OBJECTIVE:I am looking for meaningful and challenging employment that will include opportunities for advancement.
EMPLOYMENT AND LEADERSHIPMarch 2007 to Present- Commercial Sales Support for Pitney Bowes: Pitney Bowes sells, leases and rents software, copier, fax, mailing and similar machines: anything to do with facilitating business communications. We have sales branches in Regina and Saskatoon, Saskatchewan as well as service technicians in those cities and Yorkton, North Battleford, Prince Albert.
My position covers sales support and administrative duties. I also have specially assigned clients to work out billing issues (DANKA and Pitney Bowes merged in 2006; until recently there were issues communicating with PB billing and what became 3rd Party billing) such as CAMECO, SaskEnergy and Saskatchewan Property Management.
- I am the liaison between the billing parties and escalated the issues to the correct departments to effect resolution and understanding.
- Continuously familiarizing myself/offered training on various systems and procedures so I can offer coaching to assist reps with their sales and orders.
- Receive and deal with several customer care issues that were faxed in, mailed in, phoned directly to me or referred to me by my sales representatives.
- Look after tracking orders and ordering demonstrative equipment to be sent to customers.
2004 to 2007: StarTek Canada Services Ltd. Solutions Team Representative: Preferred working in the Resolutions Department because:
- more immediate assistance I could give to CSRs
- enjoyed researching and investigating to find out best possible solution for the customer or representative
- working as individual and with my team to best come up with solutions for customer issues
Duties include:
- creation and implementation of uptraining and job aides
- gathering information into various systems such as recording customer concerns into the Ownership Tracker and coding in ESP
- tracking customer and CSR calls; noting missing or incorrect information by filing IMC forums
learning new billing systems and adapting to all changes in policy and procedure
- taking escalations; offering immediate assistance while on the floor as a redhat
- calling various departments to find out information to assist CSRs and customers until we could get an answer to unsolved questions or issues.
2003 to 2004: StarTek Canada Services Ltd.Quality Assurance Specialist for AT&T Wireless/Cingular Wireless.
- communicating and calibrating weekly/daily via emails, desk drops, posters, as well as scheduled meetings with assigned teams, consisting of a Team Supervisor and twenty Customer Care Reps
- several meetings weekly: included regular dialogue within our own QA department, Vendor Manager, site Management, our own Supervisor and Quality Manager. Tasks vary greatly from week to week, generally consisting of monitoring 80 or more calls, 30 minute meetings to make sure care reps are following policy and procedure, coaching notes on assessment forms, weekly progress reports and creating materials for learning and incentives.
April to October 2003: StarTek Canada Services Ltd.
Customer Care Representative for AT&T Wireless (inbound call centre).
- technical assistance
- proactively upselling various rate plans, features, promotion or equipment to suit customers’ needs and to continue their service with the company
- determining proper course of action depending on the issue and knowing which department to transfer to
- de-escalating situations by providing valuable solutions and positive professional interaction while at the same time balancing company policies and procedures
- listened to and utilized feedback and coaching from our Team Supervisor and Quality Department.
Teaching and Instructor Experience:Duties for all teaching included
- implementing curriculum and day planning provided by teacher’s I was substituting for
- making my own lesson plans and apply them in a classroom setting
- supervising and classroom management; some improvising in lesson planning
- ability to communicate with students, teachers and parents
Fall 2001 - Spring 2002; Fall 2000 – Spring 2001: Substitute Teacher for Regina Catholic Schools. K-12
Spring and Fall 1999 – Spring 2000: Substitute Teacher for Regina Catholic Schools, Regina East, Buffalo Plains and Indian Head School Divisions. K-12
April to June 2001: Lakeview Gardens Greenhouse employee
1997 – 1998: Grace Community School (private school): infants, toddlers, preschool, K-3. Duties included looking after infant, toddler, preschool care and teaching grades K-3.
1989-1996; 1999-2001: Regina Summer Fun Spot Program – summer program for children.
2002 Summer Teen Program for the City of Regina.
January to March 2003: Trainee for Assistant Supervisor at Shopper’s Drug Mart
October 2002 to January 2003: Cashier at Extra Foods
April to August 2002: Floral Acres Greenhouse employee
2002: Freelance Cartoons bought by GraiNEWS (grain news)
January 1993 to June 1994 full-time; September 1994 to June 1995 part-time: Childcare/Nanny for single parent and three children.
CERTIFICATESStarTek Canada Services Ltd. Certificates:
Train the Trainer – key points of adult education, presentations to demonstrate comprehension (Jan 2005); Customer Care Representative Course – “ramp-up” training involved written tests and then being put immediately on the floor taking incoming calls for AT&T Wireless customers, crash-course style (June 2003).
Crisis Prevention Institute, Inc. (USA):
Through the Boys and Girls Club of America: Completed 6 hour course for Nonviolent Crisis Intervention; related to de-escalation, holds and other ways of handling verbal or physical attacks (mostly from troubled or high-risk youths and adolescents).
Coastal Recovery Centers, Inc. (USA):
Completed 4 hours of HIV/AIDS Training: information & education explaining how HIV/AIDS is spread, prevention.
University of Regina Extension Course:
Graphic Design Workshop I & II with Martin Castle: interactive lecture and some demonstration with fonts, presentations, brochures, logos and promotional ideas and networking ideas.
City of Regina Play Leadership Course:One week course on developing ideas and strategies for keeping children active, healthy and safe; (classroom) management; First Aid.
4 Certificates for Saskatchewan Summer School of the Arts:Participated in two week courses, taken by a variety of children and youth for various arts in the Fort Qu’Appelle area of Fort San,1985-1988. My certificate was based on enrichment of visual arts.
McGuigan High School Grade 12:Received Certificate of Excellence in Art, 1987-1988: painted murals and was commissioned for art, as well as had high school art displayed at the Regina Exhibition and art galleries such as the Mackenzie Art Gallery.
VOLUNTEER/COMMUNITY EXPERIENCE
March 25,1997: Organized a workshop with Saskatchewan Organization for Heritage Languages for elementary school instructors of extracurricular language studies with Arts Education Students and Faculty. Gave examples of how they could use art to create meaningful and long-lasting learning of a second language.
Spring 1998 - Spring 1999: Arts and Crafts Director for the Boys and Girls Club of North Port, FL, USA. Part-time during school year (after school program); full time in the summer for 12 weeks. K-12. Planned and painted a room-size mural for the Junior Playroom; Helped teen program make their own newsletter; held a contest and made a booklet with contributions from the children and youth: main theme was anti-drug and anti-smoking campaign).
January to May 1997 as well as Fall of 1996: Head Editor of a school newspaper for my term as a student-teacher at MacNeill Elementary School. After finishing term as an intern I co-ordinated the school newspaper, by involving several Arts Education Students & Journalist Students such as Kim McNairn.
1987 - 1990 Cartooning, Drawing and Crafts Instructor
Instructed art classes for various Regina community associations: Whitmore Park Community Association, Glencairn Community Association, Saskatchewan Organization for Heritage Languages, YMCA, North West Community Association, East Central Community Association, St. Matthew Elementary School for Kids' Conference, Canadian Association for Bright Children.
PUBLICATION QUERY: The Journal of the Saskatchewan Reading Counsel
Volume 27, Number 2; Winter 1997, pages 25-29
A description and guidelines for starting a school or classroom newspaper; recommends using the newspaper as a vehicle for children to communicate stories, poetry and art to other classrooms, schools or communities.
ATTRIBUTES Strong language skills: reading, writing and verbal.
Cheerful and energetic
Strong work ethic
Willingness to learn
Skills required: high adaptability, problem-solving skills, and “thinking outside the box”
-- A rare picture of the elusive Melody at the Pump for Laverne's birthday.
-- Uh oh, Larry, what'd you slip in that girl's drink?
- Laverne, the birthday girl!
-- Suddenly, there's a flurry of cutlery...
-- Everyone looks so good, you could just eat em up! Larry's going for a salt.
-- Boston Pizza: Leah, Carla and me (Holly); David's birthday.
-- Dale and Leah.
-- David & Keith: "Blick"
-- Um... David and Keith... Reinacting an out-take scene from Brokeback Mountain.
-- Keith at our house.
-- Da girls!! The Broken Rack: Chelsey's birthday. Chelsey, Laverne and me.
-- Larry's planning to hit us over the head with his beer... Well maybe after he's finished drinking it.
Chelsey, the Birthday Girl and her sweetheart, Brett.
-- Awwww! Big bear hugs after big beer mugs! LOL Or is she just trying to keep him from falling over? LOL
-- What's Larry up to NOW?!
-- The Broken Rack: Chelsey, the birthday girl!! No Chelsey, I think you're older than ten years... C'mon now...
-- Laverne and Tara.
-- Oh no, not those cameras again!
-- Hmmm, Sambuca...
-- Claudia and the beer trolls! 
-- Tara, International Woman of Mystery.
-- Larry... Um... Local... Um... Pool Champion?? Well, at least he is when I'm not on his team. 
-- Keep a civil tongue in your head! 
-- Who needs silicon when a good balloon would do? 
-- Some of us are more baked than others!
-- Get on with the show, this is iiiit! LOL
-- Mike, Tara's roomie...
-- Chris, Mike, David and Cathie (clockwise from top)...
-- Have another beer David! Or perhaps some more jello shooters? Maybe a smidgen more fruit soaked in Vodka?
-- David makes a daring rescue. 
-- Chris keeps the home fires burning. 
-- One of several disposable cameras... And a slightly indisposed me. 
-- Keep a civil tongue in your head! 
-- Who needs silicon when a good balloon would do? 
-- Some of us are more baked than others!
-- Get on with the show, this is iiiit! LOL
-- Mike, Tara's roomie...
-- Chris, Mike, David and Cathie (clockwise from top)...
-- Have another beer David! Or perhaps some more jello shooters? Maybe a smidgen more fruit soaked in Vodka?
-- David makes a daring rescue. 
-- Chris keeps the home fires burning. 
-- One of several disposable cameras... And a slightly indisposed me. 
-- Chris choppin' wood for the BBQ at our house. 
-- On the upswing!
-- Larry & Tara hangin' out, while David whisks around a dangerous frisbee just inches from their heads!!
-- Marg & Jim keepin' cool in the shade with buddies Larry & Tara.
-- Cathie and one of her daughters: PLEASE! No Paparazzi!
-- Stewing in their own juices.
-- Ah, a day finally done! And we've got the nice dark shade of pink to show for it! 
-- Father's Day...
-- Get it, Snifter!
-- Mother's Day
-- Springtime at the Cunningham's (backyard).
-- Ah, straight hair! Sometimes ya just have to iron out the kinks. David loves it!
-- Goofin' around with our new digital camera... LOL
-- Chris and Mom at David's birthday...
-- A friend of the family with mom at Easter.
-- She's pretty spry: walks every day!
