Mark Grant Email & Phone Number

Oakville

Waterloo, Ontatio

• Key piece in the development and implementation of new service model consolidating multiple service fronts into one student friendly area. Resulted in a dramatic increase in customer satisfaction, line reduction and.
• Managed 10-person team ensuring outstanding customer service to clients by overseeing hiring, training documentation, arranging cross training with campus partners and regular check-ins with staff.
• Maintained outstanding working relationships with team and with campus partners. Recognized as a paragon of excellent student service across campus.
• Oversaw the development of new e-commerce solution which revolutionized how students order official documentation. Partnered with multiple campus teams to ensure functionality and ease of use for students.
• Advocate for the development of student self-service documentation which allowed over 20,000 users to produce educational verifications on their own without having to contact Centre providing instant and 24/7 service.
• First point of contact for elevated student concerns supporting the team by meeting with distressed students or problem-solving unique situations. Recognized as an outstanding and empathetic service provider with an.

• Managed six-person team overseeing the production of educational verification documents including official letters and transcripts. Team functioned as the face of the unit answering any questions regarding.
• Ensured positive experience for students visiting the Registrar’s Office and made drastic improvements in customer flow that reduced congestion and created a more welcoming atmosphere for students. Created ability to.
• Acting Manager of University’s undergraduate admissions supervising 10 staff. Department was responsible ensuring the admissions process was efficient and transparent representing the University positively in a very.
• Developed a solution to manage student application for travel discounts eliminating need for a visit to the office and a lengthy wait.
• Implemented new educational verification process for alumni which enabled employers to verify graduates’ credentials. Solution reduced need for employers to contact office, ensured confidentiality and transparency of.
• Recognized as a leader in excellent student service and improved reputation of office across campus.

• Member (2005-2007) of the official stats crew for the Toronto Raptors compiling statistics for media, team and league use. Interviewed players and provided quotes to media.
• Provided (1998 – present) media statistics for basketball, football, hockey and baseball. Clients included NBC, ABC, TSN, ESPN, Fox Sports, Sportsnet, The FAN 590.

• Ensured smooth day-to-day operations of College’s personal, academic and career counselling services and programs for students with a disability. Managed support staff, student employees and oversaw faculty counsellors.
• Led department’s student employment program including being responsible for hiring, training, scheduling and payroll submission.
• Established tutoring program at College’s new Ryerson campus which had an immediate impact on program retention and established a connection between George Brown campuses.
• Collaborated with faculty members on innovative training techniques to improve quality of peer tutoring and introduced professional development programs for student staff. Examples include personality type-based.
• Developed innovative Career Launch employment workshop for recent College graduates including supervising event logistics, volunteers and event speaker scheduling.

• Managed College’s academic support program in seven key college subjects ensuring smooth day-to-day operation and hiring and training student staff.
• Communicated benefits of tutoring program to College stakeholders which increased awareness of program which resulted in higher quality tutor referrals and an over 25% increase in usage of the program from the previous.
• Presidential appointee for College Council committee which represents the college community to the President. Chaired Student Issues committee which focused on student concerns and improvements to services for students.

• Involved in the creation of a one-stop for student services at the College combining enrolment services, financial aid, counselling and disability services. Project resulted in dramatic improvement in service to.
• Responsible for communication to stakeholders including creation and providing content for a six page insert in the student newspaper and meeting regularly with College leadership to update on the progress and collect.
• Developed and updated innovative What’s Up boards informing students of College events and services. Efforts resulted in increased enrolment in workshops and increased sense of community on campus.
• Organized first ever one day support staff professional development event including scheduling and organizing content delivery.

• Led front line services for Counselling and Disability Services including facilitating appointments and managing student flow for the department.
• Provided service to students in an empathetic and friendly manner and lauded as a top service provider at the College.
• Implemented a new Customer Relationship Management software to department which provided counsellors and leadership usage statistics and illustrated connections between department services.

• Led workshops for students and faculty introducing new enrolment software and grade submission processes. Recognized as go-to person for any questions regarding the software and liaised with key campus stakeholders to.
• Responsible for the marketing and promotion of University’s summer term to increase awareness to Guelph students. Efforts led to a 25% increase in enrolment.

• Provided exceptional customer service to students supporting their OSAP application. Recognized for delivering complicated Student Aid information to clients in an empathetic and friendly manner.
• Accurately administered OSAP student account updates, processed confirmation of enrolment and income verification forms and processed interest free status forms.

• Responsible for the day-to-day operations of the University’s financial need-based employment program and supporting students by assisting with their job search, updating employment postings and communicating with.

Toronto, Canada Area

Bachelor'S Of Arts, Political Scence

Education record