Responded accurately, clearly and efficiently to routine inquiries about CES policies, procedures, fees, and official document and application requirementsAssisted current and prospective CES clients and ensured follow-through in navigating the website, filling out application forms and payment information, and understanding CES requirementsResponded to incoming client (routine) problems applying CES/SCS/UofT policies, guidelines and procedures using standardized template responses Translated behind-the-scenes process and operations into palatable, informative, reassuring written communicationsProvided personalized updates to applicants where follow-ups are assignedReferred/escalated complex inquiries and issues to appropriate tier-level responder e.g., CES Records Assistants, Assistant Credentials Assessors, Credentials Assessor, CES Supervisor, CES Manager

Converting TV and Radio diaries using KFI-Key from image into acceptable formatsAssigning call letters to diaries and updating respondent information changes to station databaseConducting Market Research interviews for Radio and Television enumerationsConducting PPM interviews, recruit, reclaims, reminders, MRD studies and inbound helpline

Conducting intake conversations with clients to understand assignment requirements and provide guidance on processes, timelines, costs, etc.Developing strategies and processes to develop new business (e.g. Cold calling, print marketing, etc.)Managing end to end recruitment processes (sourcing, screening, interviewing and accreditation verification, payroll, etc.)Leveraging social networking sites (Facebook, Kijji, LinkedIn, etc.) to advertise and solicit referralsManage web-site content and converting media files for consumer consumption

Developed a marketing strategy to generate sales for Nightlife MagazineUsed social networking to build brand awarenessRepresented Nightlife magazine at promotional and media events Partnered with print, on-line and radio promoters to secure advertising spots in the magazineMaintained client database and sales records

Supervised a team of quality assurance leadsTrained staff on product, campaign and quality standards Supervised call centre campaigns Monitored and reported on abandon rates on inbound campaignsProvided feedback and coaching to staff to improve call quality Conducted training seminars and client monitoring sessions Provided evaluations and reports to the Operations Manager

Trained staff on product, campaign and quality standards Worked with clients to understand product and call centre campaign requirementsManaged ISO 9002 policies and procedures Created and presented reports on campaign performance Provided reports to management on quality assurance gaps/ areas for improvement

Developed contracts with advertising clients, promotion companies and community-based organizations to generate revenue Build station brand awarenessPresented reports to University of Toronto administrationResearched funding proposals and prepared grants Hired, trained, and supervised staff and volunteers Managed budget, revenue and expenses Worked with local high schools and colleges to provide internship and co-op for studentsMonitored shows to ensure they meet quality standards and comply with CRTC regulations