Farah Small Email & Phone Number

Designed and implemented Tutor Doctor Training Manual for all new hires Conducted needs analysis within the department and selected the appropriate training method according to desired results.Provided orientation to all new hires on their first day.Over the span of two weeks would train new hires with the Tutor Doctor Training Manual.Kept track of hours worked during training for payroll.Tracked progress of new trainees and would adjust training according to trainees learning styles. Designed Employee Recognition Program for client relations department to foster an environment of support and recognition.Collaborated on creating Quality Assurance criteria and checklist.Outline quality assurance policies and procedures.Provide weekly audits on each coordinator to ensure all quality assurance standards are being met.Conduct weekly coaching sessions with each coordinator to discuss areas of success and areas of improvement.Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards.Create development plan for coordinators who were unable to meet an average score of 90% on quality assurance checklist.Relay data collected to reporting supervisor weekly for review.

Toronto, Canada Area

Marketed our services to potential clients through conversation to determine support needed.Managed multiple calendars and operating systems while making meaningful conversation with clients.Updated and recorded team and personal KPI’s as it relates to performance standards.Addressed franchisees questions and concerns through an electronic ticketing system.Answered client concerns regarding services and practices. Worked alongside supervisors to support agents to maximize customer satisfaction.

Involved in the day-to-day supervision of employees. Such as scheduling, conflict resolution and payroll management. Selecting personnel for specific positions and providing training and professional development.Evaluating employee performance.Understanding scheduling and staff level needs.Collaborating with management on employee and customer service issues.Promoting store merchandise or company product.Maintaining and updating inventory records for reporting discrepancies between physical counts and computer records.

Managed the full candidate pre-screening process, as well as reviewing resumes and doing phone interviews. Coordinated and conducted in-person interviews with successful candidates in order to ensure their skills and qualities meet the organization’s expectations.Performed reference checks on potential hires by verifying employment information and contacting the professional and personal contacts provided by the candidate.Responsible for selecting the candidate that was best suited for the position.Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed.Mapped out annual training plans for management and employees.Designed, developed and conducted training programs.

Monitored the health, safety and welfare of workers employed at the YM Inc to assure that all Occupational Health and Safety Act (OSHA) guidelines were being explicitly followed. Ensured that all employees understood the proper use of equipment and how to report an accident if one occurred. Monthly training for employees and managers in simulation training to teach them how to respond to a workplace safety incident. If an accident did occur, an investigation would take place into the matter, documenting the details and implementing solutions to prohibit a recurrence.