies, entertainment, décor, registration management and contracts.

Managed event marketing: social media, flow documents, décor, marketing material, and promotional items.

Provided assistance with hotel visits and tours

Conducted daily departmental briefings to communicate effectively with all staff about different events & in house visits, special amenities, and in-house vip’s.

Acted on customer’s feedback relevant to restaurant food & beverage menus; including customer complaints and compliments.

Motivated team to encourage customers to write about their positive experiences on Trip Advisor; duplicating the hotel’s reviews in the last year.

Completed final billing reconciliation with client and accounting department.

MODERN KOSHER CATERING April 2010 – Dec 2013

Office Administrator

Assist managing all aspects of high profile/large-scale social & corporate events. Manage receipts, billing, & expenditures.

Handle clients’ inquiries over the telephone and in person

Update and manage calendars and provide reminders for upcoming company events

Met with clients and planned and costs menus including different options to stay within the customer’s budget: cocktails, food stations/buttered canapes, buffet or platted meal, sweets tables and late-night station.

Coordinated logistics and negotiated contracts with third-party vendor to ensure low fees, including florists, party rental companies, temporary staffing companies and audiovisual vendors.

Developed a fast-track program to recruit and train 25 new servers in one month.

Performed post-event evaluations by gathering information from customer satisfaction surveys and presenting report to event stakeholders.


2012 Wine Specialist Course, UNED-Distance Education

2010 Hospitality Management Postgraduate, George Brown College (Canada)

2010 Project Management Postgraduate, Centennial College (Canada)

2006 Advertising and Public Relations, Bachelor of Arts, ESIC Marketing School (Spain)

2003 Tourism, Bachelor of Arts, University of Navarre (Spain)

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