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Professional workforce manager

Mississauga, ON, Canada
January 07, 2020

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**** ****** **** ***** ***********, Ontario L5B 4M8


Dear Human Resources Officer:

I am writing this letter to express my interest in the administrative positions that are currently available and suitable to my skills and experience. I understand that the search to find qualified, professional individuals, who will not only exceed your needs but a compliment to your team, has led to fierce competition between organizations. However, I am confident that I will be able to fill that void for you and I am certain that you will find that my experience and training are exactly what you are looking for in this position.

Having worked as a Workforce Manager for 10+ years, I have been fortunate to work in multiple roles, allowing me to develop the following skills I can bring to your organization:

•Management and Implemented hours into the SharePoint system the employee hours work/vacation scheduling

•Completed office administration and database entry

•Processed Payroll and bookkeeping duties for human resources and senior management

•Ensured that payments were received and paid through Invasion system

•Liaise between employees and various departments to ensure that effective excellent communication was carried throughout when concerns arised

It is vitally important for me to build a strong team environment in which all those around me can work as cohesively as possible, and I have used effective communication, problem solving skills, and professionalism in all interactions, to ensure that happens. By bringing a positive attitude and outgoing personality to work each day, I have motivated myself and others, resulting in increased productivity, efficiency, and the attainment of common goals.

Once you have reviewed my résumé, I would be glad to answer any questions you may have. Please call me at 647-***-**** or email me at to organize an interview, so that we may talk about how my skills will enhance your organization.


Michelle Wallace


4090 Living Arts Drive Mississauga, Ontario L5B 4M8




●Skilled and experienced Analyst, with extensive experience in Customer Service, Quality Assurance, Finance and Scheduling

●Exceptional Communication skills, written and oral; Excellent Interpersonal Skills, allowing for effective contribution to a team and leadership of others

●Highly analytical, with the ability to review and interpret data, and make appropriate, well thought out decisions in fast paced, fluid situations

●Easily adapts to changing business needs, work assignments and job demands, by remaining highly organized, prioritizing tasks, multi-tasking, and working independently, while remaining attentive to details

●Motivated, results driven individual, who is able to adapt and perform under pressure

●Computer Skills: Word, Excel, Outlook, Presentation, Symposium, Lotus 123 Database, Keyboarding & Data Entry Day force, Compass and SharePoint


Workforce Manager

ITravel2000, Toronto 2017-2018

Workforce Manager

●Updated and Administer new polices and ensure the employees adhere to them

●Managed and coached performance goals for all the employees

●Pull and Provided daily reports to make sure the company was meeting the Key performance standards

●Submitted payroll for both hourly and salary employees

●Evaluate, and optimize workforce systems to ensure that all departments had the correct amount of employees to cover all shifts

●Maintained employee records and contracts

●Administer planned absence for all the employees according to the forecast


4090 Living Arts Drive Mississauga, Ontario L5B 4M8


Administration/ Forecaster

Millennium1 Solution Corporation Partnership, Toronto 2006-2016

●Lead daily/weekly conference calls to review service level performance and actions to enhance overall performance

●Worked with colleagues and Operations to identify areas where changes and improvement can be implemented

●Scheduled and participated in regular Quality Analyst meetings to design job flow procedures, improve processes and resolve issues and challenges within the Quality Care Unit

●Forecast business needs, staffing systems, software and business modelling, for multiple sites across Ontario

●Ensured organizational goals and budgets are met, by monitoring and adjusting departmental staffing levels Requested, updates schedules and responded to escalated issues and ad-hoc requests

●Ensured that all reports originating from the department are accurate and reliable

●Helped with the integration and implementation of new call center technologies

●Performed other duties and responsibilities not specifically outlined

●Monitored and coached employees, entered results into forms and databases

●Met with various managers to provide feedback on quality results

Quality Care Specialist-Royal Student Loans

D&H Limited Partnership Corporation, Mississauga 2004-2006

●Approved loans by issuing checks or forwarding applications to loan committee

●Completed loan contracts by explaining provisions to applicant; obtaining signatures and notarizations; collecting fees

●Helped customers by answering questions and responding to requests

●Maintained customer confidence by keeping loan information confidential

Reviewed and process loan applications and disbursements on behalf of HRDC, BC SLSB, and TD Bank

●Reviewed and processed loan application and disbursements on behalf of HRDC,BC,SLSB and TD Bank

●Determined eligibility, credit allowances and risk of lending

●Researched information, eligibility and legislation to complete assessments to relay information to customers

●Called clients to ensure payments were received in regards to their student loans

●Drafted receipts when payment was received to give to customers when payment was made

●Liaised with loan holders, Government and Public Collection Agencies to resolve any outstanding payments

●Made payment arrangements with clients to be able to pay down their outstanding debt.


SharePoint Training, D&H Limited Partnership Corporation, Mississauga 2004

Law and Security Administrator Diploma, Sheridan College, Brampton 2001

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