Alicola Lawrence
York,ON
Summary
Technology-oriented individual with attention to detail and a commitment to providing a high level of service and support to clients. A confident Support Specialist with expertise in rectifying issues while installing applications both remotely and at client sites.
Overview
16
16
years of professional experience
Work History
Operations and Payroll Coordinator
Toronto Community Housing Corporation, TCHC
Toronto, ON
09.2020 - Current
- Prepared variety of different written communications, reports and documents for staff and tenants.
- Utilizes computer systems such as Yardi, 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 prepares a variety of correspondence
- Maintains effective electronic and manual record keeping system for business practices
- Assists in implementing Toronto Community Housing Corporation’s Community Management Plan (CMP) initiatives to create and manage a healthy organization.
- Acted as professional liaison between tenants and personnel in management office.
- Processed rent collection invoices, billing and other charges in accordance with tenant lease agreements.
- Managed payroll data entry and processing for 150 employees to comply with predetermined company guidelines.
- Supported finance department payroll administration while monitoring reportable hours of 150 full-time employees.
Customer Support Analyst
PointClickCare
Mississauga, ON
03.2019 - Current
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring support to client needs.
- Configured, and handled troubleshooting tasks for variety of different applications.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Helped streamline repair processes and update procedures for support action consistency.
- Wrote training articles for new employees and customers using RightAnswers software.
Coordinator Customer Support
City of Toronto
Toronto, ON
03.2017 - 04.2019
- 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.
- Applied customer-driven approach when handling incoming calls, e-mails and faxes for service issues, pricing and warranties.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Completed and updated residential and commercial utility records for over 300 district customers.
- Answered phones, faxes and emails regarding official city utility services.
Financial Services Representative
TD Canada Trust
Markham, ON
01.2016 - 01.2019
- 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 with clients to develop financial planning strategies and solutions through evaluation of finances.
- Worked actively with data driven financial and client systems in a computerized environment by handling both internal financial aspects and external client management.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Workforce Planning Analyst
Reliance Home Comfort
Cambridge, ON
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.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall service call completion rate by utilizing the technicians skills and matching them to service calls based expertise.
Customer Service Supervisor
Reliance Home Comfort
Toronto, ON
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.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Dealer Support Specialist
Rogers Distribution Support Group – Rogers Wireless
Toronto, ON
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.
Education
BBA - Project Management
Yorkville University
Toronto, ON2018
Associate of Arts - Advertising - Marketing Communications
Humber College
Toronto, ON2016
Skills
- IT Skills: Proficient in
- Account Administration
- Administering Payroll
- Staff Training
- Tracking and Documentation
- Critical Thinking
- Microsoft Windows and Office
- Service Schedule Coordination
- Requirements Specifications
- Systems Analysis
- Complex Issues Management
- Reading Comprehension
- Collaborative Team Player
- Issue and Resolution Tracking
- Billing Procedures
- Information Updates
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Know the true value of time; snatch, seize, and enjoy every moment of it. No idleness, no laziness, no procrastination: never put off till to-morrow what you can do to-day.
Philip Dormer Stanhope, Lord Chesterfield
Timeline
Operations and Payroll Coordinator
Toronto Community Housing Corporation, TCHC
09.2020 - Current
Customer Support Analyst
PointClickCare
03.2019 - Current
Coordinator Customer Support
City of Toronto
03.2017 - 04.2019
Financial Services Representative
TD Canada Trust
01.2016 - 01.2019
Workforce Planning Analyst
Reliance Home Comfort
01.2015 - 01.2016
Customer Service Supervisor
Reliance Home Comfort
01.2013 - 01.2015
Dealer Support Specialist
Rogers Distribution Support Group – Rogers Wireless
01.2011 - 01.2014
BBA - Project Management
Yorkville University
Associate of Arts - Advertising - Marketing Communications
Humber College
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