Mediation, Negotiation, Life Coaching and Conflict Resolution
20 years experience of conflict resolution and communication skills through management and customer service.
EDUCATION:
Conflict Resolution Certificate program January 2014-June 2015
Mount Royal University, Calgary, AB
Bachelor of Arts: General Religion and Culture Program. September 2000-April 2006
Wilfrid Laurier University, Waterloo, ON
WORK EXPERIENCE:
Owner January 2015-Present
Rebuilding Relationships Mediation
Assisting people to talk through disputes to come to an agreement that works for all involved.
- Offer services such as Mediation, Negotiation, and Conflict Coaching.
- Services provided for Businesses, Families, and Personal Relationships.
- Working with alternative communities such as, but not limited to, LGBT2QQISA, Poly/Swinger/Open Relationships, D/S and Kink Communities.
- Life Coaching to help people reach a higher level of fulfillment
- Consultation for small businesses to grow their employee training programs
Customer Service Supervisor
Merchant Treasury Services
March 2012-Nov 2017
Worked from a member of the Customer Service Team to the Customer Service Supervisor in just over 2 months. Managed a team of up to 5 staff, with constant changes in client and processing systems.
Was promoted quickly to a supervisor position to organize the processing.
- Responsible for delegating daily, weekly and monthly duties.
- Contacting clients for their updated information in time for their processing.
- Ensuring all duties are completed by due dates of daily, weekly or monthly
- Managed customer service issues with follow up calls to ensure customer satisfaction
- Completed call reviews to ensure a high standard of customer service and client satisfaction were met.
- Working with ever changing software, new systems and converting clients to better their work-flow.
Branch Manager
National Money Mart
March 2010-March 2012
Worked from Assistant Manager to Manager in 7 months. Managed a team of up to 6 people, hired, trained, and coached employees, including CSRs and Branch Managers in the Calgary south district.
Trained 2 Branch managers, 6 CSRs, and helped in the recruitment process of over 30 employees for other branches.
- Completed staff schedules, payroll and bonus submission.
- Motivated and coached staff on a group and one-on-one basis for them to grow within their positions and to meet store sales targets.
- Ensured employees were comfortable with new products, policies and promotions.
- Tracked and reported sales, including revenue, debt, collections %’s, monthly and quarterly pnl’s,
- Managed collection of outstanding funds following provincial and federal regulations, bringing collection numbers to an average of 80-90%
- Ensured daily balancing of all monies, including multiple cash drawers, safe, foreign currencies, credit cards etc. sometimes through searching paperwork to find outages and correct.
- Completed the management development program which teaches detail into security, debt management, risk assessment, coaching, performance management, customer service, salesmanship etc.
- Conflict resolution with customers, ensuring outstanding customer service, having received 100% on mystery shops.
Branch Manager
Discount Car and Truck Rentals
January 2007 - November 2009
Managed a team of up to 5 and interviewed, hired, trained and coached employees from Service Attendants to Branch Managers.
Trained 3 Branch Managers on daily activities, and policy and procedures
- Assisted Area Managers to ensure they met the company’s customer service standards and overall target revenue
- Motivated and coached staff on a group and one-on-one basis for them to grow within their positions and to meet store targets.
- Ensured employees were comfortable with new products, policies and promotions.
- Completed staff schedule, payroll and bonus submission
- Tracked and reported sales reports, such as revenue targets and monthly profit and loss, on a daily and monthly basis using MS Word
- Cold called local businesses to arrange Service Level Agreements, SLAs
- Maintained and built already in place business relationships
- Was hired into Discount Car and Truck Rentals’ 2 year Manager in Training Program and advanced through the program within 14 months.
Student Manager
Wilfrid Laurier Students Union
November 2000 - April 2006
Worked for Wilfrid Laurier Students Union which managed several student run restaurant businesses within the University. I worked my way from Crew Member to Assistant Manager where I was placed in newly acquired restaurants to smooth transition and train new management.
Prepared set weekly schedules for 40+ employees, as well as rotating weekend
- Completed payroll for each business on a bi-weekly basis.
- Completed daily cash outs and deposits.
- Set and placed orders on a weekly basis, food and coin orders.
- Assisted to create budgets, par lists, and procedure manuals
- Completed inventory, revenue summaries and invoice tracking for each business on a weekly basis.
- Co-ran training for incoming staff and ongoing throughout year, including WHMIS, health and safety, policy and procedures.
- Helped maintain communication between a management team of eleven Student Managers and three full time staff.
- Completed interviews and hiring, as well as took care of disciplinary measures, while managing peers.
VOLUNTEER EXPERIENCE:
Caretaking (weekly/bi-weekly care of twin babies) July 2015-Present
Fairy Tales Film Festival Photographer 2015/2016/2017
PMAST-Peer Mediation Alternative Solutions Training 2015
Outlink Glitter Gala 2015
Mediation Practice Sessions 2014-2015
Fairy Tales Carnivale 2012
Fake Mustache 2011-2014
Trans Equality Society of Alberta-Treasurer 2012-2013
Westside Kings Church-Ushering 2012
Feed the Hungry 2011-2012
Staff Committee 2003-2004
Peer Help Line worker 2000-2001