Alicola Lawrence
York,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
20
20
years of post-secondary education
Work History
Clerk 2 CSU
Toronto Community Housing
Toronto, ON
09.2022 - Current
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Managed payroll data entry and processing for 30 employees to comply with predetermined company guidelines.
- Scheduled office meetings and client appointments for staff teams.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Create hard copy files for work orders and jobs that require documentation of material/project information filed.
- Prepare close-out documents including maintenance manuals, warranties, sign offs…..etc for jobs completed.
- Track vendor cost by entering invoices related to specific job into computerized database, filing system and reconciling batches.
- Prepare and order courier packages for pick-up and delivery.
Prepare financial reports, vendor and customer files. - Prepare documentation for meetings, progress site meetings, site inspection meetings, job closings and warranties.
- Assist with Special Constable background and reference checks
Operating Unit Clerk
Toronto Community Housing
01.2020 - 09.2022
- Process rent payments for incoming customers, batches for bank deposits, promote and administer pre-authorized rental payments and tenant, short term and non-tenant parking systems
- Place rental arrears calls to tenant and a document arrangement made for the Tenant Service Coordinator
- Utilize computer systems such as HOMES, HMS/TMS, TAWL, Portfolio Database, Electronic Mail, Intranet, EasyTrac, Web based Time entry System (WTES) as essential job tools to input information, generate reports and prepare a variety of correspondence
- Reconciles Purchase Cards as required
- Create various spreadsheets and documents using Microsoft Excel and Microsoft Project
- Provide recommendations to the Operating Unit Office and Building Team on how to effectively reduce the number of customer service issues
- Provides support, training and direction to clerical support staff
- Maintain booking schedule for office meeting room and attend meetings, prepares minutes and agendas when required
- Maintain an effective electronic and manual record keeping system for business practices including: Workplace injury forms, vacation schedules, tenant files, attendance, accounts payable documents, HSA documents and legal documents
- Prepares and manages staff payroll on bi-weekly basis utilizing Ceridian
- Train new Operating Unit Clerks on complete job functions
- Order office supplies, and process incoming and outgoing mail.
Solutions Analyst
PointClickCare
Toronto, ON
01.2019 - Current
- Implemented corrective actions to fix root causes of various issues.
- Improved project completion time, utilizing multiple painting materials and processes.
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Led projects and analyzed data to identify opportunities for improvement.
- Resolved or escalated problem tickets to resolve user issues.
- Enhanced interfaces to promote better functionality for users.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
Customer Service Representative
311 Contact Centre
01.2018 - 01.2019
- Answered inquiries from Toronto residents regarding essential services including city services and by-laws enforcement through effective communication
- Handled customer queries, complaints, and escalations in an appropriate manner while taking proper decisions during times of dilemma without any supervision
- Managed operational activities on a regular basis by directing customer requests to the correct division and establishing reliable relationships with them.
Financial Services Representative
TD Canada Trust
01.2016 - 01.2019
- Provided telephone banking services for customers calling in by effectively communicating the banking services offered and resolving their problems
- Facilitated day-to-day banking procedures for customers such as opening new customer accounts including chequing, savings, and lines of credit and initiating cross border transfers
- Worked actively with data driven financial and client systems in a computerized environment by handling both internal financial aspects and external client management.
Workforce Planning Analyst
Reliance Home Comfort
01.2015 - 01.2016
- Monitored reports on daily and future workload capacity to ensure that department-wide work was always delivered in a timely and accurate manner
- Conducted forecasts based on the external environment by reviewing and analyzing real time environmental impacts that occurred in various geographies and locations
- Aided and handled the technical aspects by adjusting technician demand and reacting accordingly based on the current situation and relevant factors.
Client Service Specialist
01.2015 - 01.2016
- Helped clients for various activities including processing new and existing client loans and auditing new ones to system cheques, providing them with a seamless experience
- Brought in new leads for the company through promotion of new products to potential clients and cross selling services to the existing customers
- Audited teller transactions from the previous day to ensure that each teller followed compliance guidelines accurately and there were no discrepancies in information.
Supervisor
Reliance Home Comfort
01.2013 - 01.2015
- Gave support for up to 60 agents in a single shift by resolving their queries through implementation of effective communication and interpersonal skills
- Performed Quality Assurance (QA) techniques that included attending calls, listening attentively, and providing feedback on metrics to agents
- Monitored service levels using computer software such as Avaya CMS Supervisor to warrant that there was no compromise in provision of customer services and underlying problems were resolved immediately.
Rogers Distribution Support Group – Rogers Wireless
01.2011 - 01.2014
- Used methods related to administrative systems in order to provide optimum customer service support and resolved any underlying operational setbacks
- Maintained records of management data, forms, and information in an appropriate and timely manner to warrant retrieval of required data promptly without facing any problems
- Interacted and communicated with employees of all levels and built a robust network of communication and employed superior team cooperation skills.
Administrative Assistant
Central Domestic Elite Immigration
01.2008 - 01.2011
- Responded to clients’ requests for various information diplomatically and sensibly and assisted them in a helpful manner whenever required
- Communicated relevant parts of legislations to interested clients in an effective manner by interpreting and simplifying the data, making it easier for them to decipher
- Served as liaison between the supervisor and staff members and typed fundamental reports by acquiring information from a plethora of sources.
Education
Bachelor of Arts - Business Administration Project Management
Yorkville University
Toronto, ON 09.2016 - 05.2019
Associate of Arts - Advertising - Marketing Communications
Humber College
Toronto, ON 09.2012 - 09.2014
No Degree - The New, Simplified World of Rent Geared To Income
ONPHA
05.2001 - 05.2016
Skills
File and database management
Mail processing
Administrative support
Scheduling
Resolving discrepancies
Maintaining employee records
Financial software
Investigating discrepancies
Analytical and Critical Thinking
Timeline
Clerk 2 CSU
Toronto Community Housing
09.2022 - Current
Operating Unit Clerk
Toronto Community Housing
01.2020 - 09.2022
Solutions Analyst
PointClickCare
01.2019 - Current
Customer Service Representative
311 Contact Centre
01.2018 - 01.2019
Bachelor of Arts - Business Administration Project Management
Yorkville University
09.2016 - 05.2019
Financial Services Representative
TD Canada Trust
01.2016 - 01.2019
Workforce Planning Analyst
Reliance Home Comfort
01.2015 - 01.2016
Client Service Specialist
01.2015 - 01.2016
Supervisor
Reliance Home Comfort
01.2013 - 01.2015
Associate of Arts - Advertising - Marketing Communications
Humber College
09.2012 - 09.2014
Rogers Distribution Support Group – Rogers Wireless
01.2011 - 01.2014
Administrative Assistant
Central Domestic Elite Immigration
01.2008 - 01.2011
No Degree - The New, Simplified World of Rent Geared To Income
ONPHA
05.2001 - 05.2016