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 decrease in referrals to other departments. • 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 for students allowing the team to action more complicated cases.• 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 innate ability to deescalate difficult interactions.• Implemented a new phone system creating a queue for incoming calls, allowing triaging between different service areas and providing flexibility to answer calls from anywhere in the Centre. Solution provided metrics on phone calls for the first time.• Reduced wait times for student transcripts from five business days to on-the-spot production. This was the number one student concern and its implementation reduced negative feedback from daily complaints to zero.• Managed student queueing system including development responsibilities. Developed usage reports that were communicated across campus.

• 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 undergraduate records.• 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 triage quick questions and implemented quality assurance of submitted student forms to ensure completion.• 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 competitive marketplace. • 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 process and allowed team more time to concentrate on student concerns.• 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 training and introduction to American Sign Language. • 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 year. Developed usage reports that highlighted both qualitative and quantitative advantages of the program.• 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 students by empowering front-line staff with greater responsibilities and decreasing wait times and referrals to other departments.• 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 feedback.• 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 ensure they felt supported.• 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 campus partners regarding creating opportunities for work.

Toronto, Canada Area

Bachelor'S Of Arts, Political Scence

Education record