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Professional Summary

An effective leader in customer service with experience in sales, warranty processing, and data management. I excel at working efficiently to meet deadlines, produce results, and exceed customer expectation. I thrive in collaborative environments and am particularly driven to resolve conflicts and increase productivity.

Skills
  • Microsoft Office (Word, Excel, Powerpoint, Outlook)
  • SAP, Oracle, PeopleSoft, Quickview, Citrix, RMS, Sharepoint, Kronos
  • Data management
  • Customer service-oriented
  • Business correspondence
  • Compliance reviews
  • Payment issuing
Work History
Warranty Administrator, 10/2018 to 06/2019
America's Home Place Albany, GA
  • Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
  • Processed accurate warranty claims on a timely basis.
  • Handled inbound contacts and provided customer service according to departmental policies and procedures.
  • Prepared road reports by accurately documenting pertinent information, including warranty repair, permitting and billing.
  • Properly managed proprietary information
  • Manage company databases, account files and monthly stakeholder reports.
Technical Support Advisor, 01/2018 to 10/2018
KELLY SERVICES, APPLE
  • Diagnosed and document customer complaints by utilizing provided tools and asking diagnostic questions.
  • Extensive multitasking of daily e-mails, call management and knowledge based training tools.
  • Performed initial client assessment and analysis to begin research process.
  • Guided callers through over-the-phone repair processes, including step by step instruction, heavy multi-tasking and precise communication.
  • Handled inbound contacts and provided customer service according to departmental policies and procedures.
Warranty Claims Specialist , 11/2012 to 11/2017
T-MOBILEDeKalb, IL
  • Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
  • Maintained detailed service and customer records.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Administrative Assistant, 08/2010 to 08/2011
US DEPARTMENT OF VETERANS AFFAIRSNorth Chicago, IL
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Compiled company information and related material and distributed it to candidates.
  • Defined and tracked campaign effectiveness and adjusted strategies accordingly.
  • Composed internal memos and external correspondence for senior management, and reviewed all documentation to eliminate errors.
Education
Complete Coursework : Business Administration, August 2016
Delta College - Bay City, MI
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Skills
  • Expertise in Adobe Premiere Pro, Quantel and other proprietary video editing software
  • Project planning and development
  • Broadcast coordination
  • Asset management
  • Data analysis
  • Strategy implementation
  • Software optimization
  • Advanced problem solving
  • Quality assurance
Experience
FOX Sports Editor, Sports Desk | Los Angeles, CA | September 2018 - Current
  • Created a series of digital content for FOX Sports television shows, regional news networks and affiliates across the United States
  • Researched, developed and produced a variety of multimedia that reflected the latest news within the sports and entertainment industry
  • Organized material, determined area of emphasis and coordinated the distribution of video assets across multiple organizations, such as ESPN, YES Network, SNY, MLB Network and Rogers SportsNet
  • Delivered branded content across broadcasting and advertising segments for linear & nonlinear platforms
  • Scheduled live production events with on-air talent for a series of FS1 shows such as First Things First, Undisputed and The Herd
AT&T Entertainment Group Senior Specialist, Entertainment Production | Marina Del Rey, CA | January 2017 - January 2018
  • Responsible for the production and delivery of digital content across multiple platforms in real-time to millions of end-users
  • Created live video highlights for a variety of sports and special events including the NFL Sunday Ticket application, U.S. Open tennis tournament, COPA America soccer tournament, MMA bouts and AT&T town hall sessions
  • Trained and managed a group of editors during high-pressure live events, ensuring quality in finalized products to reach consumers across the country
  • Applied interactive features and templates for live television through DIRECTV's set-top box
  • Identified, troubleshooted and resolved technical issues with a variety of diagnostic tools such as DataDog, Gedit and GNOME Terminal
DIRECTV Specialist, Digital Content Production | Marina Del Rey, CA | March 2015 - December 2016
  • Distributed a series of high quality content across multiple media platforms
  • Applied descriptive metadata and additional information to video highlights being displayed through DIRECTV's set-top box and mobile devices
  • Oversaw and assessed the creative development of video content from pre-production to post-production
  • Incorporated advertisers and promotional inserts through a series of digital content
  • Designed, developed and tested embedded software applications to enhance user experience
DIRECTV Coordinator, Broadcast Operations | Stamford, CT | March 2014 - March 2015
  • Managed file systems and cloud infrastructures for cooperate networks
  • Converted and transcoded a series of multimedia into different video and audio formats
  • Implemented Python and C++ scripts to enhance user experience and assist in daily operations
  • Collaborated with development and engineering teams to identify and resolve performance issues
  • Established operational objectives and work plans to upper management
LiveClips, LLC Technical Lead | Stamford, CT | October 2012 - March 2014
  • Produced video content of college football highlights to ESPN's College Football mobile application
  • Marketed propriety video editing software to potential clients and investors such as Google, Facebook, ESPN and Turner Sports
  • Evaluated multiple software solutions during early architecture development and organized system infrastructure operating procedures
  • Modified existing software to correct errors, adapt to new hardware and improve performance
  • Identified and suggested new strategies to enhance productivity and improve functionality
Education
Bachelor's Degree Communications University of Connecticut Storrs, CT | 2013
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Professional Summary

Accomplished Project Manager with 10+ years' diversified experience in project and operations leadership and business and marketing analysis. Brings strong foundation in products, services, and customer-facing technology solutions. Adept relationship builder across key stakeholders, clients, and teams to generate and drive revenue opportunities. Collaborative leader identifies best practices for development of integrated marketing plans. Expertly connects the Voice of the Customer to operations, product engineering, marketing and support to address customer concerns and enhance experience. Possess TWIC card, U.S. Passport, and bilingual fluency in Spanish and English languages.

Highlights
  • Account and Project Management
  • KPI Development and Monitoring
  • Strategic Planning and Execution
  • Contract Negotiations
  • Voice of the Customer (VOC)
  • Competitive Analysis and Intelligence
  • Team Leadership and Collaboration
  • Training and Development
  • Relationship Building and Retention
  • Vertical and Tech-Focused Marketing
Experience
Technical Project Manager 01/2018 to Current Demandforce Inc. San Francisco, CA
  • Prospected and built relationships, amassing strong customer base with multi-service businesses to provide technical support for technical communication tools and  social media marketing,.
  • Communicated value of technical services offered, negotiated contracts, and established strong working relationships with owners and senior management.
  • Analyzed customer business needs and performed competitive and market analysis to craft creative plans which addressed complex challenges.
  • Developed key performance indicators (KPI) to measure progress of clients' projects.
  • Allocated resources and tools for project teams, managed risks, communicated and reported to clients.
  • Created project scopes, milestones, and schedules; evaluated performance to identify and resolved issues.
  • Prepared all project documentation for closure, storage, and possible auditing activities to ensure technical accuracy.
Project Manager/Account Manager 11/2014 to 12/2018 TEAM FURMANITE Benicia, CA
  • Administered $3 million project budget, including accounts management for delivery of maintenance and repair services within refining industry.
  • Served as voice of the client (VoC) by capturing client expectations, preferences, concerns, and advocating for services.
  • Partnered with organizational stakeholders to deliver integrated portfolio of project deliverables.
  • Reviewed project status with department executives, proposed changes and implemented action plans.
  • Addressed client inquiries related to products, pricing, and availability, quoted prices, credit, contract terms, warranties, and delivery dates.
  • Maintained and grew book of business through introducing new products and services which expanded business opportunities with customer accounts.
  • Boosted sales 35% by up-selling additional services to existing clients.
  • Tracked sales performance and monitored account statistics to create effective sales strategies.
  • Defined project deliverables and monitored status of tasks.
  • Drafted action plans and discussed project performance at meeting with department executives.
  • Addressed customer questions and concerns regarding products, prices, and availability.
Project Manager 01/2006 to 11/2014 Superheat FGH Benicia, CA
  • Managed delivery of highly-focused business model in deployment of industry experts to refineries for heat treatment projects. Led 14 projects throughout full life cycle.
  • Oversaw $2 million operating budget, controlled costs, schedules, and resources to successfully complete projects on time and within budget.
  • Positioned as primary leadership for project changes, schedules, and problem resolution.
  • Collaborated with technical and field operations departments in pre-planning and with account managers to coordinate technical services.
Education
Business Management and Communications 2012 University Of Phoenix Sacramento, CA, USA Coursework: Business Communications and Management Information Systems, Strategic Leadership training, Managerial Statistics, and Management Communication, Operations, and Quality Management
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Summary

Efficient and reliable administrative professional with experience supporting executives and customers in multiple environments.

 

Diversified skill set covering administrative support, accounts receivable related tasks, account management and customer service. Excellent interpersonal, phone, and digital communication skills.



Experience
Facility Coordinator May 2019 to Current
Whites Studios Inc. Richmond, BC

• Assist Facilities Manager with the coordination of upgrades and repairs to the studios

• Act as a contact for client facility issues and needs on a day to day basis

• Coordinate with vendors and trades about facility maintenance issues

• Assist with coordinating parking space allocation, facility cleaning and

waste disposal

• Perform additional duties as assigned, may include assisting with general office activities

• Assist in purchasing/inventory of facility assets

• Assisting in coordinating and decorating of special events i.e MPPIA Golf Tournament

Office Production Assistant Jul 2018 to Apr 2019
Riverdale Vancouver, BC

• Coordinate with vendors and tradespeople for all emergency fixes and maintenance needed for the property

• Liaise between Production (Riverdale), the Landlord, Property Owner and Building Complex management

• Distribute incoming & outgoing mail and shipments. Organize and maintain the general work area and warehouse

• Complete and coordinate miscellaneous tasks e.g Budget filing, warehouse organization, managing employee time cards & start packs, schedule distribution, PO authorizations and stock supply orders

• Perform secretarial duties at the front desk and provide information for staff and the public

Administrative Secretary / Move Coordinator Aug 2017 to Jul 2018
KMBR Architects Planners Inc. Vancouver, BC

• Provide general daily administrative support to the business partners and other members of the leadership team, including calendar management, typing and copying

• Sorting, distributing and processing daily incoming & outgoing mail along with sending and receiving courier packages

• Process and organize architectural drawings slated for digitalization

• Reviewing existing documents and archives, and/or disposing of sensitive material in an appropriate manner

• Coordinator of various move related project tasks

Accounts Receivable May 2016 to Aug 2017
Albion Farms & Fisheries Richmond, BC

• Responsible for monitoring all aspects of the collection of outstanding debts owed to the Albion Farms & Fisheries

• Maintain records of account activity, as well as review current accounts for unpaid amounts and determining the course of action to take based on a variety of factors such as debt age, amount of debt, and the customer's history

• Creation of training materials and guidelines for all employees in Accounts Receivable along with training of new hires

• Interact with customers directly and resolving outstanding debt by taking payments via the POS system and assisting customers with resolving their other billing issues

Retail Associate Oct 2015 to May 2016
Winners & HomeSense Vancouver, BC

• Responsible for the daily organization and set-up of the store, keeping with all policies and procedures, and performing stock duties as required

• Daily administration of store funds in and out of the cash office along with ensuring that all registers are processed accurately and that all funds are balanced and verified daily

• Initiate and participate in store recovery and merchandise lookup and completion of markdowns in a timely and accurate manner

Technical Support Representative Feb 2015 to Oct 2015
Shaw Communications Vancouver, BC

• Troubleshoot Cable & Internet with clients

• Assist unhappy and frustrated customers in a professional and sensitive manner, while applying my problem solviong skills to defuse escalations

• Assist customers with issues regarding wireless devices and wireless access points

• Resolve or escalate issues regarding billing and payment

• Assist customers with Shaw E-mail Setup, Recovery & Troubleshooting

• Report and document outages of Internet, Cable & Phone

Camp Counsellor May 2014 to Aug 2015
Canadian Diabetes Association Gibsons, BC

• 24/7 Monitoring and help a small group of children (ages 5-14) with their medical condition (diabetes) while participating in various camp activities (canoeing, hiking, meal times, swimming, etc)

• Supervision of group of 10-14 kids at all times while at camp, responsible for confidentiality and keeping of sensitive information private between kids, camp staff, and parents

Education
Accounting 1 British Columbia Institute of Technology Vancouver, BC, Canada
Business Mathematics British Columbia Institute of Technology Vancouver, BC, Canada
Volunteer
Face the World Gala - Volunteer                                        June 2017
Vancouver, BC
 
WE Day - Seating Supervisor                                              Oct 2013/2014
Vancouver, BC
 
Leadership Program - YMCA Camp Elphinstone               Summer of 2013
Gibsons, BC
 
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Professional Summary

Technical Product Owner with over 11 years of experience across HCM, Healthcare and Customer Support industries. I have held multiple positions including, Technical Support Associate, Business and Reports Analyst, QA Engineer and Product Manager. Reliable and experienced in leading offshore and cross-functional teams. And quick to learn new technologies for business process improvement. I am self driven, enthusiastic and passionate about maximizing sustainable proven value for both the Customers and the Employer.

Skills

Social, Interpersonal & Communication Skills

Product & Project Management

Business Process Improvement

Risk Analysis & Mitigation

Strategic Thinking and Problem Solving

Requirement Gathering & Analysis

Customer & Technical Support


Agile Scrum & Kanban Methodology

SQL Developer, Oracle & HANA Databases

ODATA, REST & SOAP APIs & POSTMAN

SAP Analytics, Optier, Splunk, Zabbix & Pingdom

PuTTY, Terminal & JAWS 508 Compliance

Version One, JIRA, Confluence & SharePoint

Mobile Applications & Operating Systems

Work History
Technical Product Owner Jan 2017 - Current
SAP SuccessFactors Reston, VA
  • Managed cutting edge SDLC projects with SaaS solutions in Agile Methodologies across locations 
  • Implemented, monitored and tracked the projects while continuously improving the solutions metrics
  • Identified the risks for fast paced, complex and dynamic projects and developed plans to mitigate them
  • Took informed decisions, measured deliverables and reported the progress to the senior management
  • Worked with the leadership and IT stakeholders on project roadmaps and implementations
  • Created PRDs to build APIs across pillars of HCM suite for Digital Assistant and Job Analyzer projects
  • Assisted engineering across locations with analyzing the requirements, tasks and resolved their queries
Sr. QA Engineer Dec 2010 - Dec 2016
SAP SuccessFactors Reston, VA
  • Performed System, Integration, Functional, Regression, UAT and End-to-End Testing
  • Created Test Plans for Mobile, Internationalization, Localization, Exploratory and Upgrade testing
  • Analyzed product requirement specifications and developed Test Plans, Test Cases and RTMs
  • Participated in audits and compliance meetings and presented demos to a team of external auditors
  • Built infographic charts, reports and comparisons for the leads, stakeholders and senior management
DW ETL Tester/Reports Analyst Jul 2008 - Nov 2010
Client Network Services Inc Rockville, MD
  • Developed Acceptance Plan criteria for Performance and Load Testing for WA MMIS
  • Generated the relevant Cognos Reports and SQL's and logged defects in ClearQuest Tool
  • Performed Datastage ETL job execution, FTP processes, smoke test, file extraction and validation
IT Lab Consultant Sep 2007 - Jun 2008
University Of Cincinnati Cincinnati, OH
  • Resolved software bugs, performed trouble shooting and reported issues to the management
  • Led and conducted Lab Tech orientations, trainings, meetings, surveys and evaluations
  • Helped set up the University of Cincinnati's largest and then state-of-the-art Langsam Library and Lab
Technical Support Associate Dec 2006 - Jun 2007
VCustomer Corp. Pune, India
  • Troubleshooted, configured and resolved a variety of problems associated with the Linksys products
  • Provided training to customers for them to use the company's products, systems and applications
  • Substantially improved customer satisfaction levels by coordinating and cooperating with other teams
Education
Master of Science: Information Systems 2009
University Of Cincinnati Cincinnati, OH
Bachelor of Science: Electronics And Telecommunications 2006
Pune University Pune, India
Accomplishments
  • Recipient of multiple Sprint Star, Peer Appreciation and SAP Culture Awards
  • Won SAP SuccessFactors Hackathon's second and first prize in 2015 and 2017 respectively
  • Represented the US SAP SuccessFactors in Developer Fair at SAP HQ in Walldorf, Germany Jan 2017
Certifications
  • American Software Testing Qualifications Board: Foundation Level and Agile Extension Exam
  • Product Management - Successfully completed Foundation & Build courses from Pragmatic Marketing
  • Garnered certifications in Data Science, Intelligent Enterprise, Internet of Things, Design User Research
  • Application Management Tool: Using Splunk 6.x & Searching and Reporting
  • Analyze Problems and Make Decisions, Conflict Management and Present Complex Information
Other Interests

Volunteering at Therapeutic Riding Program, Juggling, Rubik's cube, Foreign Languages, Reading, Photography, Endurance Events, Swimming, Soccer & Foosball, Saxophone, Secretary of Toastmasters Club

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Professional Summary

Professional, detail-oriented Genius Administrator motivated to drive projects from start to finish as part of a dynamic team, while providing a world class customer experience.

Skills
  • Customer service-oriented
  • People-oriented
  • Bilingual in spanish
  • Staff training and development
  • Goal-oriented
  • Excellent communication skills
  • Supply management
  • Excellent diagnostic skills
  • Account management
Work History
10/2018 to Current
Genius Admin Apple Inc. Berkeley, CA
  • Worked directly with repair technicians  to achieve the highest level of customer support .
  • Assisted customers by answering questions, responding to inquiries and handling telephone requests.
  • Copied, logged and scanned supporting documentation.
  • Verified data integrity and accuracy.
  • Entered details such as payments, account information and call logs into the computer system.
  • Responded to customer requests via telephone and email.
04/2018 to 10/2018
Technical Specialist Apple Inc. Berkeley, CA
  • Trained users on technical resources, including desktops, laptops and mobile devices.
  • Completed troubleshooting and diagnostics on company resources.
  • Installed and updated iOS hardware and software.
  • Escalated unresolved issues to appropriate level.
09/2017 to 04/2018
Specialist Apple Inc. Berkeley, CA
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
  • Communicated with management to request maintenance assistance and ensure all equipment is operating correctly.
  • Ensured proper preparation, presentation and maintenance of stock levels for all  products available to the customer.
  • Demonstrated product features, answered questions and persuasively overcame objections.
  • Actively pursued personal learning and development opportunities.
Education
2018
General ED: Business
Contra Costa College - San Pablo, CA
Other
  • Assisted the Corporate Events team in New York
  • Worked directly with the Technology and Merchandising Pro with store visuals
  • Promoted health and fitness as Wellness Champion
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Professional Summary
Exceptional customer care professional who addresses inquiries and resolves problems as they arise. 
Skills
  • Excellent verbal & written communication
  • Accepts responsibility and implements decisions confidently
  • Attention to detail
  • Hardworking
  • Effective problem solver
Work History
Technical Support Manager, 09/2012 to Current
Bluegrass CellularElizabethtown, Ky
  • Maintained up-to-date knowledge of product and service changes.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Fostered an environment which encouraged continual process improvements.
  • Reviewed technical documentation and procedures.
  • Provided accurate, specific and timely performance feedback for CSRs.
28 Degree Cooler, 04/2012 to 09/2012
Perdue Farms IncBeaver Dam, KY
  • Cleaned and maintained the warehouse in compliance with OSHA safety standards.
  • Received, stored and shipped goods and materials.
  • Attached identifying tags to containers.
  • Swept floors and stored equipment at the end of each shift.
Education
Bachelor of Arts: History, In Progress
Western Kentucky University - Bowling Green, KY
I made the President's List the Fall of 2011 at Western Kentucky University, for maintaining a 4.0 GPA that semester.
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Professional Summary

10+ years of management experience, who excels in establishing excellent Board & employee relations, finance leadership, and strategic planning. Driven to surpass business goals while thriving in deadline-driven environments. Enthusiastic team player with a strong work ethic and advanced problem solving skills.

Knowledge & Skills
  • Operations Management
  • Member Services & Retention
  • Hiring & On-boarding
  • Budget Management
  • Grants & Fundraising
  • Community Outreach Initiatives
  • Project Management
  • Organizational Leadership
Professional & Volunteer Experience
General Manager 01/2017 to Current
Newmarket Soccer Club Newmarket, ON, Canada

Direct all aspects of non-profit organization including, $5 million stadium asset, 21 employees, 12 seasonal contractors, 200+ volunteers and  4000+ members. Control annual budget of $2.2 million, accountable for strategic planning, human resources, sponsorship, fundraising, policy making and develop administration procedures. Serve as organization spokesperson and lead public relations.

  • Key role in maintaining relationships with stakeholders, the Town of Newmarket, the District Association, Ontario Soccer, Canada Soccer, Grants/Rebates Programs and Vendors.
  • Work with Board Members to ensure the club mission is accomplished, attend and lead monthly Board Meetings.
  • Prepare annual operating budget, monitor P&L, produce and report financial statements, monitor inventory, and control cash flow management.
  • Oversee stadium facility operations, which includes a full field indoor turf, recreation room, offices, Facility Manager and 6 facility attendants.
  • Producing a versatile sponsorship program and package to boost new and current sponsors. This initiative generated an additional 15% increase compared to previous fiscal year.
  • Define strategy and business plan for the Newmarket Soccer Club, to stabilize registration numbers and improve delivery of programs to the Newmarket community.
  • Led demographic research and identified custom marketing initiatives via local newspaper, town guides, e-news, Google advertisements, and increase social media followers providing informative updates to members and the community.
  • Ensure all programming follows Ontario Soccer guidelines, implementing LTPD, Grassroots soccer, and encourage all coaches to advance certifications.
  • Direct the OPDL partnership between Newmarket SC & Richmond Hill SC, including managing coaches, schedules, facilities and budget.
General Manager 01/2016 to 03/2017
Ottawa Internationals Soccer Club Ottawa, ON, Canada

Oversee all operations of non-profit organization, including managing $10 million sports complex, 20 employees, 150+ volunteers and 3000+ members.

  • Collaborated with the Ottawa Fury Semi-Professional Club and Ottawa Sports & Entertainment Group to achieve an advanced marketing business model to increase fan support and maximize attendance in new professional stadium (TD Place).
  • Own club operating budgets, financial performance reports and lead Executive Board meetings.
  • Ensured the direction of programs and operations are aligned with the mission and vision of the organization.
  • Control facilities operations of OISC owned sports complex, includes 2 outdoor turf fields, indoor field, volleyball courts, fustal court, fitness and weight rooms. 
  • Active contributor of the Eastern Ontario District Soccer Association (EODSA), participating in groups such as the membership committee, budgeting and technical committees.
  • Strong knowledge with club registration software and coaching certification (AIMS, EzFacility, PowerUp, Coach Centre, Ref Centre, E2E, etc.)
  • Initiated and chaired both Club Operational & Technical committees within the organization.
  • Facilitated job recruitment, interviews and hiring. Made salary adjustments and managed contract renewals and promotions.
  • Established operational objectives, work plans, delegated assignments and offering constructive feedback on employee performance.
Volunteer - Soccer Coach 05/1999 to 01/2016
Erin Mills Soccer Club / Mississauga Soccer Club Mississauga, ON, Canada
  • Used enhanced leadership skills to motivate youth and instill positive community values.
  • Encouraged developing young players to further their soccer potential beyond the youth level and into University and European opportunities.
  • Developed game plans and adjusted them according to various game situations.
  • Built strong rapport with athletes and assistants before, during and after coaching seasons.
Technical Programs Manager 10/2015 to 01/2016
Erin Mills Soccer Club Mississauga, ON, Canada

EMSC is a non-profit organization, features a 20,000 square foot indoor facility. Organization consisted of 4000+ members, participants and volunteers.

  • Lead all day to day Technical operations, ensuring all program deliverable are met with OSA standards.
  • Strengthened business by leading implementation of Elite High Performance Pathway. 
  • Successfully submitted Club Excellence application, Club received Gold award.
  • Partnered successfully with technical department and coaches to produce strong communication and implementation of competitive and recreational programming.
  • Ensured club website reflected current programming and communicated daily to club members.
  • Administered, managed and created new competitive club programming to increase club revenues and oversee youth league operations.
  • Worked closely with Club's Technical Committee to ensure strong presentation and delivery of new technical programming.
  • Hosted and organized courses, encouraged all club coaches and referees to enhance certifications and education.
General Manager 03/2014 to 09/2015
Mississauga Soccer Club Mississauga, ON, Canada

MSC is a non-profit organization, operating an 80,000 square foot multiple athletic facility. Organization consisted of 3500+ members, participants and volunteers.

  • Oversee all business and facility operations, lead 4 direct reports, 8 customer service staff, and facility maintenance crew.
  • Work closely with Board of Directors to implement budgets, programs, strategies and inform of emerging concerns and opportunities.
  • Assumed duties of the Technical Director from March 2015 to September 2015. Directed all soccer programs, and lead technical staff during implementation of LTPD and Grassroots.
  • Continually expanding and developing relationships with individuals, groups, and organizations capable of contributing to the success of the Mississauga Soccer Club.
  • Managed all club administration, programs, leagues, and Mississauga International Tournaments.
  • Developed and acquired sufficient facilities and fields for the present and future growth of youth soccer in Mississauga.
  • Maintained professional working relationships with governing bodies (City, PHSA, OSA, etc.).
  • Continuously update website content and social media to engage members with club updates.
  • Trained, coached and mentored staff to ensure smooth adoption of new programs and customer service.
Operations Manager & Technical Coordinator 01/2004 to 03/2014
Erin Mills Soccer Club Mississauga, ON, Canada

EMSC is a non-profit organization, features a 20,000 square foot indoor facility. Organization consisted of 4000+ members, participants and volunteers.

  • Oversee day to day operations of club administration and indoor facility, led a team of 10 office employees and 15+ seasonal program staff.
  • Strategized with Board of Directors and committees to develop club programs and initiatives.
  • Ensured the vision and strategic direction of the EMSC is known, shared and understood by staff and members.
  • Managed the Mississauga Eagles (CSL, Semi-Pro) overall operations, financials, vendors, staffing, game day duties, etc. 
  • Provided exceptional service and exceeded expectations by solving customer concerns and providing alternative solutions.
  • Implemented innovative programs to increase employee and coaching loyalty reducing turnover.
  • Partnered successfully with recreational and competitive members to produce a healthy club environment.
Financial Service Representative 01/2004 to 05/2006
TD Canada Trust Toronto
  • Executed financial administrative tasks to ensure smooth and efficient operations.
  • Handled RRSP, mutual funds, account renewals, adjustments and investments.
  • Maintained filing, reports and data management for paper and electronic record keeping.
Volunteer 01/1999 to 01/2005
Caring Together United Way fundraiser Toronto
  • Assisted in the organizing, planning and execution of the event
  • Tracked and managed incoming donations for the fundraiser
Education
Bachelor of Arts: Business Management & Environmental Science 2007 University of Toronto - Toronto/Mississauga
Accomplishments
  • Canadian National Championships - Silver Medal (2012)
  • Canadian National Championships - Gold Medal (2011)
  • Mississauga Sports Hall of Fame, Coaching Award (2011)
  • Mississauga Civics Award (2011)
  • Ontario Cup Champions (2013, 2012, 2011, 2010)
  • Ontario Youth Soccer League Champions (2013, 2012, 2011, 2010, 2009)
Certifications
  • Emergency First Aid & Heart Saver Level 'A' CPR (2017)
  • Ontario Soccer Association - Respect in Soccer (2014) 
  • NCCP Certification
  • Ontario Soccer Association Coaching Certificates, Levels 1-3 (2004) 
  • Sales Associate Certificate - First Efforts Investments (2004)
  • Piano certificates from the Royal Conservatory of Music (2000)
  • Bronze medallion swimming certificate (1997)