Customer Service Administrative Assistant

Kathleen S. Dunn

*** ********* ***** (H) 905-***-****

Ancaster, ON L9G 1J6 (C) 905-***-****

*****.****@******.**

Profile

An achievement oriented Senior Administrative Coordinator with fifteen years of confidential administrative experience,

event project management and expertise in coordinating a Board of Directors. Excellent organization and time

management skills with an ability to effectively manage a complexity of tasks simultaneously. Demonstrated record of

strong leadership and guidance, team advocacy and excellent relationships with elected officials, colleagues, businesses

and the general public. Effective interpersonal skills that creates multi-disciplinary teams, facilitates conflict resolution

solutions, with effective verbal and written communication skills. A people person with the ability to prioritize, analyze,

multi-task and create positive high-energy environments.

Business Experience

City of Hamilton, 71 Main Street, Hamilton, ON

2013 – 2014

Tourism Information & Servicing Coordinator, Tourism & Creative City Industries

Contracted and project managed the City’s Municipal Sign Program, netting $100,000.00.

Project managed the $50,000.00 Convention and Sport Grants portfolio.

Coordinated and project managed City’s and hospitality servicing for 30 Canada-wide, Provincial and local

convention, sport and meeting events.

Interviewed, trained and scheduled Lady Hamilton Club volunteers and coop students’ work plans and programs.

Project Managed the Tourism Information Centre’s merchandise, consignment and facility rentals programs.

Represented the City on signature events, planning committees and working groups.

2006 – 2013

Events Coordinator, Tourism Hamilton

Project managed, recruited and engaged cross-functional committees for tourism’s awards recognition program.

Implemented web-based channels to increase efficiency for nomination, correspondences and ticketing processes.

2012 Golf Canada Canadian Open– Host Committee responsible for recruitment, training, scheduling volunteers.

2011 Canadian Country Music Awards – Host City co-lead in partnership with Canadian Country Music

Association (CCMA). Responsible for $196,430.00 in grants and sponsorships and $180,139.00 value-in-kind.

2011 Ontario Tourism Marketing Partnership (OTMPC) and Ontario Tourism Information Centres (OTIC)

Annual Conference - Host City Lead in partnership with Ministry of Tourism, Culture and Sport.

Created, coordinated and implemented the 2008, 2009, 2010 OLG Partner Education Networking Speaker Series.

2007 Tim Hortons Brier – Host City’s co-lead in partnership with Canadian Curling Association (CCA).

2006 Bell Canadian Open – Host City’s co-lead in partnership with Royal Canadian Golf Association (RCGA).

2002 – 2006

Executive Administrative Coordinator to Executive Director, Tourism Hamilton Inc., and

Administrative Coordinator for Tourism Hamilton Inc., Board of Directors

Provided confidential administrative coordination on a wide range of issues that affected the operations of

Tourism Hamilton Inc., and the Tourism Hamilton Board of Directors.

Responsible for assessing, prioritizing and scheduling the Executive Director’s daily calendar and meetings.

Created, implemented and maintained a filing and e-file office system and a set of confidential books for Tourism

Hamilton Inc.

Prepared, composed and proof-read correspondences and reports on a variety of confidential and routine matters.

Coordinated scheduling and logistics for meetings, workshops and events, including invitations, guest speakers,

agenda/minutes preparation, teleconference support, catering requirements, location set-up and tear-down.

Responsible for the coordination of travel arrangements, memberships, license renewals, conferences and course

arrangements, budgets, payments, tracking and all financial facilitation to completion.

Coordinated Board re-appointment, nominations process and onboarding of new Board members.

Kathleen Dunn Page 2

Developed, led and participated on internal and external planning groups, task forces, working groups and special

projects on behalf of the Executive Director and Board.

Acted as a conduit and liaison for Executive Director’s office to the Board, City of Hamilton Council,

management, staff, external agencies and residents with timely updates and resolutions.

Responsible for the coordination and purchase of office space, telephone services, office equipment and supplies .

Developed, implemented and presented annual team-building sessions and golf tournaments.

1999 – 2002

Administrative Assistant to Director of Parks, Forestry, Beautification, Cemeteries

Provided confidential administrative support on a wide range of administrative issues that affected the operations

of the division pre, during, post amalgamation and throughout the “New” City of Hamilton transition process.

Coordinated and provided administrative support, including meeting organization, accurate minute taking,

planning and timely follow up.

Responsible for posting, interviewing, hiring and training administrative secretaries, summer and coop students.

Responsible for confidential grievances administration and disciplinary issues and actions, up to and including

dismissals, grievance meetings, correspondences, reports with timely follow up.

Established and maintained an employee database for the “New” City of Hamilton Parks Department.

Town of Ancaster, 22 Wilson Street, Ancaster ON

1997 – 1999

Supervisor, Facilities Booking Coordinator

Administrative Assistant to Director of Culture & Recreation

Supervised junior staff, implemented best practices, programs, rental and fees structures for newly opened

Ancaster Rotary Centre.

Provided a broad range of administrative support to the Director and the Culture and Recreation Division.

Education

Administrative Professionals Essential Skills, SkillSoft

Certificate (Honours), Workplace Leadership, Mohawk College, Hamilton, Ontario

Certificate (Honours), CLASS Advanced Facility Booking, Mohawk College, Hamilton, Ontario

Certificate (Honours), Revenue Generation, University of Guelph, Guelph, Ontario

Professional Development

Numerous City of Hamilton, Association of Administrative Assistants Canada and Tourism customer service training

courses, seminars, conferences and workshops. Currently enrolled in social media and web design certification. Excellent

technical skills in Microsoft Office (Word, Excel, PowerPoint), Outlook and Customer Relations Management programs.

Affiliations and Other Interests

Past Member, Association of Administrative Assistants Canada, Hamilton Branch

Past Member, Hamilton Chamber of Commerce

Past Chair, City of Hamilton Tourism Awards of Excellence Gala

Past Co-Chair, United Way of Hamilton’s City Quest Scavenger Hunt Fundraiser

Executive Board Member, Buchanan Park Ladies Softball League

Past Board Member, Ontario Culinary Tourism Alliance

Committee Member, Annual Freedom & Hope Women’s Golf Tournament, Jared’s Place at Interval House

Volunteer with emphasis on English as a second language

I enjoy travel, cycling, hiking, camping, baseball, golf, skiing, new technology and reading.

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