Customer Service Management

TERESITA (TESS) DE MARZO

Executive Assistant

* ******** *****, ****** *****, ON L8E 0B1

(H): 289-***-**** (M): 416-***-****

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

http://ca.linkedin.com/in/tdemarzo

OBJECTIVE

Offering extensive administrative support experience to an organization whose

philosophy is to improve the lives of people with little red tape.

SUMMARY

• Highly organized, take-charge and resourceful administrator with over 10+ years progressive

experience providing skillful and strategic administrative support to senior executives and sales and

delivery teams.

• Solid knowledge of business operations, financial business drivers and risk management.

• High degree of accountability in support of leaders and clients, safeguarding confidential information

and maintains “smart” office operations.

• Excellent communication and interpersonal skills with strong ability to influence and effectively

engage stakeholders at all levels.

• Maintains a positive attitude and fosters a team culture in the workplace.

• Strong computer and social media skills.

PROFESSIONAL EXPERIENCE

Principal November 2014 - current FOCUS ON THE BOTTOM LINE Hamilton, ON

• Provide virtual administrative support and personal assistant services to start-ups in Halton and

Niagara.

Executive Coordinator November 2012 - 2014 FORESTERS Mississauga, ON

• Supported the CEO - Canadian Division and Management Team in accomplishing business

objectives; organized the CEO’s day-to-day calendar, deliverables and board membership activities

• Attended planning meetings and recorded minutes, ensured follow through of action items,

prepared expense reports and monitored business unit expenses.

• Arranged business travel, prepared relevant documentation and coordinated activities at meeting

locations.

• Organized regular all-employee messaging events in collaboration with Head Office Corporate

Marketing.

• Coordinated videoconferences and teleconferences for the CEO’s quarterly townhall, CEO tri-level

meetings, quarterly Board of Directors meetings, industry events/education sessions, fund raisers

and staff events.

• Fostered a strong team environment by delivering clear and timely communications and activity

updates to staff, ensuring that branch office staff are consistently included in head office initiatives

(e.g. training and development and corporate communications, socials).

Tess de Marzo Page 2

Accomplishments:

• Delivered superior policyholder experience by triaging their concerns and ensuring they are dealt

with promptly.

• Provided business intelligence and industry trends and regularly shared findings with management

and appropriate team members.

• Coordinated the assembly of high level material for meetings (e.g. Quarterly CEO Reports, Strategy

and Planning presentations).

• Prepared drafts of external and internal communications for senior management and on approval,

issued these on their behalf.

• Established a solid and trusting work relationship with management, staff and other stakeholders

that allowed me to make independent decisions and act as their representative.

• Supported the AVP Compliance in facilities management, implementation of health and safety

mandates, compliance education and business continuity planning.

• Frequently consulted by staff on policy and processes, technology requirements, human resources,

finance and office services.

Executive Assistant and Practice Coordinator 2004-2012 IBM Canada Ltd. Toronto

• Ensured seamless workflow and scheduling of the day-to-day activities, administrative requirements

and operational needs of the Managing Partner for the Ontario Public Services and Health

Consulting practice.

Accomplishments:

• Coordinated client knowledge sessions for the internal team, including securing speakers from various

government, health, academic and non-profit institutions to talk about their organization’s challenges in

the current business climate. This was found valuable in identifying consulting opportunities for IBM.

• Served as central information hub for a team of 60 consultants based in various office locations and

client sites.

• Represented the leadership team in a number of internal mandates and issues (e.g. real estate,

workplace security audits, business compliance audits, corporate celebrations, charity events and the

performance appraisal process.

• Participated in a number of client billable projects with successful outcomes that led to recognition

awards and progressive compensation advancement.

• Attuned to industry information in support of business development.

• Monitored operational expenses, implemented spending guidelines and maintained excellent record-

keeping that resulted in passed internal financial and process compliance audits.

• Managed the employee recognition program, including nomination of awardees which sustained high

team morale and an enriched collaborative work environment.

• Oriented new hires to the business unit and served as their resource for client information. This was

valuable in reducing their learning curve and increasing staff chargeability. Was in informal mentoring

and coaching roles for junior staff and peers.

• Managed office relocation for a 60-employee team with minimal disruption to business operations.

• Co-managed the IBM Bloor office’s Joint Health and Safety Committee and Fire Warden and

Emergency Response Programs focusing on workplace safety issues and site disaster preparedness.

EDUCATION

• McMaster University - Continuing Education (Business Essentials Program)

• Foresters Virtual Education program (insurance education, customer service excellence, business

ethics, controls and compliance, privacy training, technology updates, leadership); business

continuity planning

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Education (contd)

• IBM Continuing Education (business controls, customer relationship management, technology

updates, career and personal development, mentoring program)

• LOMA and Insurance Institute of Canada (insurance courses)

• Undergraduate Degree in Arts and Sciences – University of Santo Tomas, Philippines

RECOMMENDATIONS http://ca.linkedin.com/in/tdemarzo

REFERENCES On request

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