Brooke Clugston

• Training and onboarding new hires in painting, staining, and pressure washing procedures. Assisting in recruiting and hiring of team members.
• Overseeing day-to-day operations of crews across multiple sites.
• Providing direction and guidance to internal teams in order to achieve targets.
• Identifying customer needs and negotiating and closing profitable projects.

• Managed high-volume digital case and transaction workflows (up to 275 cases weekly), ensuring accurate documentation and adherence to structured processing procedures.
• Processed and reconciled transaction-related data using batch workflows, maintaining data integrity, proper formatting, and timely resolution of each case.
• Utilized Excel and multiple internal systems to validate, track, and analyze customer and transaction data for operational reporting and accuracy.
• Investigated and resolved transaction discrepancies and customer issues, escalating complex cases while maintaining end-to-end ownership.
• Supported exception-based workflows through shared inbox management, ensuring timely handling of flagged operational issues.
• Applied product and policy knowledge to deliver accurate resolutions and improve first-contact resolution rates.
• Maintained strong performance in a metrics-driven environment, consistently meeting or exceeding KPIs for accuracy, productivity, and response time.
• Identified recurring trends in case data and contributed to process improvements and workflow efficiency.

• Volunteer role
• Developing and assisting with evidence-based recommendations to strengthen community engagement and enhance service accessibility.
• Creating a variety of educational materials and courses based on current and important research in mental health care for practicing therapists.
• Developing research proposals and updating and improving current materials.
• Developed accessible IFHP resource guides and supported clients in navigating their insurance rights by collaborating with service providers and support workers to access covered health services and resolve coverage issues while flagging trends.
• Collaborated with partner organizations to advance research projects and support community initiatives.

• Managing a large flow of electors within a voting location while complying with Elections Ontario standards.
• Casting ballots, generating, counting, and submitting results following official procedures.

• Managed end-to-end cash operations including deposits, cash orders, float control, safe balancing, till reconciliation, and daily cash flow handling.
• Maintained strict compliance with AGCO regulations and legal operational standards across all daily business functions.
• Reconciled daily financial activity, resolving discrepancies and ensuring accurate end-of-day balances and reporting.
• Maintained POS transaction accuracy by correcting errors and ensuring data integrity across financial records.
• Performed end-of-day balancing and variance analysis to align physical cash with system records.
• Implemented and reinforced operational procedures and compliance standards to improve accuracy and consistency.
• Planned and communicated daily operational goals and workflows to support store efficiency and performance.
• Produced and presented reports, conducted asset protection checks, and completed administrative tasks using Microsoft Office tools.
• Trained and scheduled staff, delegated responsibilities, and supported overall team operations.
• Managed customer service processes including loyalty program support, account issue resolution, and internal ticket tracking.
• Contributed to performance and efficiency improvements through collaboration and in-store initiatives; selected for promotion to Manager based on performance (role ended due to temporary medical leave, now resolved).

• Generating new business as a door-to-door sales representative.
• Conducting thorough client consultations and developing individualized project plans.
• Responsible for crew task administration during projects.
• Completing interior & exterior painting & staining projects within budgeted hours, resulting in satisfied customers and positive feedback.
• Effectively handling customer concerns by offering solutions until resolution.
• Establishing trusting relationships with clients through consistent performance.

• Building rapport with customers, providing brand and product education, and ensuring store expectations are met.
• Effectively engaging customers by creating and managing media content and community outreach approaches.
• Responsible for managing online administrative systems.

• Managing, supervising, and training staff.
• Chosen as team lead for conflict resolution, customer satisfaction, and repairs.
• Collaborating with owners for the purpose of business operations improvement.
• Initiating and overseeing projects to improve client experiences.
• Greeting and managing thousands of customers daily and administering park orientation, safety guidelines, play instruction, assistance, and thorough supervision.
• Served as the sole lead staff member responsible for planning, organizing, and supervising camp day trips, managing all operational, safety, and participant needs independently from start to finish.
• Building loyal customer relationships.

Honour Role

Graduated with Distinction & awarded Dean's List

GPA: 4.3/4.3 (A+ average)