Administrative Support Call Center
Resume:
Ronald Hokan 604-***-****
Vancouver, B.C ***********@*****.**
PROFILE
• Over 10 years of experience in HR operations, office management, and administrative support, including specialized work coordinating services for women and children fleeing domestic violence
• Demonstrate strength in clear, empathetic communication and deliver high-quality service across all organizational levels, experienced in building and sustaining strong, trust-based relationships with employees, clients, vendors, and key stakeholders
• Proven ability to collaborate effectively within team environments while demonstrating strong initiative and independence in leading tasks and driving projects to successful completion MAJOR ACHIEVEMENTS
• Successfully implemented standardized Hr procedures and compliance protocols for field employees, resulting in enhanced accuracy, and efficiency in HR recordkeeping and workforce management across past and current organizations
• Led the resolution of $800,000 in overdue vendor payables domestic and international within 8 months, eliminating late fees and restoring vendor relationships, resulting in a 100% improvement in the branch’s credit standing
• Designed and launched a cost-effective call center for Fraser Health Authority, directly contributing to a 100% improvement in operational efficiency and achievement of budgetary goals COMPUTER SKILLS
• SAP ERP
• JD Edwards ERP System
• Share Point, Microsoft
• Microsoft Suite (Word, Outlook, Excel)
• Database Oasis
• Oracle
• Quick Books Premier Pay Web Deluxe
• Sage 50
• Ceridian Day-force, Power Pay Plus
• W.I.S.H Case Management Software
PROFESSIONAL EXPERIENCE
Program Coordinator, Tri-City Transitions Society, (part-time temporary), Port Coquitlam BC Feb 2025 – Present
• Coordinate trauma-informed support services for women and children fleeing domestic violence, ensuring access to essential resources
• Support recruitment initiatives by screening qualified candidates, coordinating interviews, and facilitating a smooth and efficient onboarding process
• Support the Program Manager with day-to-day operations to promote workflow efficiency and effective information sharing
• Collaborate with the clinical counsellor’s team and community partners to deliver wraparound support services
• Manage client intake and exit processes, promoting a respectful and empowering experience Family Caregiver (Dementia Care), Private Family, Vancouver BC Jun 2023 – Nov 2024
• Delivered compassionate care to a family member diagnosed with dementia, addressing daily needs
• Collaborated with medical teams to develop and implement individualized care plans tailored to their evolving condition
• Prepared for and supported the transition to long-term professional care home in August 2024, facilitating communication between family members and care providers
HR Coordinator/Generalist, BakeMark Ingredients Canada, (short-term contract), Richmond BC Nov 2022 – Mar 2023
• Managed employee onboarding/offboarding, and salary increases, and set up payroll deductions (union environment)
• Investigated employee complaints/union grievances, recruiting, audits, and set up benefits
• Calculated premium rates, answered benefit inquiries, processed short-term disability claims
• Processed benefits for union/non-union members with different entitlement policies
• Assisted human resources business stakeholders concerning workplace investigations
• Compiled information for a variety of regulatory reporting requirements, such as Employment Equity and Federal Contractors, reported WCB earnings
• Administered compensation and benefits programs, including health and wellness initiatives 2 of 2
Ronald Hokan 604-***-****
Vancouver, B.C ***********@*****.**
HR Payroll/Benefits Coordinator, 49th Parallel Coffee Roasters, (short-term contract), Burnaby BC Feb 2022 – Nov 2022
• Managed bi-weekly payroll for 200 employees, oversaw the distribution of compensation, and addressed discrepancies
(union environment)
• Managed the full employee lifecycle including, onboarding, and offboarding processes
• Provided training to employees on the extent of their benefits, health, and wellness programs
• Managed the organization’s immigration policies, filed all sensitive information by keeping all records confidential and secure
• Collaborated with management to build and organize an employee portal for educational resources, and personal development
• Assisted HR Business stakeholders concerning workplace investigations Office Manager/Administrator, G & G Construction, Burnaby BC 2019 – 2020
• Managed human resource functions, including the preparation of new hire packets, the maintenance of human resources documentation, and administration of employee benefits
• Processed and recorded employee bi-weekly payroll, vacation, and sick leave hours
• Purchased office supplies and equipment, maintaining proper stock levels
• Managed relationships with vendors, and service providers, ensuring that all items were invoiced and paid on time Facility Maintenance Operations Administrator, Black & McDonald LTD, Vancouver BC 2017 – 2019
• Processed weekly payroll time entry for field technicians
• Responded to inquiries regarding payables/receivables
• Developed and issued invoices, payables/receivables, managed relationships with vendors, service providers, including Canadian Military sites
• Created and managed purchase orders for ongoing facility repairs Branch Administrator, Schindler Elevator Corporation, Vancouver BC 2015 – 2017
• Managed weekly payroll for 80 Technicians (union environment)
• Provided support for human resources tasks, including the preparation of new hire packages and the maintenance of human resources forms, and records for the branch
• Oversaw payables/receivables, Canadian and American funds conversion, and budget reconciliation for the branch
• Fleet Management ICBC claims, annual Insurance, and maintenance for 87 company vehicles
• Spearheaded the cleanup of $800,000 in past due payables from Vendors National and International within 8 months Logistics Coordinator, Pipe and Piling Supplies BC LTD, Port Coquitlam BC 2012 – 2014
• Managed contracts, including heavy equipment support on various Lower Mainland construction sites
• Planned all outbound/inbound truck traffic, managed billing/logistic reports
• Quality control of inventory inbound/outbound supply chain, (Lower Mainland ports)
• Managed relationships with vital transportation suppliers by reducing transportation costs, which resulted in better service and customer satisfaction
• Implemented effective inventory controls, eliminating shortages to improve rapport with outside vendors Call Center Manager, Medi-Tran Services LTD, (Partnered with Fraser Health Authority), Burnaby BC 2007 – 2012
• Developed and built a cost-effective call center for the Fraser Health Authority, which increased the Fraser Health Authority’s overall efficiency and budget targets by 100%
• Managed the 24-hour Fraser Health Authority call center team of 17 call center agents
• Executed cold storage transportation of cadavers and human organs, insects for emergency medical procedures for the daily transportation of bio-hazardous materials, including blood and blood by-products from Canadian Blood Services EDUCATION
Business Management Diploma, Universal Learning Institute, Richmond, BC 2021 Human Resource Management Diploma, Universal Learning Institute, Richmond, BC 2021 Payroll Compliance Legislation, Universal Learning Institute, Richmond, BC 2020
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