Customer Service Quality Assurance
Resume:
EDUCATION
Bachelor of Science,
• Awarded Outstanding College Students of America” Recognition of Outstanding Merit and Accomplishment
Associates of Arts Degree, Liberal Studies
El Camino College, Torrance, California
• Recipient of the Academic Achievement Award EOPS program
TRANSFERABLE SKILLS
• Strong partnership development skills
• Trained in business strategy, accounting, marketing research, development and sales
• Sound strategic planning experience
• Experience with corporate governance and Sarbones-Oxley compliance
• Proven E-Learning/Social Media expertise
• Ability to set goals, maintain organization and multi-task in a fast paced environment
• Strong interpersonal and communication skills
• Sound problem solving and conflict resolution experience
• Proven capacity to learn quickly and apply new information
• Proven leadership and team building skills
• Capable of working as a team player or independently
• Proficient in Word, Excel, Outlook, Windows and Mac O/S
WORK EXPERIENCE
2009-Present Canadian National Migration and Naturalization Association, Toronto, Ontario
Executive Director and CEO
• Provided a 2 and 4 year strategic plan (goals-objectives-action plan & SWAT analysis) and Budget
• Enhanced the public image and recognition of Brand Name/ Logo within the Immigration LAW and Not-for Profit community through new business development, social networking and word of mouth
• Project managed a steering group that submitted a 1.2M dollar grant thru Citizenship and Immigration Canada to help guarantee the success of our organizations’ mission
• Responsible for sponsorships, partners, industry leader recruitment, letters of Patent, Nuans registration
2008-2009 Canadian Association of Professional Immigration Consultants, Toronto, Ontario
Executive Director
• Composed various types of media materials for varying types of audiences
• Created an E-Learning platform including two new web pages fusing technology with social media and E-Learning trends
• Identified and developed new growth opportunities
• Managed media sections of websites ensuring they were user-friendly
• Efficiently managed budgets
2003-2008 Washington Post Company –
Manager of Graduate Student Services
• Managed all staff
• I serviced 18000 live students; 5900 to medical school, 3500-law school, 2500 MBA candidates, 1500 dental students, various TOEFL students, 1500 foreign-trained doctors and 500 foreign-trained dentists, hundreds of nurses, 2000 high school students, 3600 graduate students and 240 admission-consulting students.
• Coordinated and hosted annual MBA Fair with 1500 plus potential MBA students and 120 universities
1999-2003 Teletech Canada, Toronto, Ontario
Operations Supervisor
• Launched Globalstar Satellite Customer Service Centre servicing an international client base
• Collaborated with Technical, Satellite Operations and Senior Management to fine tune coverage and service protocols for 48 LEO satellites
• Supervised Customer Care, Technical Support, Outbound Sales and the Credit and Activations Department
• Directly supervised staff of over 120 people
• Responsible for quality assurance
VOLUNTEER EXPERIENCE
2009-Present Canadian Society of Association Executives (C.S.A. E.), Ontario (Trillium), Chapter
Previous Director on the Board, currently member of membership and volunteer cmtte.
• Discuss issues of importance to Executives of Associations, C.E.O’s and business members
• Implement strategies for key market and competitive province-wide events
• Gained formal strategic planning training from O.R.E.A.
• Gained leadership experience and knowledge on financing and coaching not-for-profit based companies
2011-Present Multilingual Community Interpreter Services (MCIS), Toronto, Ontario
Director on the Board and member of the Marketing Committee
• Provide the Board with leadership and guidance on policy development and decision making with a focus on marketing strategies, market research and competitor analysis
REFERENCES
Available upon request
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