Chelsea Nicole Drazilov
Ajax,ON
Summary
Motivated Help Desk Analyst with experience of success providing technical support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Program Educator
Trent Child Care
Peterborough, Ontario
09.2023 - Current
- Provided before and after school care for children ages 5-12 in groups of 15 to 35
- Responsible for program planning, material procurement, activity setup, meal provision, and individualized learning plans
- Facilitated bi-weekly meetings with behavioural specialists to strategize classroom management
- Conducted daily meetings with parents to discuss children’s progress.
Remote Customer Service/ Helpdesk Representative
Western University
London, Ontario
09.2020 - 07.2021
- Provided front-line customer service and information within Student Central, ensuring prompt and accurate responses to general inquiries via chat and email.
- Effectively communicated policies and procedures related to admissions, recruitment, student records, programs, course registration, OSAP, financial assistance, scholarships, tuition, fees, exams, and graduation to students and stakeholders.
- Established and maintained close working relationships with various departments within the Office of the Registrar to facilitate effective communication, clarify procedures, and ensure appropriate referrals and general problem-solving.
- Contributed to the efficient operation of Student Central by assisting with course registration processes and ensuring accuracy in student records management.
- Demonstrated strong interpersonal and communication skills to effectively address student concerns, resolve issues, and provide guidance on academic and administrative matters.
- Collaborated with colleagues to identify opportunities for process improvements and enhanced customer service delivery within Student Central.
- Maintained up-to-date knowledge of university policies, procedures, and services to provide accurate information and support to students and stakeholders.
- Managed multiple inquiries simultaneously, prioritizing tasks to meet service level agreements and ensure timely responses to student inquiries.
- Acted as a liaison between students and various university departments, facilitating smooth communication and resolution of issues related to academic and administrative services.
- Supported the recruitment and retention efforts of the university by promoting its programs, services, and opportunities to prospective and current students.
ONECARD Assistant
Western University
London, Ontario
09.2020 - 12.2020
- Distributed, printed and organized replacement identification cards for students.
Camp Counsellor
Town of Ajax
Ajax, Ontario
06.2020 - 08.2020
- Planned programs and activities, supervised up to 20 children, and ensured adherence to Covid 19 protocols and guidelines during camp.
Bakery Department
Sobey’s Grocery Store
Ajax, Ontario
09.2018 - 08.2019
- Prepared and baked food items, maintenance displays, placed orders, customer service and closing duties.
Part-Time
Reitmans
Ajax, Ontario
05.2017 - 01.2019
- Retail sales, cash returns, customer service, merchandising and store maintenance.
Program Educator
Compass Early Learning and Care
Peterborough, Ontario
- Provided care for children ages 3-7, in groups of 15 to 20
- Oversaw program planning, material acquisition, activity setup, meal provision, and individualized learning plans
- Conducted bi-weekly meetings with behavioural specialists for classroom strategy development
- Held daily meetings with parents to review their child’s progress.
Full-time Staff
Vandermeer Nursery & Garden Centre
Ajax, Ontario
- Engaged in retail sales, customer service, cleaning duties, organized displays and products, opening and closing duties.
Education
BA Major in English Literature, Minor in Psychology -
Western University
Skills
- Attention To Detail
- Problem-Solving Skills
- Customer Service Training
- Documentation And Recordkeeping
- Multitasking And Organization
- Financial Records Oversight
Certification
- First Aid & CPR/AED Level C - Canadian Red Cross (2024)
- Accessibility for Disabilities Certification - The Ontario Human Rights Commission (2023)
- High-Five Certification (Principles of Healthy Child Development) - Parks and Recreation Ontario (2021)
Volunteer Experience
- Chemong Public School, Assistant Teacher, Peterborough, Ontario, 04/2022 - 06/2022, Assisted in a 3rd grade classroom., Created and delivered lesson plans, developed Individualized Learning plans for students., Worked with students in small group settings to teach new math and language material.
- Chemong Public School, EQAO Volunteer, Peterborough, Ontario, 04/25/2022 - 04/29/2022, Assisted students and teachers during the 2022 EQAO assessment period., Provided technological support, gathered resources for students, and scribed for students with physical disabilities.
- Blyth Academy, Assistant Teacher, Whitby, Ontario, 01/2019 - 06/2019, Aided in creating and delivering lesson plans to align with Ontario’s history curriculum., Worked with students in small group settings to provide homework help and review class material and concepts.
References
- Anna Boutler, aboutler@compasselc.com, 705-768-9942
- Diane Young, diane_young@kprdsb.ca, 705-750-8865
- Tammy Puckrin, purchasing@vandermeernursery.com, 905-441-1388
Timeline
Program Educator
Trent Child Care
09.2023 - Current
Remote Customer Service/ Helpdesk Representative
Western University
09.2020 - 07.2021
ONECARD Assistant
Western University
09.2020 - 12.2020
Camp Counsellor
Town of Ajax
06.2020 - 08.2020
Bakery Department
Sobey’s Grocery Store
09.2018 - 08.2019
Part-Time
Reitmans
05.2017 - 01.2019
Program Educator
Compass Early Learning and Care
Full-time Staff
Vandermeer Nursery & Garden Centre
BA Major in English Literature, Minor in Psychology -
Western University
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