Customer Service Project Management

STEVE OZORIO

*** ******* **** **** **** #** Mississauga, Ontario 905-***-**** *********@******.***

I am a dedicated professional with administrative, customer service and project management skills. I excel in resolving complex challenges through my innovative solutions and my process improvements abilities; I have proven to increase efficiency and overall customer satisfaction. I also offer advanced computer skills, I am proficient in MS Office Suite and other specialised Ministry systems application

Key Skills

Licensing Control System (LCS)

Remedy

MS Office, Lotus 1-2-3

Accounting I

Simply Accounting

FCMS

Records Management

Total Quality Management (TQM)

Ontario Superhost, Smartserve Meeting & Event Planning

Inventory Management

Bookkeeping & Payroll

Smartserve

Mutual Funds, Office Mgmt

Remanco, Micros versions, Payroll Time$aver

Sales & Marketing

AS400, SIBL, Right Fax

Experience

Mar 2022

Sep 2020 to date

Head Secretary/Admin Asst.- Dufferin Peel Catholic District School Board

Performing a variety of secretarial and administrative functions with the School Board as secretary to Principal/Vice-Principal at various schools in the Mississauga & Brampton areas

Aug 2018 to Oct 2018

Financial Processing Clerk- Ministry of Community and Social Services (FRO) 125 Sir William Hearst Ave

Currently providing a variety of financial/accounting services related to processing support payments, Lockbox, Mail Room and Courier daily, investigating and following up on payment discrepancies, provide info and advice to clients, ensure financial codes and payments accurately posted, handle cash, credit and debit card transactions, data entry, familiarity with FCMS, Family Responsibility and Support Arrears Enforcement Act, great Team Player and proficient with several database programs,

Also Microsoft Office.

Jan 2016 to Mar 2017

Client Representative Assistant(MAG) Ministry of the Attorney General at 595 Bay

Handling and assisting Audit with redaction of files. Assisting the Client Rep with follow up on professional services, legal issues, required to diplomatically and tactfully respond to inquiries with clients, team-members, care-givers, health care and financial institutions with initiative and resourcefulness. Handled filing and Archiving for the various CRs.

Mar 2015 – Sep 2015

Customer Service Analyst- Ministry of Transportation, Medical Review Board Ontario

Handling all driver enquiries to the Medical Review Section with professionalism, verify that all required documentation received is acceptable and complete, recording factual details and investigating unknown answers and call back when necessary.

Escalating issues that need urgent attention, review and follow up, explaining reasons for suspension for medical reasons if required.

Sep 2014 – Feb 2015

Acting Admin Clerk/Filing Associate – (MAG) Ministry of the Attorney General – OHRC/Landlord & Tenant Board & Ontario Public Government Trustee

Performed Administrative duties like processing of invoices, payment/monthly bank reconciliation of Pcard, assisted in prep of Employee Screening and Risk Assessment, records management/filing, handled stationery and supplies orders, liaised with Building Management,(put in work orders relating to problem areas-lighting, washroom heating, air-con etc.), Iron Mountain and Compugen built a good rapport with internal and external clients. Lead hand in filing project

June 2013 – Feb 2014

Customer Care Agent – Ministry of Govt Services – ServiceOntario

Providing accurate information to customers and successfully resolving their issues through my ability in eliciting, probing, assessing the situation, researching and information gathering methods.

Using courtesy, tact and diplomacy tempered with patience to remain calm and composed when dealing with irate and upset clients.

Flexibility and adaptability to meet and respond promptly to the needs of customers whose service support and needs vary. Use and operation of computers and software, MS Office, Database programs.Ministry/Government applications and the Internet to retrieve and access information.

Oral communication skills and inclusiveness to provide detailed explanation of programs, services, legislation, policies and procedures to customers and ensure understanding, liaise with program area staff and report technical problems.

Written communication skills to prepare correspondence in response to customers requests, planning and organization to prioritize workload.

2012

Admin Support/ Filing Clerk at Johnson Insurance–Altis HR contract

Handled regular and Drop Filing, Work Request Forms for Independent Adjustors and Liability Examinees, IA Reports, photocopier/scanner, labelling and general admin support roles.

May – Sep 2011

Program Assistant - Ministry of Labour–Industrial/Occupation Health & Safety

Initially responsible for Filing & Archiving, creation of records, retention.

Later responsible for Occupational Health & Safety program Toronto West, assigning Events to Inspectors, following up with Freedom of Information (FOI) Requests.

Liaising with WSIB, involved in process on Critical & Fatal Injuries, Hot Issues and Occupational Health & Safety; while monitoring filing associate.

Nov 2010 – April 2011

Administrative Assistant - Public Works and Government Services Canada

Administrative Support person at PWGSC in RPS (Business Management) dealing with Leases, Occupancy Instruments, Kardex, Spreadsheets.

Assisted in the GTA East Transition of 31 properties, prepared Weekly Project Performance.

Represented the Department at Transition meetings Established the methodology by which information was to be passed on and thus saving hundreds of hours of needless work.

Multi-tasked, organized and prioritized work in a very productive manner.

2007

Records Management-Public Works & Govt Services, Toronto (contract) Manpower

Worked as a Records Classifier - Managing information & Document processing, retention and

retrieval of records

Contract - Banking Services & Transfers-In –B2B Trust- Laurentian Bank, Aegon Toronto, On.

Opened, modified and closed Chequing, Savings and Line of Credit accounts in SIBL

Quality Control cross checks on CIFs,Issued and programmed Debit cards and set up PINs

Processed Contributions in cash and Loans

Purchased Mutual Funds where applicable, dealer follow up, Proofed processed items, GL Transfers

Hospitality Experience Profile

Sheraton, Holiday Inn & Windsor Hotel, Toronto as Assistant Controller/Banquet Manager, Asst. Outlets Manager, Food & Beverage Controller, and F&B Analyst.

In charge of Banquet Department handled scheduling, labor, payroll, gratuities, billing, requisitioning

Ability to analyze, interpret, compile data, communicate verbally and in writing.

Month End Closing and Month End Inventories

Handled Banking, prep. Daily Cash Report, Bars/Banquet Reconciliation, and F&B profitability

Cost Control forté, impressive results as per industrial standards; develop Banquet Training Manual

Edited outlets Payroll, supervised staff and dealt with customer issues, Manager on Duty

Qualifications

Hotel Administration Diploma - Hotel & Travel Training College, London, U.K.

Food & Beverage Management Certificate (Ecole Hotelière Lausanne, Switzerland)

Hotel & Catering Management Diploma – 3 years (Institute of Hotel Mgmt, Bombay)

Accounting 1 - Sheridan College – St Joseph’s School, Mississauga

Science -Physics, Chemistry, Biology & Mathematics-(University of Bombay)

Accomplishments & Memberships

Member of the Focus Group, Health & Safety Committee, Team Leader of the Quarter, Received an award for highest total donations as a telemarketer,

Fluency in English, Swahili, good working knowledge of French and Hindi, conversational German

Volunteer at Knight’s Table Food Bank providing approx 150 meals daily to the homeless

Worked for the Federal and Provincial Elections as a Deputy Returning Officer to ensure

orderly and proper conduct of the poll, administering oaths as required and maintaining protocol

Chess championship runner-up; Competitive Scrabble – Participated in U.S. Nationals-

Represented Team Canada at the World Scrabble Championships in Nairobi, Kenya & Goa, India

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