Experience

MSI Corp

• Canada
• Telecommunications
• 100 - 200 Employee

• Resource Associate

  • Dec 2020 - Present

  Ottawa, Ontario, Canada Temporary Resource Associate, MSI Corp 360 Lisgar St, Ottawa, ON K2P 2E4 July 2019 – Present Day • Ensured that the students are applying what they learned through training and demonstrating the knowledge and skills required to successfully perform the role of a Bell Residential Service Agent • Provided on-the-job training that focuses on saving the customer from cancelling their pending order, customer experience, productivity, upsell opportunities and resolving customer issues. •… Show more Temporary Resource Associate, MSI Corp 360 Lisgar St, Ottawa, ON K2P 2E4 July 2019 – Present Day • Ensured that the students are applying what they learned through training and demonstrating the knowledge and skills required to successfully perform the role of a Bell Residential Service Agent • Provided on-the-job training that focuses on saving the customer from cancelling their pending order, customer experience, productivity, upsell opportunities and resolving customer issues. • Identified agent’s strengths and addressed any performance gaps through individualized coaching’s. • Created new job aids handout to adapt to new processes. • Utilized Excel to create in-depth evaluations and reports for team leaders and operation managers • Received and resolved customer escalations by offering real-time solutions • Evaluated agents performance using quantitative and qualitative measures

• Activation Improvement Team Member

  • May 2019 - Present

  Ottawa, Canada Area • Utilize Excel, Word, Outlook, and other specialized pieces of software to investigate, problem-solve, and communicate with agents and technicians to provide the best solutions for the customer • Respond to customers inquiries in a pleasant and courteous manner • Provide detailed notes and records on every call outlining the actors, problems and solutions used to remedy the situation • Deescalate and cooperate with customers to renegotiate their order with Bell to restore confidence,… Show more • Utilize Excel, Word, Outlook, and other specialized pieces of software to investigate, problem-solve, and communicate with agents and technicians to provide the best solutions for the customer • Respond to customers inquiries in a pleasant and courteous manner • Provide detailed notes and records on every call outlining the actors, problems and solutions used to remedy the situation • Deescalate and cooperate with customers to renegotiate their order with Bell to restore confidence, trust, and customer satisfaction • Modify and recreate customer orders using multiple pieces of software in real-time • Investigate on behalf of customer and provide the customer with the most up to date information on their order • Correspond and collaborate with specialty departments to effectively respond to customers individual needs and offer real-time solutions to complex problems • Market and advertise Bell products to customers to promote the Bell brand and meet internal sales targets • Follow standardized procedures and policies to maintain excellent call quality, customer satisfaction, and sales ethics • Participate in ongoing meetings and training modules to sustain continual improvement and growth • Shadow new agents to provide feedback and mentorship on the expectations and practices of their workplace



Parker Prins Lebano Chartered Professional Accountants

• Canada
• Accounting
• 1 - 100 Employee

• Admnistrative Assistant

  • Feb 2016 - Dec 2018

  • Enthusiastically greeted clients serving them light refreshments, engaging them with friendly conversation, and helping them with any questions or requests • Attentively monitored incoming emails, calls, and voicemail messages corresponding with clients myself or directing their queries to the correct partner or staff member • Provided administrative support to accountants and other staff members, tasks included: making labels, packaging, creating new client files, filing, updating… Show more • Enthusiastically greeted clients serving them light refreshments, engaging them with friendly conversation, and helping them with any questions or requests • Attentively monitored incoming emails, calls, and voicemail messages corresponding with clients myself or directing their queries to the correct partner or staff member • Provided administrative support to accountants and other staff members, tasks included: making labels, packaging, creating new client files, filing, updating the client database, photocopying and scanning tax documents, sorting and organizing mail, and tallying large piles of receipts • Arranged courier deliveries and Purolator requests, and efficiently operated a Neopost machine to quickly process large mail outs and parcels • Utilized initiative and resource management to solve problems at the lowest level possible • Utilized Microsoft Word Office Suite for data entry and word processing • Processed debit, credit, and cash payments over phone and in person Show less



Élections Canada | Elections Canada

• Canada
• Government Administration
• 700 & Above Employee

• Special Ballot Officer

  • Oct 2015 - Oct 2015

  Ottawa, Canada Area • Inspected thousands of ballots to guarantee proper voting procedure • Collaborated with another Special Ballot Officer to ensure checks and balances through the counting process • Systematized and organized the count to ensure speed and accuracy • Arbitrated the legitimacy of irregular ballots through discussion with partnered Special Ballot Officer • Entrusted to secrecy through a sworn oath



Carleton University

• Facilitator Team Leader

  • Sep 2014 - Apr 2015

  Ottawa, Canada Area • Reviewed and edited older out-of-date sections of the PASS Facilitator's Training Manual • Composed and presented a tutorial on proper paragraph structure • Supervised facilitators through workshop observations and team meetings • Coordinated the collection and submission of feedback to supervisors • Standardized the structure and format for Employee Observation Reports • Encouraged a working environment that supported teamwork, collaboration, and feedback among… Show more • Reviewed and edited older out-of-date sections of the PASS Facilitator's Training Manual • Composed and presented a tutorial on proper paragraph structure • Supervised facilitators through workshop observations and team meetings • Coordinated the collection and submission of feedback to supervisors • Standardized the structure and format for Employee Observation Reports • Encouraged a working environment that supported teamwork, collaboration, and feedback among employees • Designed fun but effective PowerPoint presentations for in-service training modules • Contributed to the creation and presentation of new marketing strategies to supervisor Show less