Customer Service Front Desk
Resume:
MYLEEN L. AVILA-OSEA
+1-416-***-**** ******.*****.****@*****.***
www.linkedin.com/in/myleen-avila-080*****-** Thorny Vineway, North York ON M2J 4J2 EXPERIENCE
CEO, Project Coordinator and Virtual Assistant
MR and Associates I Lifestyle Virtual Assistance Solutions 04/2023 North York, ON Canada
Assisted with conducting discovery calls and managing project contracts for multiple clients
Coordinated and assigned tasks to team members ensuring efficient completion of work
Managed calendars, emails, and scheduling for clients Prepared reports, presentations, and documents for meetings Provided administrative and customer service support Front Desk/ Administration Assistant (Part-Time)
Sutherland-Chan Clinic Leslie
01/2019 - 02/2023 North York, ON Canada
(Ongoing-on leave)
Provided case intake and customer support to clients for offered services - Massage Therapy, Chiropractic Medicine, Osteopathy, Physiotherapy, Acupuncture
Assisted managers and owners on all administration office activities
(e.g. File Management, Sales Reporting, Petty Cash Management, Facilities Management)
Assisted with office activities and training for new front desk staff as assigned by Clinic Managers/Owners
Assisted with any other administrative support activities as assigned by managers and owners
Provided support to all practitioners and front desk staff in the utilization of Jane App, the web-based patient reservation & payment system
Digital Client Services Coordinator
Lifeworks (Telus Health)
01/2022 - 01/2023 Toronto, ON Canada
Digital Client Services Coordinator(Instructional Design Support) Performed quality assurance on learning materials: newly developed and existing learning materials including seminars/webinars, workshops, as well as eLearning
Provided 100% assistance on various projects to Instructional Designers in the development of training throughout the ADDIE process to guarantee quality learning materials are delivered to the client
Managed the revising of materials with up-to-date statistics, content and graphics
Ensured that the materials followed and met the best practices of adult learning and instructional design, customized learning materials for clients and adhered to brand standards Digital Client Services Coordinator (eSupport)
100% assistance to the Team Lead in administering the Learning Management System access to assigned e-learners from more than 500 clients, in resolving at least 90% of technical queries raised by the client organizations and individual users, troubleshoot problems and implement solutions as needed
SUMMARY
Objective: Looking for opportunities where I
can use my organizational, interpersonal and
communication skills to my full potential and
contribute to the designated organization's
vision and goals
15 years of related experience in project
team management, program planning,
training and development, implementation
and evaluation/analysis of activities and
initiatives
Strong communication skills in English and
organizational skills, can work independently
as well as with teams
Extensive experience and focus on customer
service/satisfaction in demanding, fast-
paced environments With innate pro-
activeness and willingness to take initiatives
on presented scenarios or situations with
minimal guidance/supervision
Proficient with the use of MS Office
Applications: MS Word, PowerPoint, Basic
Excel, Internet, E-mail (Outlook), Project
Management Tools such as Asana & Click-
up, CRM tool Honey book and social media
usage Exhibits understanding and respect
for the different views, religions/beliefs, and
cultures
Open to and willing to learn new skills: both
technical and soft skills
FIND ME ONLINE
www.linkedin.com/in/myleen-avila-
08082018
Social Network
https://www.mrassociatesva.com/
LANGUAGES
Tagalog
Native
English
Proficient
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EXPERIENCE
Client Care Representative
Lifeworks Formerly Morneau Shepell
08/2019 - 01/2022 Toronto, ON Canada
Assisted with Focused Observation and floor training of new hires Shadowing/assisting the assigned Trainer during first three training weeks of new hires in discussing Work-life and Mainstream Services ADHOC reverse shadowing/side by side monitoring with new hires as part of their CCR immersion
Participated in contributing to tip sheet upgrades for assigned teams Improved inbound case management and communication with service providers by actively participating in outreach initiatives Completed pending counselor requests and handled first chat clients
On Loan for an assigned period and performed CCR role while Lifeworks USA transitions to new case intake system Case Management as Dedicated First Chat CCR handling EAP, SSP and Clinical First Chat clients through Amazon Connect Chat and Opus Systems
Workplace Learning Solutions Intern
Morneau Shepell
01/2019 - 04/2019 Toronto, ON Canada
Increased efficiency by {20%} by supporting Marketing and health/wellness teams with troubleshooting
Improved E-Learning and LMS administration support by {30}% Assigned as quality assurance tester for all new online training programs and moderating webinars on occasion as needed Supported the Instructional Designer team and Instructional Designers by updating client training materials
Participation in project and/or program team meetings as required Contributed to program improvements and/or special projects, Collaboration with other internal resources (e.g. program managers, Service Delivery Leads)
Associate Manager - Shared Enablement Services
(Project Management Office)
Accenture Inc.
09/2015 - 08/2018 Taguig City, Metro- Manila, Philippines In the Project Leadership/Oversight role, ensured onshore and offshore client delight during the project's go-live activities through being available as point of contact for questions, inquiries, and concerns
Led resources under her team in delivering identified project management services
Supported Senior Manager in scoping and estimating effort for potential new work and change requests, documenting these in the Project Support Agreement
Maintained team level workload and capacity plans
Monitored and controls transition activities for new roles to be supported by the team through weekly touchpoints
Prepared weekly and monthly team-level status reports and escalates issues to Project Managers or onshore clients Leads as needed
In the Organizational Training and Development role, designed and revised one (1) Training Material for new leads and sub-leads and new services, application support processes and volunteered and/or was assigned as trainer for different training topics and initiatives such as I.T.I.L. Certifications, Leadership, new products/applications, and soft skills development training
SKILLS
Asana Client Services CRM
E-Learning Excel LMS
Microsoft Teams Ms Office
Ms Word Powerpoint
Project Management Tools
Quality Assurance Shared Services
Statistics Training Programs
EDUCATION
Bachelor of Science in Biology
University of Santo Tomas
06/1988 - 03/1992 Manila, Philippines
Workplace Wellness and Health
Promotion
Centennial College - Morningside
09/2018 - 04/2019 Scarborough ON
CERTIFICATION
Google Project Management Certificate
Coursera
PROJECT MANAGEMENT
ACTIVITIES AND SERVICES:
• Service Management
• Sales and Mobilization Management
• Resource Management
• Status Reporting and Administration
• Quality Management and Monitoring
• Client Communication and
Coordination Management
• Operations Support
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EXPERIENCE
Team Lead -Shared Enablement Services (Project
Management Office)
Accenture Inc.
02/2011 - 08/2015 Taguig City Philippines
Ensured onshore and offshore client satisfaction during the project’s go-live activities through being available as point of contact to the Project Manager for questions, inquiries, and concerns
Led resources under her team in delivering identified services and activities
Supported Managers in scoping and estimating effort for potential new work and change requests, documenting these in the Project Support Agreement
Maintained team level workload and capacity plans
Monitored and controlled transition activities for new roles to be supported by the team through weekly touchpoints
Prepared weekly and monthly team-level status reports and escalates issues to Project Managers and Project Leads as needed Team Lead – Business Process Outsourcing
Accenture Inc.
02/2007 - 01/2011 Mandaluyong City, Philippines
Supported Project Manager to ensure onshore and offshore client pleasure and fulfillment during the project’s go-live activities through being available as point of contact for questions, inquiries and concerns
Led resources under her team in delivering shared
services as identified
Supported Senior Manager in scoping and estimating effort for potential new work and change requests and in documenting these in the Project Support Agreement
Maintained team level workload and capacity plans
Monitored and controls transition activities for new roles to be supported by the team through weekly touchpoints
Prepared weekly and monthly team-level status reports and communicates escalations to client project managers/leads PROJECT MANAGEMENT
ACTIVITIES AND SERVICES:
Business Process Outsourcing - Project
Activities and Services:
• Status Reporting and Administration
• Quality Management and Monitoring
• Service Delivery in compliance with
SLA
• Client Communication and
Coordination Management
VOLUNTEERING
Choir/Cantor
St. Timothy's Parish
05/2023
Commitment to assignments in the support of
liturgical services in the Mass has further
enhanced my discipline
16 York Health and Safety
Committee
LifeWorks (Telus Health)
06/2022 - 01/2023
Being at the forefront of inspecting the safety
of working areas of our organization gives me a
sense of accomplishment that I have
contributed to the company as a whole
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Contact this candidate