Manager Customer Support

Kathy Gruszecki

acxvut@r.postjobfree.com

Phone: 204-***-****

OBJECTIVE:

To work in public relations, specializing in event organization or promotion, communication or marketing.

HIGHLIGHTS:

Exceptional oral and written communication and presentation skills; Ability to allocate time efficiently and manage deadlines; Ability to prioritize projects; Ability to use initiative and self managing skills; Ability to work with minimal direction or supervision; Ability to use effective problem solving skills; Detail oriented and accurate; Exceptional organizational skills; Experience with emerging communications (Social Media)

COMPUTER SKILLS:

Microsoft Office - Microsoft Word, Excel, Power Point, Outlook, Lotus Notes, Access, EDS, Publisher, Adobe – PDF, and Data Entry.

EDUCATION/AWARDS:

McGill University; Public Relations Management Certificate

WORK EXPERIENCE:

October 2012 to March 2016 - Pat Porter Active Living Centre (Serving Seniors, Inc.) – Program Coordinator

Overseeing all aspects of program development and delivery

Serve as the program manager on various projects, including the planning, development and execution of all programing

Coordinate a team of internal staff members and external volunteers

Responsible for effective planning and coordination of events, programs and services

Develop, coordinate and evaluate new programs, activities and services

Evaluate and modify existing programs, activities and services

Supervise program volunteers

Senior center opening/closing responsibilities

Special event support as needed

Participate in opportunities to increase community awareness of Center’s program offerings

Oversight of all marketing materials, website updates and social media

Monthly newsletters for the centre as well as other community newsletters

Create, modify and oversee marketing materials including fliers

Plan and promote the program in community giving presentations and advertising by various means for seniors and volunteers

Rental liaison, complete and track all rental contracts and payments

Centre scheduling of events and rentals

Train volunteers

March 2009 to October 2012 - ROYAL BANK OF CANADA (Western Canada Contact Center) Sales and Service Representative (SSG-Level 1)

First point of client contact for Sales and Service Inquiries

Representative escalations - full time support

Problem resolution

Critical thinking

Accessing multiple applications to assist clients with complex calls and client inquiries

Leveraging personal service partners in order to provide consistent clear information to client service representatives RBC-wide

Procedural updates

Providing concise feedback

Compiling information

On-the-fly coaching for representatives around problem resolution

Knowledgeable point of contact for peers

Accountable for maintaining strong solution results

July 2006 to March 2009 Time/QSP/Readers Digest On-Line Customer Support / Public Relations / Marketing

Customer complaints and escalations

Web help, on-line support

Customer support, management support

Preparing Press Releases

Creation of training manuals

Senior Customer Support Agent

Project Manager on 3 of 5 projects and senior support on other 2

Training employees

July 2000 - Jan 2001 Phat Bandits Productions Public Relations Manager

Booked artists and venues

Obtained artist work permits

Contracted lighting, sound and medical companies

Advertising and creation of promotional material

Volunteer Coordinator

Creation and distribution of Media Releases

Managed third party suppliers/agencies

Contract - June 05 Hirst Communications Public Relations Assistant

Media Liaison for promotion of the Choeur des Enfants de Montreal Gala Benefit Concert

Jan 2000 - June 2005 G M S / N I C Quality Control Supervisor / Administration

Supervision of employees

Organization and control of statistics

Extensive knowledge of internal office programs

Verification, data, order entry, shipping and receiving of product orders

Accounts Payable

AWARDS AND CERTIFICATES

Verification Officer of the Year – 2002 (NIC/GMS)

Excellence Award -2006 / Certificate of Appreciation – 2006 / Most Valuable Team Player – Operation – 2007 (all from QSP /eFundraising

Manitoba Health Food Handler Training Certificate – 2016

Canadian Red Cross – CPR/AED Level C – 2015

VOLUNTEER WORK:

August 2015 – Connect Festival – Moose Jaw, Saskatchewan

Worked at the front gate, helped decoration crew build sets and make decorations, clean up and tear down.

January – June 2014 and 2015 – Steinbach M.S. Walk – Steinbach, MB

Co – Cordinated the Steinbach M.S. Walk – oversaw publicity, advertising, donations, volunteers, and set-up and take-down the day of the event.

June 2009 Habitat for Humanity - Winnipeg

Helped build a house for a deserving family

February 2008 – August 2008 Shazamfest

Public Relations Coordinator, promotional assistance, obtaining sponsors, booking artists

July 2004 - July 2007 Montreal Highland Games

Promotional assistance, ticket vendor

July 2004 - 2006 Montreal International Reggae Festival

Promotional assistance, volunteer liaison, organization of volunteer staff

Jan 2000 - June 2005 G M S/ N I C Social Committee

Preparation and planning of corporate social events such as annual Christmas party

March - May 1997 Multiple Sclerosis Society of Canada

Prepared for the M.S. Walk, organized volunteer staff and mailed out information packages, prepared for the donor appreciation festivities

July - Sept 1996 AIDS Regina

Answering phones, organizing pamphlets, direct mail campaign, getting kiosks ready and sending out information packages

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