Susan

I have 20+ years experience providing creative solutions to meet organizational goals while collaborating with team members to manage projects and events.

Administrative Assistant - Government of Ontario, Ministry of Children, Community and Social Services

(2019-01)

• Provide customer service in a high-volume office as the first point of contact for enquiries
• Oversee case management and streamline processes to provide timely client service while exceeding key performance indicators by 40%
• Central point of contact to liaise with staff to resolve urgent client concerns by gathering case management details from the SAMS database to investigate problems
• Utilize SAMS database to pay invoices and produce reports
• Anticipate and manage contentious issues using active listening techniques to de-escalate concerns
• Assist with onboarding to train new administrative staff
• Coordinate complex team schedules to book client appointments

Receptionist - BMO Nesbitt Burns

(2019-01 - 2019-12)

Health Insurance Assistant - University of Toronto, Centre of International Experience

(2018-01 - 2018-12)

• Provided customer service to thousands of international students to determine insurance eligibility
• Verified eligibility and calculated appropriate health insurance coverage entitlements for students
• Interpreted insurance policies and procedures when providing health coverage details to students
• Managed volunteers during peak student registrations to provide timely service

Office Administrator - Metro

(2018-01 - 2018-12)

• Logged, tracked, verified hundreds of purchase orders for trailer repairs to reduce delivery delays
• Disputed and tracked vendor invoice discrepancies and ensured they were resolved on time
• Collected, verified, and updated daily transportation delay reports to track on-time deliveries to grocery stores and warehouses using Excel pivot tables functions that link to crystal reports
• Troubleshoot database issues to accurately report transportation delays in Excel

Executive Assistant/Office Manager - The Osborne Group Management Consultants

(2008-01 - 2015-12)

• Sole responsibility to track and submit requests for proposals (RFPs) accurately and on time
• Proofread and formatted RFPs for 25+ Principals and managed proposal submissions
• Managed contracts with consultants and coordinated onboarding orientations
• Managed office, scheduled meetings, maintained office supplies and coordinated staff events
• Composed various letters, minutes, presentations, agendas and correspondence
• Updated marketing materials and created PowerPoint presentations to secure new contracts

Program Coordinator - University of Toronto, Division of University Advancement, Alumni Relations

• Promoted events on social media and increased social media engagement by 75%
• Developed marketing and communication materials to recruit alumni and students for monthly events that foster alumni-student engagement
• Managed event logistics, including volunteers, registration, implementation and evaluation
• Analyzed alumni database to collect and store information for 50+ events and thousands of alumni to track alumni event participation

Administrative Assistant - Winrock Consulting

Receptionist - Shepherd Village

Hons. Bachelor of Arts - Social Science - University of Toronto (2016-01)

Computer Programmer Analyst Diploma - CDI College (2001-01)