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  • Excellent communication skills
  • Reliable and punctual
  • Customer service-oriented
  • Front desk experience
Veterinary Assistant Jul 2019 to Current
Urban Pet Hospital San Francisco, CA
  • Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians
  • Restrained and stabilized animals during examination and treatment to safeguard against accidental injuries
  • Collected and documented animal information such as weight, size, physical condition and food intake
  • Offered every owner exceptional customer service and support, as well as top-notch care to each animal
Pet Hotel Associate Lead Sep 2018 to Jul 2019
PetSmart Daly City, CA
  • Filing medication forms and administering those medications
  • Monitored animals during group play sessions, checking for signs of aggressive or fearful behavior and to prevent biting among dogs
  • Trained and developed new team members in day to day operations and safety practices
  • Completed owner paperwork and obtained all necessary information, including possible allergies, potential aggressive behavior, preferred food type and owner contact details
Sales Associate Nov 2016 to Jun 2018
Babies R Us Colma , CA
  • Recommended merchandise to customers based on their needs and preferences
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
  • Contacted other store locations to determine merchandise availability
  • Answered incoming telephone calls with professional and knowledgeable responses
Sales Associate Feb 2015 to Nov 2016
BevMo! Colma, CA
  • Created attractive displays.
  • Answered incoming telephone calls with professional and knowledgeable responses.
  • Shared product knowledge with customers while making personal recommendations.
  • Built relationships with customers to increase likelihood of repeat business.
Sales Associate Nov 2013 to Dec 2014
Ross Dress for Less Westlake , CA
  • Worked as a team member to provide the highest level of service to customers.
  • Responded to customer questions and requests in a prompt and efficient manner.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
Front Desk Manager Aug 2012 to Sep 2013
Xtreme Combat & Fitness South San Francisco , CA
  • Handled all incoming calls and promptly respond to inquiries via email and telephone.
  • Administered and processed payments made by the members, providing them with up to date copies of receipts and/or transactions made by them.
  • Ensured front desk was well attended at all times
Education and Training
High School Diploma 2011 Lincoln Academy Online

This resume is created in 7 minutes.
Professional Summary
Qualified Customer Service Representative seeks employment with Advance America. Consistently delivers the first-rate service in a fast-paced professional environment and adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service with over two years of experience in the hospitality industry.Personable and professional under pressure.
  • MS Windows proficient
  • Exceptional communication skills
  • Creative problem solver
  • Quick learner
  • Detail-oriented
  • Excellent time management skills
  • Goal-oriented
Work History
Customer Service Associate, 04/2017 to Current
MDBSHampton, Virginia -
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Actively pursued personal learning and development opportunities.
Quality Assurance Inspector, 03/2012 to 05/2016
Seungwon Ind, Co,. LTDPyeongtaek, South Korea - 031
  • Made sure that products were produced on time and are of good quality.
  • Monitored product standards and quality-control programs.
  • Maintained a necessary level of communications between shifts.
  • Tested products or subassemblies for functionality or quality.
Hotel Front Office Receptionist, 03/2009 to 02/2011
Green House HotelCavite, Philippines - +63 46
  • Greeted and welcomed all hotel guests with a smile.
  • Executed a prompt wake-up call each morning.
  • Answered department telephone calls using correct salutations and telephone etiquette.
  • Greeted, registered and assigned rooms to guests of hotels.
  • Made and confirmed reservations.
Associate of Applied Science: Dental Hygiene, -in progress
Thomas Nelson Community College - Hampton, VA
  • Coursework include: Public Speaking and Composition
Bachelor of Science: International Tourism and Travel Management, undergraduate
Lyceum of the Philippines University, Manila Campus - Manila, NCR, Philippines
  • Coursework include: Communication Arts I & II, ICT in the Workplace, Business Communication in the Hospitality Industry
Completed 81 credits toward BS in ITTM

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A proven people leader with more than 10 years of progressive leadership experience, supporting 100+ person teams of management and unionized team members.  Demonstrated success managing multi-million dollar budgets, building new programs, motivating through challenges and delivering on agency targets under aggressive timelines.
Partnering with diverse stakeholders, I have driven improvements in customer service metrics and cost to serve.  Motivated and accountable professional who is passionate about healthcare and housing services and developing high performing and engaged teams.
  • Staffing management ability
  • Confident public speaker
  • Relationship and team building
  • Staff training and development
  • Trauma informed practice
  • Clinical training
  • Personal and professional integrity
  • Motivation techniques specialist
  • Biopsychosocial assessments
  • Program management
Deputy Executive Director , 05/2016 to Current
Lookout Housing and Health Society
Lookout was founded in 1971 to meet the needs of a growing number of homeless adults in Vancouver's Downtown Eastside. Today Lookout is one of the largest emergency shelter and housing providers in the province. Lookout operates over 400 year round shelter beds and close to 1200 units of temporary and permanent housing on an operating budget of over $40m. Operating across 11 communities in the Lower Mainland and will soon open a new site in Victoria.   As the Deputy Executive Director for Lookout I have budget and ultimate responsibility for overseeing all of Lookout's Operations, Human Resources and our Administration teams. I have one Manager and three Directors that report to me and over 650 indirect union and excluded employees.   Some of my successes since joining Lookout nearly two year ago are:   • Leading an organizational restructure in September 2016 to balance portfolios and achieve more functional alignment of our housing, health and property management teams.  • Oversaw the development and implementation of three key new resources:  ◦ Crawford Manor (Mar 2017): Lookout's first licensed facility requiring a complete renovation to an existing duplex, hiring new staff team and putting in place all operating structures in compliance with licensing standards; ◦ SafePoint (Jun 2017): Operated in partnership with Fraser Health, SafePoint was Canada's first Supervised Consumption Site and operates 18 hours a day 365 days a year; and  ◦ Powell Street Getaway (Jul 2017): Completed a $500,000 renovation to this resource to incorporate a new Supervised Consumption Site and meet new contract requirements for service delivery with Vancouver Coastal Health.   • During my time with Lookout our operations have grown considerably and overall operating funding from $28m to over $40m for the 2018/19 year. The work of my teams and I have been instrumental in this growth.  • We are currently operationalizing 300 units of housing in five buildings, one new Supervised Consumption Site in Victoria, one Intensive Case Management Team and an iOAT Clinic in partnership with Fraser Health. • In September 2017 successfully operationalized the merger between Lookout and the MDA Mood Disorders Association of BC.  • Carried out extensive advocacy work around homelessness/housing and the opioid crisis that included local, national and international media commitments on radio, print and television.   
Manager NOCC Handling & CBRU , 03/2015 to 05/2016
Insurance Corporation of British Columbia
ICBC Claims Legal Services (CLS) provides legal services supporting the defence of claims-based litigation through a group of external law firms and in-house counsel. Located within CLS, NOCC Handling opens an average of 20,000 legal files for all ICBC claims-related legal actions each year.  The Central Billing Review Unit (CBRU) is responsible for reviewing and paying all legal invoices submitted by law firms providing claims-related legal services to ICBC. It acts as the primary liaison between Bottom Line Technologies (Legal-X system), ICBC and law firms. Its goal is to provide a more efficient and streamlined review, appeal and payment process.   • Develop accountable, aligned, enabled, and motivated leaders and employees. Directly supervise 20 staff made up from two business areas.  • Improve communications and process efficiencies to manage legal spend by communicating with Principal or Administrative law firm contacts as needed.  • Contribute to the performance of the executive of the Division and the Department's plan to reduce BI costs through the provision of high quality administrative support and developing and documenting efficiencies.  • Operational Excellence. Utilizing our corporate Lean based methodology, I successfully led the development and implemented a major process improvement in how we assign legal counsel.  • Created a plan for the re-organization of the CBRU and NOCC Handling business units with a view to achieving a better alignment of staff resources and creating financial savings for the Corporation.   
Program Manager, 02/2009 to 02/2011
Surrey Women's Centre
  • Manager of Crisis Team within the Community-Based Victim Services.
  • Maintained a complex case load, supporting highly vulnerable, traumatized women utilizing a best practice approach. 
  • Team Leader for the Sexual Assault Response Team, supporting patients who were presenting at hospital after experiencing an assault. 
  • Initiated and maintained the recruitment, selection and training of all volunteer staff and practicum students.
  • Maintained statistical records on victims served and services provided; submits monthly statistical reports.
Client Care Coordinator, Rainier Hotel, 02/2009 to 02/2010
Vancouver Coastal Health Authority
  • Participated in the design and implementation of this specialized service for women. 
  • Provided counselling and support to highly marginalized women living in Vancouver's Downtown Eastside using a biopsychosocial and harm-reduction model of care.
  • Facilitated group therapy as well as provided individual counselling support.
  • Utilized crisis intervention skills in a high stressful environment 
Clinical Addictions Counsellor, Support Staff Supervisor, 02/2007 to 02/2009
Cedars at Cobble Hill
  • Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
  • Provided administrative and clinical leadership to the Support Staff team of approximately 30 staff.
  • Maintained and supported a caseload using an abstinence-based biopsychosocial model of treatment.
  • Facilitated psycho-educational groups and group therapy.
  • Contributed to and participated in community education projects to foster widespread understanding of the treatment of addiction.
Education and Training
Diploma: Social Work , 2003
Vancouver Island University - Nanaimo , BC
Bachelor of Arts: Child & Youth Care , 2007
Vancouver Island University - Nanaimo , BC
St. Johns Ambulance First Aid, 2016  
WHIMIS, 2016
Ethics and Issues for the Substance Abuse Professional Certificate, 2015 
Qmunity Queer Competency Workshop, 2011
2 day training focused on creating safe spaces, inclusive language and removing barriers for LGBTQ community.
Sexual Assault Response Team Training, 2010
Integrated Body Psychotherapy Workshop, 2009
Managing Employees with Substance Abuse Issues, 2008

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Enthusiastic Theatre Arts major with excellent communication skills and strong motivation to succeed.
  • Quick learner
  • Strong verbal communication
  • Energetic personality
  • Customer service mindset
  • Charismatic
  • Food handling knowledge
  • Excellent guest service skills
  • Received Best Featured Actor Award in May 2010, from National Youth Theatre.
  • Received the Distinguished Athlete Award from the United States Marine Corps (May 2015)
  • Named on All-City Offensive and Defensive Team for Football (2015).
01/2018 to 03/2018
Youth Basketball Coach Jewish Community Center of San Francisco San Francisco, CA Coached children emphasizing skill development, safety, fair play, sportsmanship, and fun.
11/2016 to Current
Administrative Intern FOGG Theatre San Francisco, CA
09/2016 to Current
Front Desk Agent Paramount Hotels Inc. San Francisco, CA
  • Greets and registers guests and issues room keys.
  • Recommends top dining and entertainment options for guests in the San Francisco / Bay area.
  • Processes guest payments for room charges, food and beverage charges and phone charges.
  • Fosters strong working relationships with all hotel departments
09/2016 to Current
Houseman Paramount Hotels Inc. San Francisco, CA
  • Inspects and tests machinery to diagnose malfunctions.
  • Adjusts functional parts of devices and control instruments.
  • Completes routine preventative maintenance.
  • Notifies managers of major repairs and/or additions needed.
  • Cleans and returns vacant rooms to occupant-ready status
07/2016 to 08/2016
Facilities Technician Scantibodies Laboratory, Inc Santee, CA
  • Completed routine preventative maintenance.
  • Notified managers of major repairs or additions needed.
  • Completed daily rounds to inspect facilities equipment.
  • Repaired laboratory equipment such as Lyophilizers, autoclaves, centrifuges and incubators.
  • Operated high voltage equipment such as buffers, automatic scrubbers and high-pressure washers.
  • Refurbished furniture and ordered replacement pieces when necessary. Installed equipment and systems on time and on schedule.
Education and Training
Bachelor of Arts: Theatre Arts San Francisco State University Downtown Campus San Francisco, CA, United States
Bachelor of Arts: Minor: Education San Francisco State University Downtown Campus San Francisco, CA, United States
Activities and Honors
  • Member of Theatre Arts Club
  • Social Media Coordinator