B C. Email & Phone Number

Ottawa, Canada Area

Own process to investigate and resolve over 25 telecom complaints and policy violation claims made by customers, against service providers, each month.Analyze complaints by researching applicable established telecom industry regulations, legislation, terms of service documentation, and other relevant policies, to determine telecom service providers’ obligations in light of claims made.Communicate investigation findings verbally and in writing to stakeholders. Draft memos and formal reports to document the investigation process for management’s knowledge.Track breaches of industry regulations and violations as discovered during investigation.Work with multiple stakeholders, such as service providers and customers, to investigate and resolve complaints.Presented with Award for Conflict Resolution by the Commissioner.

Ottawa, Canada

● Critically assessed billing emails and microcopy to improve content delivery. ● Worked with stakeholders to gain context and alignment on billing problems. ● Developed content audits and workflows for billing communications. ● Wrote microcopy (home notifications and error banner messages) for the interface. ● Used qualitative and quantitative research to inform content decisions. ● Worked with developers to understand technical constraints to recommendations made.

Ottawa, Canada Area

● Coordinated immigration policy program with oversight from supervisor.● Developed a survey and wrote a report on Canada's refugee policy.● Wrote and edited policy papers, briefs, blogs, and articles.● Drafted policy memos, tracked legislation, and monitored policy debates.● Engaged with Members of Parliament, political staff, and Civil Society Organizations.● Organized workshops on immigration issues in Ottawa, Victoria, and Winnipeg.

Ottawa, Canada Area

● Contributed to writing, developing, and editing project proposals and reports.● Designed book covers, conference and workshop materials for supervisor.● Co-organized a study visit of Argentine parliamentarians and business owners toOttawa’s parliament and government departments.

Master'S Degree, Conflict Studies

Bachelor Of Arts (B.A.) In Law (Honours), Legal Studies

Activities and Societies: Member of the Carleton Law Society (CLS)Dean's Honour List recipient 2013