- Efficiently developed and implemented a staff hybrid schedule ensuring optimal resource allocation and team productivity.- Successfully led and managed a team of 14 staff in Toronto Pathway, while providing valuable support to the Vancouver Pathway team consisting of 5 staff when required.- Proficiently coordinated and scheduled university and college tours with up to 40 students, facilitating seamless and impactful experiences for students and educational institutions.- Effectively managed staff vacation requests, ensuring fair and efficient approval process while maintaining adequate coverage and operational efficiency.- Performed comprehensive analysis of student grades, meticulously evaluating exceptions and making informed decisions regarding approval or denial to ensure academic integrity and fairness.- Proficiently handled and resolved escalated cases, demonstrating exceptional problem-solving skills and a strong ability to manage complex situations with professionalism and efficiency.- Conducted thorough interviews and successfully recruited top talent, strategically aligning the skills and qualifications of new staff with the organizational goals and team dynamics.- Conducted meticulous analysis and review of student refund cases, employing a fair and thorough approach to ensure compliance with policies and regulations while providing equitable resolutions for students.- Engaged and connected with the student community by hosting interactive Instagram Live sessions and informative student webinars, fostering meaningful dialogue and delivering valuable insights on relevant topics. - Actively participated in high-profile events such as the Canada Partnership Forum and ICEF, leveraging the opportunities to build a strong professional network and establish valuable connections within the international education industry.

• Responds to telephone, e-mail, and in-person inquiries from agencies and students; ensures students and agents receive an outstanding customer service experience• Monitors students enrolled to the pathways program, contacts them once they start studying at ILAC and follows up with them on ongoing basis• Invites educational institutions-partners to organize info tables at ILAC campuses, creates monthly calendars and distributes them to Student Ambassadors and teachers• Plans, organizes and schedules university and colleges visits for students; passes all required info and documentation to Social Events department for delivering a tour to the students• Provides informational support and consults students/parents/agencies in person or via email, creates study plans and follows up• Consults students who want to be enrolled in academic Pre Degree program and interested in university pathway• Helps students to choose the best program based on students goals and academic background; • Helps with applications to an university or college program and collection of documentation required, follows up on an application status• Helps students with the registration to IELTS and TOEFL exams• Submits IELTS, TOEFL scores or ILAC graduation certificate to the educational institution• Tracks students’ levels to make sure they’re on time with the selected start date at the college or university, requests and receives academic reports• Submits all supportive documentation(transcripts, diplomas) to the colleges and universities, helps students with tuition fees and sends payments confirmation on student’s behalf to the educational institutions• Stores collected students personal information confidentially and securely; uploads all necessary documentation to e-becas; maintains pathways database• Organizes and delivers orientation sessions for the new students• Communicates with the Pathway Director on escalated agents’ and students’ problems and concerns when required

• Processing a high number of enrolments, issuing invoices and letter of acceptances for Brazilian students overseas.• Welcoming all students from Brazil, answering questions and courteously and patiently resolving issues in Portuguese, English and Spanish if necessary.• Replying a large number of e-mails from more than 100 agent partners daily.• Committing to respond and explain all matters in less than 24 hours to partner agencies.• Stepping up and making myself available to any situation where assistance is needed.

• Accepting, verifying, and applying all incoming payments coming from over Brazilian partner agencies.• Follow-up pending balances, issuing refunds to students, paying commissions.• Generating daily/weekly reports in order to check pending balances from students and agencies.• Exchanging e-mails with key partner managers/owners in order to coordinate the incoming payments.

• Distribute students schedules for new term;• Generates graduating student final level list and creates certificates on a weekly basis;• Provides immediate resolution to student requests in compliance with policies and procedures;• Completes weekly class changes as requested by students;• Changes elective classes on Ebecas

• Responsible for organizing and communicating all information regarding destinations and educational institutions.• Double-checked prices, dates, flyers, fees inserted on Sales Force by the Data Management Center staff from Slovakia.• Occasionally inserted new prices and fees into Sales Force.• Contacted Canadian Educational Institution in case there was an issue that needed to be solved quickly.

• Responsible for organizing and communicating all information regarding destinations and educational institutions.• Arranged meetings with Universities and College representatives to introduce the company profile and reviewed institution presentation and product offerings.• Created monthly sales report and addressed to Financial Department for further calculations.• Administrated institution agreements upon clientele demand.• Created quotations in order to develop weekly newsletter to clients.

• Responsible for check-in and check-out, assisting the Front Office Manager during his absence, room assignments, city ledger, replenish front office supplies, switchboard, taking reservations, providing local information to our our international clientele, setting up wake-up calls, running the end-of-day reports, and preparing the daily revenue reports for 3 hotel properties.

• Responsible for helping guests with all their needs.• Responsible for full security while on night duty.

• Responsible for closing cashiers from all Hotel Departments.• Helping all guests with their needs.• Keeping the Marriott customer service standard.

• Helping guests at the Front Desk area.• Speaking more than 3 languages a day to inform guests.• Assisting the Reception staff with their daily duties.

• Served guests at the 4 star restaurant located in the Hotel premises.