Dana Nasser
Calgary,AB
Summary
Creative problem solver, leader, and passionate advocate for mental wellness and human rights. Dedicated and motivated human with demonstrated strengths in customer service, human welfare, time management, and trend tracking. Superior verbal and written communicator with strong background cultivating positive relationships; proactive outreach attitude and successfully cross-train and on-board new hires.
Using knowledge and experience to create positive environments and integrate mental healthcare for all individuals.
Volunteered in research labs regarding parent-child relationships, organizational behavioural Human Resources, as well as stroke research as part of the PREVENT program. This experience has furthered understanding of the human condition.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CX Operations and Quality Specialist
SMART Technologies
06.2022 - Current
- Chairperson for Health & Safety Committee for 2 years.
- President of ToastMasters Club.
- Improved morale and mental health resource accessibility for customer support staff.
- Recommended changes based on skilled interpretation to test results against established specifications and control limits.
- Review documentation and troubleshooting processes to improve systems for employees and customers.
- Collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Verified quality control results with routine data and process audits.
- Maintained reliability of quality control data by regularly calibrating and validating.
- Analyzed quality and performance data to support operational decision-making.
- Organized file management systems to safeguard data integrity and accessibility.
- Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
Permanent Supportive Housing Case Worker
Calgary Alpha House Society
03.2021 - 04.2022
- Experience working in fast-paced, stressful environment including shelter, detox, transitional (placement based) and permanent supportive housing
- Setting clients up for success with treatment and housing applications
- Goal setting and personal development to support positive coping and other life skills enabling clients to successfully manage problems
- Collaborating with staff for joint case management decisions that facilitate reintegration of vulnerable clients into society
- Coordinated and maintained contacts with social service agencies and awareness of scope of services available to make client referrals for additional social services.
Customer Service and Sales Consultant
Inkeros
06.2020 - 03.2021
- Outbound cold calling of over 60 calls per day to prospective and current customers with over 45% conversion success
- Awarded top sales performer for Canada West for Telus services including Business Connect and Security
- Respond well to constructive feedback to increase acquisitions
- Coachable, maintained a positive attitude with a competitive personality
- Relationship and rapport building to increase client's customer base, offered holistic cross-selling solutions for merchant's business
- Leverage Salesforce to update customer needs and probability of sales.
VP External
Faculty of Arts Students Association - U of C
04.2019 - 02.2020
- Nominated and elected to represent and advocate for the Faculty of Arts
- Engaged and Promoted Sponsors and Partners
- Grant Applications,
- Financial Management and Fundraising
- Increased transparency and accountability of the association
- Implemented term summary reports for the executives.
Business Operations - Summer Student
SMART Technologies
06.2019 - 10.2019
- Searched for bid opportunities, submitted rebates, as well as inputted and updated pricing
- Adapted well to a high pace environment while working with other teams across the world; developing and sending reports as well as researching education needs and resources
- Participated in focus groups where gaps were identified to improve education outcomes for children around the world
- Experience in Salesforce, data cleanup and updating information for better data management.
Faculty of Arts Representative
Students' Union - U of C
04.2018 - 05.2019
- Nominated and elected to represent and advocate for the Faculty of Arts
- Participated on various SU and University committees, a favorite was the Equity and Diversity Committee as well as the Office of Diversity, Equity, Inclusion, and Protected Disclosure
- Increased social media and physical presence on campus
- Created, promoted and hosted Mental Wellness events, either in collaboration with other clubs or SU representatives
- Provided sexual violence training for the SU representatives
- Initiated the sexual violence workshops and discussions on my campus.
Community Support - Summer Student
Trinity Place Foundation of Alberta
05.2016 - 08.2016
- Provided companionship and activities to low-income older adults in 5 different independent living buildings
- Focus on health promotion: mental and physical health, through ADL fitness and brain games
- Scheduled programming for each building, to increase mobility and brain functioning, including coordinating day trips to the zoo or stampede
- Using excellent people skills to increase engagement as well as understanding computer programs to create promotional posters which were posted in the elevators and informational bulletin boards.
Education
Master of Arts - Counselling Psychology
Yorkville University
Yorkville05-2027
Bachelor of Science (Hons.) - Psychology
University of Calgary
Calgary, AB06.2020
Skills
- Leadership & Accountability
- Communication
- Analytical Thinking
- Rapport Building & Team Collaboration
- Case Management
- Patient Support & Client Advocacy
- Medication Administration
- Microsoft Office
- Crisis intervention
- Multicultural competence
- Client confidentiality
Certification
- October 2023 - Dale Carnegie Course
- November 2021 - Nonviolent Crisis Intervention - CPI
- July 2021 - Aberta Family Wellness Initiative: The Brain Story
- June 2021 - Standard First Aid, CPR and AED
- June 2019 - Naloxone and Overdose Education
Timeline
CX Operations and Quality Specialist
SMART Technologies
06.2022 - Current
Permanent Supportive Housing Case Worker
Calgary Alpha House Society
03.2021 - 04.2022
Customer Service and Sales Consultant
Inkeros
06.2020 - 03.2021
Business Operations - Summer Student
SMART Technologies
06.2019 - 10.2019
VP External
Faculty of Arts Students Association - U of C
04.2019 - 02.2020
Faculty of Arts Representative
Students' Union - U of C
04.2018 - 05.2019
Community Support - Summer Student
Trinity Place Foundation of Alberta
05.2016 - 08.2016
Master of Arts - Counselling Psychology
Yorkville University
Bachelor of Science (Hons.) - Psychology
University of Calgary