• Contributed efficient digital solutions in support of public reports• Upgraded FAO's HTML production process making it cleaner, more efficient and more accessible• Liaised with other teams to determine scope and direction of product design.• Formatted reports to meet both company standards and individual report's specific needs.• Implemented design into code.

• Tutored students in multiple computer science related subjects, both one-on-one and in groups.• Maintained confidentiality of trusted student information.• Kept records of students and sessions for long-term tracking purposes, and inserted into shared database.• Analyzed tutoring trends and developed improvement strategies for formal reports to management.

• Worked directly with franchise owners to develop policy and procedure strategies to accomplish sales and service goals, resulting in a 25% increase in sales (year over year).• Developed and updated administration tools, allowing management to focus more time on customer service and employee training.• Coordinated multiple product and process changes with corporate office and ensured that no issues were encountered during business-wide launch.

• Successfully expanded and updated single-employee kiosk resulting in decreased station down-time and increased customer satisfaction and patronage.

• Awarded for successfully increasing sales conversion rates, resulting in higher priority contacts from vendors. • Contacted existing clients and discussed options for extending or expanding service.

• Successfully executed training courses for more than 100 new and existing employees resulting in the highest customer satisfaction reports for the entire division, which awarded the business more vendor contracts.• Collected historical and contemporary employee performance data, analyzed data to identify opportunities for improvement and collaborated with the rest of management to develop training materials and schedules.• Supervised teams of 11-20 customer service representatives, assisted them on difficult, complex, or sensitive issues.

• Assisted in creating the new student-facing Mental Health and Wellness Centre designed to provide students with emotional support, connect them to services, and communal space for study and socialization.

• Contracted by Hewlett-Packard to do technical support for global Pfizer employees.• Performed regular quality audits on more than 60 agents to identify opportunities to reinforce existing strengths and coach agents on weaknesses.• Created or updated training courses for more than 60 new and existing employees resulting in more technically competent agents and in turn faster issue ticket handling.• Supervised entire floor of technical support agents, assisting in escalated issues and tracked recurring tickets to identify wide-spread problems and pro-actively develop large scale solutions.

• Assisted clients with daily retail banking while actively listening for sales/service opportunities• Managed large cash/coin deposits and withdrawals for small businesses clients.

• Assisted customers with questions about various pet-care products and techniques. • Helped new customers learn about different pets and how to properly care for them, and built rapport with repeat customers. • Stocked shelves, received shipments, kept inventory count. • Provided constant care for dozens of animal species, including regular feedings, habitat cleaning, and medical treatment.

• Short-term contract to assist with a large project. • Entered survey data into a computer database using industry standard software (SPSS)• Coordinated with other data entry agents, and proofread data-sets and infographic charts prepared in Microsoft Office Suite for presentation and distribution.

• Designed and programmed custom websites for personal and small-business clients, granting them a better presence online. • Consulted with clients to determine their technological needs and translated that into a development strategy to meet time and budgetary constraints. • Developed custom front-end and back-end software or integrated existing commercial software solutions as determined by the client’s needs.

• Walked clients step-by-step through troubleshooting remotely, resolving technical issues quickly and effectively.• Responded to incoming client support calls and tickets, created and updated reports on clients issues and previous investigation results.

• Trained new hires with an emphasis on teamwork, communication, and position specific practice, resulting in average service time being reduced to less than 60 seconds.• Managed crew members and supervised daily production schedule to ensure smooth service while minimizing waste. • Dedicated and skillful work was repeatedly awarded and recognized.