Robyn Ojala B.A., Mssc Email & Phone Number

Toronto, On, Ca

Canada

Oversee and manage the Customer Service Department and all aspects of the CharityVillage website as it relates to jobseeker and client performance (largely executed through Zendesk,Salesforce, and the CharityVillage ADMIN portal) Consistently maintain an average customer satisfaction rating of 98-100% through Zendesk. Oversee and manage CharityVillage’s Learning Management System. This includes setting up a bulk eLearning purchase made by an organization and distributing the course(s) to their staff. Provide monthly customer service analytics to the CEO and National Sales Director. Project managed, in partnership with the CEO, the implementation and onboarding of CharityVillage’s first Background Screening Tools services. Project managed, in partnership with the CEO, the upgrading of CharityVillage’s legacy eLearning courses along with the learning management system. Develop and execute client and staff training programs when required.Coordinate, onboard and assist IT in development/implementation of new products and services. Put forth recommendations for enhancing user experience as it relates to accessing products and services through the CharityVillage website. Present customer analytics and new developments at Quarterly staff meeting.Recommend potential product or service enhancements to management by collecting customer feedback and analyzing customer needs. Prepare product or service reports to the CEO and National Sales Director. Cultivate and maintain positive ongoing relationships between CharityVillage and its customers.Participate in high priority short-term projects.Participate in and contribute to regular team-wide conference calls.

Toronto, Canada Area

As the Product Support Advisor, my primary responsibility is to support job board clients and job applicants. I serve both users and staff by providing detailed recruiting/job application tool support and service information related to a number of recruiting products. Responsibilities:Deliver solutions and best-in-class service (phone and email) to our website users.Participate in development and execution of client training programs (webinars) as needed.Identify and recommend related CharityVillage products and services to users.Maintain customer records by updating account information.Recommend potential product or service enhancements to management by collecting customer feedback and analyzing customer needs.Prepares product or service reports.Cultivate and maintain positive ongoing relationships between CharityVillage and its customers by providing timely assistance to all queries.Participate in high priority short-term projects when required.Participate in and contribute to regular team-wide conference calls.

Oakville, Ontario

I completed a student placement with ADAPT (Halton Alcohol Drug and Gambling Assessment Prevention and Treatment) and had an incredible experience. If you are unfamiliar with ADAPT, the agency was founded in 1975 as a pilot project of the Addiction Research Foundation. Based on the pilot’s successful outcome, ADAPT was incorporated as the first community addictions treatment agency in Ontario. Today, the agency has grown from a small, single site agency to one of the largest and most diversified treatment agencies in Ontario. ADAPT offers a wide range of services to clients and their family members surrounding addiction and/or mental health issues.During my placement, I was given the opportunity to work with three different teams which I believe were instrumental in elevating my level of understanding and experience of working with clients who have addiction and/or mental health concerns . I worked closely with the Opioid Team, Assisted Supportive Housing Team and the Community Withdrawal Management Service Team. My experience includes the following:• Individual and group counselling• Screenings/intakes• Assessments• Treatment plans and case notes• Created handouts for the CWMS team on a variety of subjects for clients eg: Positive Affirmations, Anger Management, Coping with Cravings

Oakville, On

I was the Work Force Management and Data Analyst for Pethealth Inc. Pethealth is considered to be an international leader in providing animal management software, RFID microchip identification and pet insurance (offered in both North America and the United Kingdom). My responsibilities included the following:• Analyze and communicate trends to call center directors regarding call volumes, call patterns, key performance indicators, staff productivity, attrition rates and resource allocation. • Generate regular reports based on directors needs which involved referencing historicaldata to track sick days, late time, etc.• Manage and track daily call center shrinkage and put forth recommendations based on areas of inefficiency • Provide general support for the sales and service operations with consistent and innovative reporting. Develop ad-hoc reporting using Excel, Crystal Reports, Microsoft Dynamics (DAX), Workforce Management Software.• Conduct analysis of data gathered from several sources and transpose into a prescribed format to provide call center statistics including: interval, daily, weekly and monthly executive, agent, and departmental reporting.

Masters, Human Geography/Geopolitics

My thesis assessed the reliability of Russia as an energy supplier and whether Russia uses its oil and gas resources as a political.

Addictions: Treatment And Prevention, Addictions And Mental Health, 89% Overall Average Achieved

This post-graduate program prepares students to provide a client-centred and client-driven continuum of treatment for individuals.

B.A, Honours Political Science