Customer Service Office Manager
Resume:
FAYDRA-LYNN NICHOLS
***************@*****.***
Professional Summary
Experienced and adaptable management professional with over 16 years of success in operations, administration, and team leadership, including 8 years of HR experience. I’ve held progressive roles as an Office Manager, Branch Manager, Facility Manager, and Area Manager across non-profit, Indigenous, and private sector organizations. My strengths lie in building and mentoring high-performing teams, improving systems and workflows, and ensuring exceptional customer service delivery. I bring a people-first approach, a strong work ethic, and a proven ability to lead with integrity while driving results.
Key Skills
• Office, Branch, Facility & Property Management
• Resume Screening, Interviewing, Job Descriptions, & Employment Contracts
• Staff Supervision, Coaching, Training, Mentoring
• Sitelink Software, Rise People, ADP, Deluxe Payroll
• Administrative Operations & Workflow Optimization
• Sage Accounting & Payroll Systems
• Customer Service & Stakeholder Relations
• DocuSign, Google Docs, Google Drive, SharePoint, OneDrive
• Full-Cycle Recruitment & Employee Support
• Microsoft Office 365 Suite (Word, Excel, Outlook, Forms, PowerPoint, Teams)
• Policy Writing, Compliance, Safety & Conflict Resolution
• Zoom, Email & Calendar Management (Outlook, Gmail)
• Budgeting, Capex, Reporting & Vendor Coordination
• POS Systems & Payment Processing
Professional Experience
Office/Property Manager
Annacis Lock-Up Storage – Delta, BC
April 2024 – April 2025
• Executed legally binding lease agreements and managed full-site operations
• Oversaw maintenance, inspections, vendor relations, and customer support
• Directed capex projects and ensured facility safety compliance
• Supervised team scheduling, training, and performance
• Managed occupancy and delinquency using Sitelink and DTM reporting
Office Manager / HR Coordinator
Nisga’a Ts’amiks Vancouver Society – Vancouver, BC
June 2023 – March 2024
• Led recruitment, onboarding, employee support, and workplace coaching
• Developed internal policies, managed vendor contracts, and held financial signing authority
• Supported payroll and benefits using Ceridian and Sage systems
• Oversaw front-office operations and admin systems
Facility Manager / Area Manager
Advanced Storage Centre & NationWide Self Storage – Maple Ridge + Lower Mainland + Squamish, BC
December 2015 – February 2023
• Managed multi-site storage facilities, vendors, budgets, and capex projects
• New Site opening, lease ups and office/facility procurement
• Led team recruitment, coaching, and performance reviews
• Executed lease agreements and enforced policy compliance
• Supported payroll using Deluxe, Rise and ADP systems
• Used DTM, Sitelink, and Excel for reporting and financial tracking
Acting Branch Manager / Volunteer Coordinator
BC SPCA – Maple Ridge, BC
March 2013 – October 2015
• Supervised unionized staff and managed over 150 volunteers
• Oversaw shelter operations, adoptions, customer service, and KPIs
• Managed budgeting, vendor relations, and incident reporting
• Co-chaired Health & Safety Committee and enforced safety protocols
Education & Certifications
• Human Resources Management Certificate (In Progress), Simon Fraser University
• Diversity, Equity & Inclusion Strategies for Business Impact – University of Cambridge (Emeritus Program)
• Customer Service Excellence – SkillPath
• Respectful Workplace – Achieve Centre for Learning
• Managing Difficult Phone Calls – Achieve Centre for Learning
• Veterinary Assistant Training – Completed in the late 1990s
References
• Mark Whalen – Director of Operations – Advanced Self Storage
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• Gary Woods – Facility Manager - NationWide Self Storage
****.*****@****.***
• Marzena Mumme – Facility Manager – Advanced Self Storage
************@*****.***
• Paula Smith – Office Operations Coordinator – Nisga’a Ts’amiks Vancouver Society
**********@*******.***
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