Executive Assistant Customer Service

ENID D’COSTA

Toronto, ON 416-***-**** ********@*****.***

PROFILE

Versatile Executive Assistant / Administrative Professional with diverse experience and a proven track record of achievements in managing all aspects of administration within a corporate setting.

Exceptional planning, organization, and prioritization skills; adept at managing multiple projects within high- volume, demanding, and fast-paced environments while achieving established objectives and deadlines.

Solid interpersonal and communication (oral and written) skills with a strong focus on the provision of excellent customer service; builds trusting and respectful working relationships with all stakeholders, including senior executives, managers, peers, clients, vendors.

Resourceful and collaborative problem-solver who seeks innovative solutions to problems and proactively identifies opportunities to enhance processes and systems to create efficiencies within the office.

Understands the need for confidentiality, discretion, and professionalism in dealing with highly confidential or sensitive situations.

Open minded, practical, versatile, and agile with change; exhibits sound judgment in making independent or team decisions under pressure or during times of change.

Superior computer skills: Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Visio, Outlook), Concur Expense Management System, and Intranet. Expertise in building client and vendor databases.

Key Competencies

Executive Support

Project Management

Event Planning

Budget Management

Expense Reporting

Proposal Preparation

Calendar Management

Office Management

High Impact Presentations

Customer Service

Data Management

Research

CAREER SUMMARY

NORTHBRIDGE INSURANCE COMPANY, Toronto, ON 2007 – 2017 A subsidiary of Fairfax Financial Holdings Limited, Northbridge Insurance Company provides commercial property and casualty insurance products to businesses in Canada, through a network of brokers and agents. Executive Assistant, Customer Excellence, Transportation & Logistics Canada Executive / Management Support

Maintained utmost confidentiality and respect for the office of the executive. Conducted work in a professional and ethical manner with minimal or no supervision while following corporate guidelines and procedures.

Maintained and updated executive’s calendar. Enhanced productivity by flagging high priority items, and reducing and eliminating non-essential work.

Attended and responded appropriately to telephone calls and day-to-day routine emails on behalf of the executive. Followed up and kept executive updated on status at regular one-on-one meetings.

Organized bi-weekly one-on-one meetings with executive and utilized department goals and objectives as a guideline for discussion of key initiatives and to make prudent decisions.

Planned, coordinated, and scheduled large-scale meetings and audio/video conference calls for the Executive Office. Drafted agendas, created invitations, followed up on RSVPs to ensure participant availability or to depute representative to attend.

Prior to meetings, briefed executive by providing subject matter background documents.

Worked directly at the behest of executive with managers and staff by responding and acting upon potential problems, issues and opportunities addressed by clients.

Created draft documents, spreadsheets and reports for review and finalization, put together background documentation, and proof read prior to distributing emails and documents.

Independently created PowerPoint templates for presentations of high impact department projects.

Managed purchase of department’s supplies and gift items, and negotiated competitive deals.

Coordinated all aspects of travel and meeting itinerary for domestic and international travel, including for managers travelling with executive. Prepared list of executive’s visits for annual review discussions.

Managed all aspects for staff participation in the “Healthy Fleet Challenge”, a trucking industry initiative. ENID D’COSTA Page 2 of 3

Financial

Independently prepared estimation and analysis for department budget forecast vs. previous year budget and expenses. Reviewed and finalized with executive prior to inputting into the system.

Diligently managed and monitored department budget on monthly basis, reviewing expenses to keep on track. Organized monthly review with executive to discuss any discrepancies and ensure compliance within budget forecast.

Optimized billing processes for the department. Maintained hard and soft files to track invoices received and paid, including tracking of various association membership renewals and payments.

Prepared online expense reports for executives and monitored reimbursements.

Created, monitored, and updated Red Flag summary spreadsheet enumerating key details on lost client accounts. Reviewed with executive for presentation to President and key senior management.

Prepared monthly Competition Report. Reports were reviewed by executive and submitted to key management staff including President.

Transportation & Logistics Committee Quarterly Regional Meeting

Demonstrated leadership in independently and successfully putting together 2-hour T&L Committee quarterly meetings. Worked with 25 plus company participants from across Canada to plan all aspects of these meetings.

Attended meetings as participant and reporter. Prepared minutes with follow up action items, distributed on approval, and followed up on action items.

Worked with IT department team to set up all audio/video conference arrangements across the country. Lead Coordinator and Liaison for Customer Excellence Events

Assumed leadership role and demonstrated human relationship skills in assisting executive to coordinate and liaise with teams to work on Customer Excellence events during the year.

Independently set up bi-weekly team meetings, worked on agenda, drafted Communication Plan for documenting and diarizing flow of information from planning to execution stages of event.

Assisted executive in the creation of an event theme showcasing company’s expertise and in the selection of subject matter experts as speakers. Liaised with speakers regarding presentation materials and logistics.

Compiled list of potential invitees from industry, trade associations, and internal / external clients.

Partnered with other internal teams to get maximum leverage in highlighting and displaying company expertise, and to set up and man company booth at sponsored events.

Point of contact for trucking industry associations; worked with them to coordinate registration for clients and internal staff, plan seating, booth allocation, guest speakers, and event prizes. Data Management – Information Management and Support

Independently created a comprehensive Schedule of Events spreadsheet on internal and external industry events taking place in Canada and USA.

Researched, prepared, and distributed FACT sheet on high profile Customer Excellence clients.

Created and maintained hard and soft file folders of relevant and important VIP client information.

Read, reviewed, compiled data by efficiently and skillfully researching internet and other relevant resource platforms to collect and analyze information and data in line with current needs and focus of the company.

Prepared spreadsheets on active client policy accounts to recognize and award clients.

Created, maintained, and updated spreadsheet for selected win-back clients and potential prospects. PERSONNEL OPPORTUNITIES LTD., Toronto, ON 2003 – 2006 Provider of permanent, temporary, and IT employment and placement services. Administrative Assistant – Temporary Contract Positions

Assistant to senior legal counsels of Canadian Life and Health Association, providing administrative and documentation support.

Provided administrative support to Director of Human Resources at Toronto Public Library. Assisted Director and HR team with calendar, documentation, and routine day-to-day assignments.

Provided administrative support to Director of Seva Niketan, an NGO organization. Researched and prepared draft reports and project funding proposals.

Worked in team setting as documentation support for Attitude Event Management Company. Attended and documented conference, workshop, and plenary sessions.

Provided administrative support to senior director and department of the Office of the Superintendent of Financial Institutions of Canada.

ENID D’COSTA Page 3 of 3

FIDELITY INVESTMENTS CANADA LTD, Toronto, ON 1999 – 2003 Fidelity Investments Canada ULC is part of the Fidelity Investments organization of Boston, one of the world's largest providers of financial services. In Canada, Fidelity manages mutual fund and institutional assets, including assets for institutional clients including public and corporate defined benefit pension plans, endowments, foundations and other corporate assets.

Executive Assistant, Project and Development

Provided full circle, high-level administrative support to Vice President, Projects and Development, and general administrative support for department.

Handled confidential and sensitive work, including preparation of departmental budget forecast.

Organized details of special events, travel arrangements, corporate agendas, and itineraries.

Prepared reports, spreadsheets, graphs, and presentations; researched and compiled data.

Created, maintained, and updated databases and records for two departments for quick reference.

Managed Pager allocation duty and overtime for Projects and Development staff.

Played a vital role in assisting and coordinating department move of management, staff, and office equipment, ensuring smooth transition and no interruption of services during the move.

Coordinated Information Services quarterly meetings for up to 200 participants, including preparing presentations, and arranging meeting locations, food, rental of equipment, and registration. SHL SYSTEMHOUSE, Toronto, ON 1997 – 1999

MCI Systemhouse specializes in running Data Centers for customers and is a subsidiary of the Washington, DC-based MCI Communications Corporation.

Executive Assistant, Corporate Finance Department

Provided optimum executive level support to CFO/COO and 3 Vice Presidents of Finance Division. VOLUNTEER INITIATIVES

Lead Coordinator (10 years) and Member (15 years), Social Committee, St. Timothy’s Parish, 2002 - Present

Member, Social Committee Team, Northbridge, 2013 – 2017 PROFESSIONAL AFFILIATIONS

Alumni, Canadian Business College, Toronto, ON

Alumni, Seneca College, Toronto, ON

PROFESSIONAL DEVELOPMENT

Excel - Advanced Level Certification, Canadian Business College

PowerPoint – Advanced Level Certification, Canadian Business College

Event Planning Conference and 2-Day Educational Workshop, Canadian Special Events (CSE)

Various Trucking Insurance Workshops to keep up-to-date on policies, filed rules, procedures, rates, accident benefits, In-House at Northbridge Insurance

Public Private Partnerships in Disaster Management, Panel Discussion by Key Speakers

Importance of Design to Performance Improvement for Web Publishing, International Society for Performance Improvement

Introduction to Fundamentals of Mutual Funds, In-House at Fidelity Investments

Management Development Programs: Personal Growth, Stress Management, Assertive Skills, Rational Emotive Therapy, and Gestalt Therapy.

EDUCATION

General Insurance I and II (Honours), Insurance Institute of Canada, Toronto, ON

Project Management Essentials - Part I, University of Toronto School of Continuing Studies, Toronto, ON

Legal Assistant Certificate (Grade A), Seneca College, Toronto, ON

Bachelor’s Degree, English Literature Major (Honours), Bombay University

Secretarial Certificate, Burnley’s Commercial College, Bombay INTERESTS

Art – Oil painting on canvass (completed 6), creating embossed pictures and designs on hardware aluminium and painting on it, and creating from scratch and designing Christmas decorations.

Needlework – Sewing, knitting, and embroidery on material.

Sports – Swimming, squash, and table tennis.

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