Customer Service Manager

QUALIFICATION SUMMARY

Skilful and dedicated Executive Assistant with more than 10 years of experience in coordinating, planning and supporting daily operational and administrative functions.

• Demonstrate capacity to provide comprehensive support for executive-level staff; excel at scheduling meetings, arranging travel, and managing all essential tasks.

• Proven track record of accurately completing research, reporting, information management, and marketing-support activities within demanding time frames.

• Highly focused and result-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages.

• Proficient in Microsoft Office (Word, Excel, Power Point, Outlook), typing 80 wpm.

PROFESSIONAL EXPERIENCE

Central CCAC

Administrative Assistant, Feb 2010 – Jan 2012

In this role I assisted Director of Finance and the whole Finance Team in managing the accounting, financial planning and financial reporting. Some of my duties were:

• Organizing meetings with department heads for a regular review of financial reports and providing meeting minutes in a timely manner

• Assisting finance manager in distributing and completing annual budget templates and monitoring forecasting and budgeting process

• Tracking work hours, absenteeism and vacation requests for the team of 20 employees

• Processing and approving suspended charges from service providers

• Managing filing system and Outlook Calendar for the Director of Finance

STARR HOLDING Corp.

Executive Assistant, Jan 2009 – Feb 2010

Assisting President in managing files and legal documents for commercial properties owned and for several commercial properties being leased by the company. Duties:

• Follow up on certificate of liability insurance for tenants and vendors

• Effectively managed lease renewal process for all commercial properties

• Perform financial calculations to support financial transactions regarding investments

• Managed documentation for annual financial statements, monitored timely payments to the government

SPB, Organizational Psychology Inc.

Executive Assistant and Office Manager, Apr 2007 – Apr 2008

Directed day-to-day office operations, providing fundamental support to company President and team of consultants in a successful company for performance evaluations and solutions.

• Coordinated and supervised full-day assessments, tests and coaching sessions

• Organized test results and created candidate reports for clients to easily understand results of the complex testing

• Created presentations and scheduled all executive-level meetings and traveling. Prepared biweekly time, expense, and travel reports

• Successful liaison with the head office in Montreal

• Managed multiple Outlook Calendars to assure accuracy in appointments and meetings

ALM, Architectural Lighting Manufacturer Inc.

Office Manager, Aug 2005 – Feb 2007

Provide high-level administrative support to President of leading manufacturer of custom designed lighting products and solutions with more than $7 million in annual revenue.

• Responsible for maintaining professional and timely correspondence with clients

• Created efficient office filing system for easier access to information

• Created and sent invoices, quotes for potential jobs, and purchase orders for suppliers

• Worked on development of a designer catalogue

TORONTO STAR NEWSPAPER

Jul 1991 – Dec 2004

Employed at the Toronto Star for 13 years and my roles included:

Senior Coordinator, Circulation, Customer Service Apr 2002 – Dec 2004

• Provided leadership, mentoring and coaching for up to 17 Customer Service Reps

• Assured department goals and objectives were met, with an assistance of a high tech software

• Resolved escalated customer complaints in order to keep high standard of customer satisfaction

• Overlooked productivity of the Circulation Staff

• Provided weekly update on staff performance to department manager

• Allocating day to day tasks, preparing daily schedules, assuring optimal employee hours

• Meeting the deadlines for hard copy processing

Administrative Assistant Mar 1998 – Apr 2002

• Administrative support to Circulation Marketing Group (4 managers and 12 staff)

• Assisted in developing employee incentive programs and events to motivate employees to contribute to the business objectives of the department

• Handled customer complaints referred to Circulation Marketing

• Liaison with district zone offices, customer service, and other groups in communicating programs’ information, updates and procedures

• Maintained and prepared reports required in department (project updates, analysis)

• Coordinated travel arrangements for the team

• Coordinated meetings and off-site events for up to 50 Wholesalers

• Prepared and maintained contest reports and brochures for sales staff

PROFESSIONAL DEVELOPMENT

• Lean Yellow Belt Certification

• 4 Marketing courses completed towards Marketing Certificate Program (Ryerson University)

• Grammar for Editors and Writers (course at George Brown College)

• Oral Business Communication (course at George Brown College)

• Business Writing, Creating Effective Presentations (CMC training)

• High school diploma and first year of university completed in Bosnia & Herzegovina

PERSONAL INTERESTS

Yoga; Literature; Documentaries

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