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Customer Service Office

Calgary, Alberta, Canada
December 05, 2018

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Oksana Irwin, BBM Calgary, AB T*B *W*




Experienced and accomplished Office Manager with over 10 years of diverse managerial, operations, client services and administrative experience. Demonstrated success in managing multiple projects simultaneously with the ability to prioritize and meet deadlines. Excelled at people and project management, logistics coordination, program administration, information management, business communications, process development and reporting. Possess excellent interpersonal skills and excel at developing and sustaining professional relationships, excellent in managing client relations, human resources, and staff supervision. Skilled negotiator. Successful in effectively managing multiple priorities under pressure, in fast-paced, environments.

Operations & Project Management

Systems Integration & Business Processes

Strategic Thinker, Consultative Leadership

Result Driven Decision Maker

Human Resources & Change Management

Communication & Team Building

Administration & Operations Logistics

Customer Service & Client Relations

Software: Microsoft Office Suite, MS Outlook, Excel, PowerPoint, Word, QuickBooks, WordPress, Sales CRMs, FreshBooks, Ceridian, Appointment Plus, Google Drive, Dropbox, Salesforce, Confluence

Key Accomplishments

Successfully designed and implemented corporate travel policy that delivered modern business traveled solutions and cost-savings. Successfully implemented and managed an online based corporate travel technology that received 82% online adoption of travel booking and 90% policy compliance, which also reduced travel costs, improved efficiency, saved time and provided effective reporting.

Designed, developed, and implemented employee retention strategies, reward and incentive programs which dramatically increased employee retention, team productivity, performance and efficiency levels.

Successfully integrated cloud-based scheduling and appointment management software that increased performance and productivity by 29% and allowed for vast scheduling flexibility.

Successfully designed and executed back office systems, corporate reporting processes and procedures that resulted in significant boost in operation efficiency; managed ongoing growth management.

Professional Experience

Corporate Office Administrator Calgary, AB

Entero Corporation – 2014 – August 2018

Developed and implemented new office services procedures that reduced work volumes by 15%, cut supply costs by 23%, simplified billing procedures and ensured productivity. Successfully managed and implemented corporate space planning and renovation project that was delivered on time and on budget. Actively participated in vendors negotiations and helped reduce overall cost of the project by 13%.

Managed the daily operations of the Office and Client Services, Office Facilities, Reception, Catering, Corporate Milestone Recognition Program, Corporate Travel and Corporate Events;

Designed, implemented and managed corporate travel policy and a third party on-site service provider for corporate business travel;

Provided superb client services and client relations experience;

Implemented and managed Employee Recognition Program; Designed and implemented an online store for the Employee Recognition Program;

Fostered strong landlord tenant relations, including coordination of repairs and maintenance of premises, housekeeping and office operations; supported the maintenance of service level agreements and office services purchasing;

Assisted with the annual Office Services, Facilities and Club One budgets, as well as monitoring it throughout the year;

Organized and managed Corporate and Client Appreciation Events; generated ideas, provided support and managed budget and logistics for the events;

Managed and implemented corporate office space planning and renovation project. Provided effective solutions and organized logistics, planning and execution for the office move;

Responsible for Corporate Learning and Development Training;

Provided superb corporate communication to all levels of management, colleagues and clients;

Provided support to HR department in employees recruitment, onboarding and termination;

Generated and implemented ideas for improvement of internal standards; supported and led cultural change in the organization;

Prepared and presented information and recommendations concerning operational effectiveness to upper management;

Business and Marketing Consultant Calgary, AB

Practical Business Solutions INC. – 2013 – 2014

Diagnosed performance deficiencies and operational process gaps and provided business and administrative solutions to small business owners in operations, set-up, organization, software use, customer acquisition, and work-flow management.

Developed system architecture using emerging technologies to provide the most suitable and effective application for clients.

Determine and provide appropriate business solutions for use in operations, set-up, organization, software use, and work-flow.

Created, developed, and implemented processes and procedures which assist businesses in leveraging the tools and applications needed to run efficient and profitable marketing campaigns.

Diagnosed performance deficiencies and operational process gaps and developed and implement solutions in order to merge business evolution and business functionality.

Office Manager Calgary, AB

Western Canadian Furnace Company LTD. – 2009 – 2013

Managed daily office operations of a company with annual revenue of $2.5M+. Provided program development, research, customer service, logistics, and delivery. Established and maintained business processes, inventory, prepared business communication and negotiated vendor contracts. Successfully implemented a quality improvement program that reduced customer complaints by 85%, increased service quality and positive feedback, which resulted in a significant increase of customer acquisition.

Led and oversaw business development, operations and growth management, accounting and bookkeeping, client relations, policy development, and staff supervision.

Recruited, hired, trained, scheduled, and supervised staff; disciplined or terminated staff as needed.

Led and oversaw staff development and performance management; conducted regular performance reviews, documented staff performance and improvement, identified training needs, and planned further training.

Motivated staff members to exceed budget goals and profit targets; developed reward and incentive programs. Designed, developed, and implemented staff retention strategies.

Oksana Irwin


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Prepared and managed annual budgets and financial plans; implemented new corporate policies as needed.

Negotiated goods and service contracts; administered contracts for provision of supplies and services.

Outbound Call Centre Manager Calgary, AB

Western Canadian Furnace Company LTD. – 2005 – 2009

Led a team of 15 sales associates. Motivated staff members to exceed sales goals and profit targets. Developed reward and incentive programs that increased team productivity by 29%. Designed, developed, and implemented employee retention strategies, reward and incentive programs which dramatically increased employee retention, team productivity, and performance and efficiency levels.

Recruited, interviewed, hired, trained, and supervised sales team members.

Created and managed the overall success of a sales team by maximizing sales levels while remaining cost-competitive.

Planned, developed, established and enforced company policies and procedures.

Developed and facilitated employee training program.

Oversaw staff development, performance management and sales goals; conducted regular performance reviews, documented staff performance and improvement, identified training needs, and planned further training.

Organized staffing, including: scheduling, shift patterns, task delegation, reward and incentive programs, etc.

Designed, developed, and implemented staff retention strategies.

Additional Employment

A-1 Plumbing and Heating Ltd. Outbound Call Center Manager 2002 – 2005 Calgary, AB

Quantum Accounting Solutions INC. General Accountant 1999 – 2002 Calgary, AB

Education And Career Development

Bachelor of Business Management National University of Trade and Economics

Coursework in Accounting and Business South Alberta Institute of Technology

Accounting, Business, Organization, Business Development, Public Relations, Desktop Publishing

Additional Studies Landmark Education & Leadership Development Training

Leadership Development Programs, Level I & Level II; Business Communication, Level I & Level II

Technical Skills

Software: Microsoft Office Suite, MS Outlook, Excel, PowerPoint, Word, Salesforce, Confluence, QuickBooks, WordPress Publisher, Sales CRMs, FreshBooks, Appointment Plus, Google Drive, Dropbox.

Oksana Irwin


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