Nova Andrews, Mba, Prosci® Email and Phone Number

Responsible for providing an exceptional customer experience to both existing and prospective special event, corporate, sport, and other facility user groups while fulfilling a leadership role with front line staff during special events.• Established booking system/processes, • Nurture both internal and external client relations, • Accurate and timely revenue tracking, analysis, and budget management,• Marketing and communications strategy

As a member of the Management Team, this role reports to the Director of Operations and oversees two provincial government contracts that provide Essential Skills Training, Education Preparation, Career Planning & Employment Search support to unemployed & under-employed Albertans. •Trusted advisor in organizational restructuring process aimed to diminish service duplication between programs and establish centralized services to improve client flow, encouraging transparency and cross-program collaboration to eliminate silos and increase employee cooperation and support. • Achieved 80% permanent, full-time job placement client average post BIM Training by implementing top notch facilitation of program, networking with key industry leaders, organizations and employers which resulted in direct hires and successful work placements.•Promoted to Manager Employment Programs due to a track record for strategically aligning staff for top performance, restructuring program processes for efficiency, effectiveness, and accountability and realigning resources to increase billings with future organizational growth in mind.•Pragmatic and solution-focused approach to supporting clients and staff to make deliberate decisions, take ownership of results, and achieve the goals they have identified.•Liaise with and promote the program to government, professional, and community organizations and prepare all government mandated monthly metrics and narratives accurately, maintaining all database integrity, and file audits (Mobius).•Resolve client, vendor and staff concerns and issues in an affirming and professional manner, ensuring daily operations run smoothly and conflicts or misunderstandings are diffused.•Recruitment, training and performance reviews of staff nurturing talent by providing personal development opportunities and by mirroring solution-focused, client affirming conversations.

Plan training sessions with RO, ARO and recruitment officer; prepare materials and audio-visual equipment for training sessions; administer oath for election officers, if delegated by RO– complete the Training Officer Training Program via the Learning Management System– consult RO/ARO on logistical arrangements: audio-visual needs, training materials, number of classes and number of participants, local issues to emphasize– review course material, poll worker guidebooks and other poll materials– prepare for and deliver a dry run of a DRO/poll clerk training course with RO, ARO and others attending, then adapt program preparations accordingly– swear in election officers if delegated by RO to do so; administer oaths as required, following the proper procedure; obtain the election officers' social insurance numbers to avoid payment delaysTrain all poll workers– train the following personnel: DROs and poll clerks for ordinary, advance and mobile polls; CPSs for ordinary and advance polls, and manage the CPSs who will work as training assistants; registration officers for ordinary and advance polls; information officers for ordinary and advance polls– use the training materials and guidelines provided by EC (a clerk should help the training officer prepare training materials)– brief CPSs on their role as training assistants– follow EC instructions and lesson plans to ensure training is consistent nationwide and errors are reducedConduct training evaluation: ensure training of election officers meets the principles of adult learning

Working witht he Owner, acted as a consultant in professionalizing the overall operation, producing a business canvas and 3 year strategic plan and grant application funding documents.

Member of the Leadership Team, reported to the Board of Directors and Director of Swimming, responsible for collaboratively developing and supporting the implementation of operational, strategic and financial plans; ensure the efficient functioning of the office and undertaking of activities in support of staff development, promoting the organization and its membership management. • Created and instituted a full cycle Customer Experience system for an NPO, implementing standard operating procedures, creating a people engagement system, effective website/communications systems, efficacious record keeping systems and redefining the brand to instill a stronger sense of culture identity.• Cooperatively developed and implemented a recreational ‘Learn to Swim’ School employing 20 staff and achieving membership growth to a 350 person membership base within it’s first year of operation. • Accountable to the Board of Directors and 300+ membership base through strong lines of communication, clear expectations and effective implementation of EKSC policies and procedures. • Collaborate with Swim Director and Club Treasurer to develop and manage a budget of $1.8 million• Developed Employee Best Practices Guide in compliance with The Canadian Centre for Ethics in Sport Excellence Program, familiarizing staff about general working conditions, key policies, procedures, and benefits establishing ourselves as the first amateur swim club to meet these standards.• Evaluated organizational policies and procedures and achieved buy-in from board and management to formalize and professionalize the Standard Operating Procedures of the club.• Planned and organized annual awards banquet and year end banquet hosting upwards of 350 families. • Distributed responsibility across the organization, empowering people at all levels to take responsibility and make decisions to create a can-do culture.

As a member of the Student Engagement Team reporting to the Manager of Student Engagement, responsible for recruiting, communicating, interviewing and evaluating prospective students to WBF’s diverse programs. This role supported the development and implementation of strategic and business planning, supporting goals, objectives and metrics of student completion, monitor and report on progress and address emerging issues. Accomplishments:s Contributed to the development of student recruitment and retention strategies to ensure that WBF enrolled students who would fulfill the mandates of WBF and its primary shareholders.s Successfully recruited for a pilot program in cooperation with Kearl Oilsands Project which had a 98% placement rate.s Developed, implemented and facilitated a Customer Service delivery program for the WBF Ready Mix Program s Accountable for the recruitment, assessment and placement of students in appropriate programs to ensure success within the Alberta Apprenticeship Program.Organize class graduation ceremonies for each graduating program

Reporting to the Managing Director, Industry & Tourism Services, was responsible for the delivery of an internal recognition program which developed, recognized and celebrated excellence in customer service within the tourism and hospitality industry. This annual process included tracking the submissions of candidates, scheduling of interviews, obtaining sponsorship, developing all print ad and print materials, working alongside a production company to determine theme, technical aspects of the show and ultimately acting as Stage Manager at Shaw Conference Centre for an Annual Gala Celebration. Accomplishments:s Ensured EEDC’s positive image within the community and acted as a conduit between the Corporation and Industry.s Successfully formed collaborative relationships with over 600 businesses in the Edmonton Capital Region providing feedback and periodic reports to stakeholderss Planned, designed and produced this annual event while managing all project delivery elements within time limitss Organized facilities and managed all event details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc.s Ensured compliance with insurance, legal, health and safety obligationss Identified staff requirements and coordinated their activitiess Coordinated with marketing and PR to promote and publicize Galas Conducted pre and post event evaluations and report on outcomes

Managed a collaborative customer service initiative involving 65 companies and 3500 employees at Edmonton International Airport. Facilitated strategic development and delivery of the ETeam program in cooperation with Edmonton Airports Strategic Development goals. Responsible for the coordination, measurement and analysis of customer perceptions of the Edmonton International Airport.Prepared and implemented annual business plan including rationalization of costs, review of delivery of services and analysis of levels of service against costs. Management of contracted services and project planning and delivery. Participated as an ETeam member to deliver the “Making the Commitment” program which promotes teamwork and positive relations within the airport members of the ETeam community.

Ensured the integrity and efficiency of daily airport operations including managing irregular operations (IRROPS) and emergency situations including the handling of safety screening during the SARS health crisis.Monitored the performance of airlines, tenants, concessionaires and others to ensure their adherence to EIA and other Federal policies and programs, etc. Monitored and managed compliance with Canadian Aviation Regulations (CAR’s), Aerodrome Security Measurers, (ASM’s), and tenant security responsibilities.Held D/DA license through Airport Vehicle Operators Program (AVOP). The first point of contact for all airport emergency situations and implemented and coordinated all necessary emergency procedures. Performed regular apron management duties.

Onboarded and trained all Airport Services staff including TDG certification for all Western Canada bases.

Reporting directly to the Station Manager, oversaw the scheduling of staff and other employment needs, ticketing/check-in operations, customer inquiries and complaints and ultimately responsible for the on-time performance of each flight arrival and departure of all assigned flights.Proactively mitigated anticipated issues during highly active delays, cancellations and the rebooking of flights.