Customer Service Management

Kelly Dan

(***) *** - ****

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

CAPABILITIES:

The endurance to function productively in a highly stressful challenging,

and fast-paced environment

The ability to multi-task several projects at a time

The capability to adapt and learn quickly in any enduring environment

The determination to organize and work effectively to meet tight deadlines

The versatility to work in a close team or independent environment

The possession of strong initiative, analytical, and problem solving skills

WORK EXPERIENCE:

Richmond Advisory Services Inc, Markham, 2012 - 2014

Property Manager / Trainer

. Managing mortgage recovered properties throughout Canada, for the

financial institutions and mortgage lenders. To secure, preserve and

complete all safety repairs on the property to prepare for resale.

. Sought out realtors in the area to sell property for the client.

. Managed multi-residence properties (credit/reference checks, preparing

lease agreements, rental attornments, rent collections, attended

Tenant/Landlord Tribunal for clients)

. Managed Executive Relocation properties for client.

. Familiar with SPECTRA, NRS and FCT operating systems

. Trainer for all operation associates on processes and procedures.

Veranova Properties Ltd, Thornhill, 2009 - 2012

Property Administrator

. Secure and manage financially distressed properties, throughout Canada,

for the financial institutions and mortgage lenders.

. Familiar with PM2000, Nova Dynamics and DRN operating systems.

. Re-directs all the utilities on the property to ensure the properties are

being preserved and all safety repairs are completed and brought up to

building code and is ready for resale.

. Daily communication with financial institutions, lenders, lawyers and

inspectors on any issues with the properties

. Ensures that all invoices and any final billing are correct and submitted

for payment.

. Once property has sold, ensures that all utilities are re-directed into

the new owners name and files are properly closed.

. Train new administrator on procedures and processes

ADP Canada, Mississauga, 2004 - 2008

Production Services Team Leader

. Lead and coached the staff of 60 + associates in Print, Mail Insertion,

Final Inspection and Dispatch

. Scheduled labour to align with forecasts to meet production deadline for

entire production centre

. Member of the national team in standardizing QA processes for production

centers throughout the country

. Liaise with CSR's for any special handling or changes to instructions

. Chaired national vendors meetings to discuss issues and projects results

on a monthly basis

. Projects management included re-designing the production floor layout for

a more efficient production flow; planning and the installation of new

equipment; new business implementation

. Management representative for Joint Health and Safety Committee for the

entire office. Certified WHMIS instructor for the company

Computershare Document Services, Richmond Hill, 2001 - 2004

Production Team Leader

. Started up the Print department, including the hiring and training of all

new associates

. Assisted in the design and set-up of the production floor and organized

the moving of equipment to the new location

. Developed and published the SOP manual and for the department

. Inventoried and consolidated all clients cheques (2800 +). Developed and

maintained security system of client cheques.

. Created the Joint Health and Safety Committee at the new office

Moore Business Communications Services, Mississauga, 1994 - 2001

Production Supervisor

Supervised and managed staff in the Production departments, which included

Electronic Print, Post Processing and Lettershop Departments

Controlled budgets for the department

Monitored and ensured that production process were being completed

efficiently and accurately according to ISO procedures

Maintained and organized the shipping / receiving departments, including

the material handling and inventory control

Ensured that all deadlines were being met consistently

Provided after hours customer service support

Responsible for the overall safety and security of the Production area and

its employees

Prepared the annual performance reviews for employees

Responsible for recruiting and training of new associates

Attended meetings on a daily basis with senior Management and CSR's to

discuss Production issues

Implemented new procedures and trained team leaders and employees

Provided input for the quarterly newsletter

Trained in CPR, Health and Safety in the workplace and Fire Safety

Raymond Forklift Certified

EDUCATION:

Attended York University, Toronto, Candidate for a Bachelor's Degree

Professional development training include: Effective communication and

management, WHMIS training, Time management, Employee counseling and

decision-making

The preparation and the analysis of financial statements

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