GBANA SULAY
Halifax,Nova Scotia
Summary
A strategic educational and humanitarian leader with a core desire to support education programs by promoting Quality education. Working to promote livelihood in a poorer community.
Accomplishments:
1. A direction Towards Good and Quality education in Liberia (Unpublished).
2. Quality Teaching and Learning -A practical approach for teachers (Unpublished). The secret in speaking and writing French effectively pedagogical approach (2004 Published).
3. Low enrolment in Typewriting and accounting in I-Ode Local Government-Research
4. Where there is No School the Future Dies-Development Project has Detail-oriented, organized,d and meticulous employees. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
23
23
years of professional experience
Work History
Int'l Vol. Organization development Advisor
World University Service Canada
Accra, Greater Accra-Ghana-Remote
05.2024 - Current
- Supported client project teams by developing written materials for client development discussions.
- Gathered intelligence about upcoming procurements.
- Enhanced project outcomes by providing expert guidance and support to development teams.
- Identified internal and external resources to manage relevant proposal repository.
- Tracked budgetary expenditures, ensuring proper use of funds while maintaining fiscal responsibility.
- Facilitated workshops and training sessions for stakeholders, promoting a deeper understanding of key development concepts and practices.
- Ensured compliance with relevant laws and regulations governing international development work while upholding ethical standards throughout all activities.
- Implemented monitoring systems enabling real-time evaluation of project activities, supporting evidence-based decision making.
- Streamlined processes for increased efficiency by implementing innovative project management techniques.
- Managed diverse teams of professionals, driving collaboration and high-performance work environments conducive to achieving desired outcomes.
Mortgage field support Special
Manulife Financial Bank of Canada
Halifax
2020.06 - 2024.04
- Collaborated with cross-functional teams to streamline processes, resulting in improved service quality and reduced response times.
- Provided exceptional customer service while resolving complex technical issues both remotely and on-site as needed.
- Improved client satisfaction by addressing and resolving technical issues promptly.
- Delivered detailed reports on equipment performance metrics, enabling informed decision-making regarding future investments in technology upgrades or replacements.
- Increased productivity for field teams with efficient coordination, scheduling, and prioritization of service requests and assisted Mortgage specialists and consultants by providing detailed info on the client file
- Assist Mortgage specialist with knowledge base information related to approval of mortgage deals
- Conducted thorough root cause analyses for recurring problems, leading to the implementation of long-term solutions that increased overall system stability.
- Maintained current industry knowledge through continuous professional development, attending training sessions, workshops, and conferences relevant to the Field Support Specialist role.
- Enhanced team performance by sharing knowledge, best practices, and innovative problem-solving techniques with colleagues regularly.
- Established lasting relationships with key clients through a combination of reliable support services and proactive issue-resolution strategies.
- Contributed to company growth by consistently meeting or exceeding targets related to response times, client satisfaction scores, and closed tickets per month metrics.
- Collaborated closely with sales teams to provide pre-sales technical support, enhancing the overall customer experience throughout the sales cycle.
Partnership Development Advisor- (Int'l Volunteer)
WUSC (World University Service Of Canada) • EUMC
09.2019 - 12.2019
- Supported client project teams by developing written materials for client development discussions.
- Attended conferences and industry events to discuss consulting opportunities.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- •Create, maintain, and enter information into databases.
•write and solicit grant funding
•write proposal for community development
•Train Program staff on NGO project management
•Set up and manage paper or electronic filing systems, recording information,updating paperwork, or maintaining documents, such as attendance records,correspondence.
•Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training,demonstrations, on-the-job training, meetings, conferences, and workshops.
•Analyze training needs to develop new training programs or modify and improve existing programs.
•Prepare training budget for department/organization.
•Perform risk assessments to develop response strategies.
•Initiate, review, or approve modifications to project plans.
•Establish and execute a project communication plan.
•Direct or coordinate activities of project personnel.
•Prepare project status reports by collecting, analyzing, and summarizing information and trends.
•Submit project deliverables, ensuring adherence to quality standards.
•Monitor or track project milestones and deliverables.
•Confer with project personnel to identify and resolve problems.
•Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
•Manage project execution to ensure adherence to budget, schedule, and scope - Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Bilingual Customer
Service Professional
11.2017 - 06.2020
- Perfect skill in Education project monitoring/mentoring
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed a deep understanding of customer service principles and customer service best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Provide a high level of service to external and internal customers for allmainstream products within a Bank product area (TFSA, GICs, ADV, Acct,)and/or knowledge of a specialized function.
•Respond to all customer service inquiries, answering a standard number of callsand related investigation work by following set procedures and utilizingadministrative expertise.
•Ensure positive and effective relationships are maintained with customers andadvisors.
•Act as primary contact for customers' requests by researching the problem/issuethrough interaction with multiple internal customers in order to find the appropriateinformation and solution.
•Proactively works to identify and correct customer issues, and resolve customercomplaints and concerns, and coordinating with other staff and departments asrequired.
•Process transactions on specific product lines and maintain records accuratelywithin established standards utilizing existing technology.
•Maintains a sound level of product, procedures, systems and industry knowledge,across specific product lines, and of the service provided by the bank.
•Works with other team members to ensure a cohesive unit and consistent highlevel of service.
•Process all transaction requested by clients, withdrawal, deposit, closing of bankaccount, etc.
Bilingual Customer service Agent
Air Canada
06.2016 - 11.2017
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Used airline computer system to create airline tickets and boarding passes.
- Operated PA system to make announcements regarding flight activity.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Used airport system to prepare pre-departure and post-departure reports and passenger manifests.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Produced and shared customer service reports to support management decision-making.
Education Capacity Building Coordinator
LOFA, CONCERN WORLDWIDE
01.2012 - 09.2015
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Conducted orientation sessions and organized on-the-job training for new volunteers teachers
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Serving as the education partnership liaison coordinator and providing direct instructional support through Teacher Trainers.
•Conducting functional assessments (Early Grade Reading first plus Maths-EGRA/EGMA) and assisting in Education program designing, planning, andimplementation.
•Conduct Project review with partners Conducting and monitoring of training onchild protection and introducing strategies to promote child friendly schools.
•Providing professional development training and modeled teaching techniques foreducation stakeholders and teacher trainers.
•Sensitizing Parent Teacher Association (PTA) and school communities' educationstakeholders on the importance of quality education.
•Mobilising and supervising rural communities' teachers to improve educationalquality, access and equity especially for girls.
Education Advisor
PASSION FOR AFRICA, INC, FIELD
03.2011 - 08.2012
- Proctored state-mandated tests and administered required assessments in standardized testing environment.
- Advised and counseled parents and students to meet educational needs and enhance academic development.
- Designed activities, strategies and alternative curricula to encourage student academic, transitional and behavioral goals.
- Chaperoned outside events and field trips to facilitate student social development.
- Supported positive educational and behavioral practices.
- Develop education projection and proposal
- Plan education program and conduct baseline survey
- Evaluated, updated and documented student progress towards educational plan and state standards by examining student learning and fostering engagement through discussion and observation.
- Coordinate teacher training and promote access to education in rural community
- Raise funding for project implementation
High School French Teacher
SACRET HEART CATHOLIC COLLEGE, ODE
01.2004 - 08.2011
- Helped students develop important learning skills and good study habits useful in trade school or college education.
- Communicated with students in French to foster oral proficiency.
- Consulted with teachers in other disciplines to identify and adopt successful instructional strategies.
- Facilitated learning of French language using variety of instructional methods, resources and technological tools.
- Attended department meetings to develop and update course curricula.
- Explored and implemented innovative use of technology in language education.
- Designed curriculum to meet learning institution requirements and instill comprehensive knowledge of French language and culture in students.
- Developed and implemented full French curriculum to meet school mission and goals.
- Promoted culture of inclusion, respect and collaboration in classroom.
- Produced engaging lesson plans and activities to help students master learning objectives.
- Established and maintained professional relationships with students, staff, parents and community members and assist in the recruitment of french teacher
- Developed and implemented behavior management plans to address student issues.
- Supported development of individualized education plans for students with special needs.
- Utilized data to inform instructional decisions and personalize learning.
- Provided guidance and mentoring to students regarding academic, social and emotional issues.
- Assisted in development of extracurricular activities and special events.
- Built variety of formative and summative assessments to measure student progress.
- Created and maintained safe and orderly classroom environment conducive to learning.
- Encouraged students to take active role in learning and academic success.
- Monitored student progress and provided feedback to both students and parents.
- Supported students in development of skills and strategies to become independent and successful learners.
- Established and maintained professional relationships with students, staff, parents and community members.
- Developed and implemented variety of instructional strategies to meet diverse needs of students.
- Collaborated on and implemented innovative pedagogical initiatives that focused on student-first, hands-on and experiential learning to foster French instruction.
Elementary School French Teacher
St. Anthony Nursery and Primary SCHOOL, IJEBU
07.2003 - 08.2004
- Provided warm, supportive environment for developing academic, social, and emotional growth.
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Designed and presented lesson plans in one or more academic subjects using variety of teaching techniques to appeal to various learning styles within assigned grade level.
- Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
- Reinforced positive behavior by encouraging efforts through affirmation statements and praising accomplishments.
- Met with parents to review Individualized Education Plans for at-risk students.
- Created and presented clever lessons to engage students and focus on core subjects necessary for personal and academic growth.
- Developed problem-solving and critical-thinking skills by presenting challenges to boost self-esteem and performance.
- Maintained student portfolios to monitor learning progress and completion of work required for promotion to next grade level.
- Communicated student progress, academic difficulties, or behavioral concerns to parents, guardians and administration using tact and professionalism to improve student academic performance.
- Prepared materials for lessons, assignments, and assessments, and evaluated, corrected and graded student performance to identify gaps in skills or knowledge and set realistic goals.
- Drove student learning by establishing clear classroom plans and group objectives, as well as actionable strategies to achieve each goal.
- Taught students subject-specific material, learning strategies, and social skills.
High School Teacher
Good News Baptist School
09.2001 - 01.2003
- Senior High school － Blolequin, Blolequin
- Developed communicative relationships with students and parents to support learning.
- Fostered positive and pleasant classroom culture while maintaining learning development goals.
- Planned, developed, and executed lessons reflecting high school curriculum and core educational standards.
- Distributed and collected classroom materials such as worksheets, quizzes, and tests.
- Consulted with teachers in other disciplines to identify and adopt successful instructional strategies.
- Created study guides, research materials and syllabi for students.
- Created engaging lesson plans, fostered culture of discovery and provided well-organized classroom structure to help students succeed in program.
- Evaluated students' academic and social growth, kept appropriate records, and prepared progress reports to gauge performance.
- Helped students develop important learning skills and good study habits useful in trade school or college education.
- Assessed and improved lesson plans through implementation and experimentation.
- Established and communicated clear objectives for all educational activities.
- Offered supplemental and individualized instruction for at-risk and struggling students.
- Worked collaboratively with school administrators to implement intellectually challenging visual arts program that provided creative outlet for students.
- Disciplined students who engaged in cheating, plagiarism or other wrongdoing.
- Utilized organized, methodical and technical approach to teaching concepts.
- Prepared students for local and national skills competitions.
- Taught mathematical skills and principles to high school students using real-world, application-based examples to maximize learning opportunities.
- Produced engaging lesson plans and activities to help students master learning objectives.
- Established and maintained professional relationships with students, staff, parents and community members.
- Developed and implemented variety of instructional strategies to meet diverse needs of students.
Education
Master of Arts - Master of Education in Sustainability, Creativity And Innovation
Cape Breton University
Cape Breton, Nova Scotia, Canada 04.2024 - Current
Bachelor of Science - Business/Education-VTE
University of Nigeria Nsukka
Nigeria10.2011
Associate of Arts - Business Accountancy
Polytechnic Ibadan
Oyo State09.2005
Diploma - Early Childhood Education, (ECE) Early Childhood E
Stratford Career Institute
Mount Royal, QC08.2016
High School Diploma -
Zwedru Multilateral High School
Zwedru, Liberia08.2001
Skills
- Project management and strategic
- Teacher training, monitoring and planning
- Mentorship Leadership training mentorship and
- Research & data analysis supervision
- Community outreach liaison and Research & data
- Mobilization for education analysis Creative thinking and problem Creative thinking and problem solving solving
- Educational policy development and Policy development and
- Implementation implementation
- Business planning and security Motivating students for academic
- Ability to build cordial relationship success
- Writings/Projects:
- The secret in speaking and French effectively By Sulay Gbana authored 2004
- Business Development
- Investigation and decision making
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Int'l Vol. Organization development Advisor
World University Service Canada
05.2024 - Current
Master of Arts - Master of Education in Sustainability, Creativity And Innovation
Cape Breton University
04.2024 - Current
Mortgage field support Special
Manulife Financial Bank of Canada
2020.06 - 2024.04
Partnership Development Advisor- (Int'l Volunteer)
WUSC (World University Service Of Canada) • EUMC
09.2019 - 12.2019
Bilingual Customer
Service Professional
11.2017 - 06.2020
Bilingual Customer service Agent
Air Canada
06.2016 - 11.2017
Education Capacity Building Coordinator
LOFA, CONCERN WORLDWIDE
01.2012 - 09.2015
Education Advisor
PASSION FOR AFRICA, INC, FIELD
03.2011 - 08.2012
High School French Teacher
SACRET HEART CATHOLIC COLLEGE, ODE
01.2004 - 08.2011
Elementary School French Teacher
St. Anthony Nursery and Primary SCHOOL, IJEBU
07.2003 - 08.2004
High School Teacher
Good News Baptist School
09.2001 - 01.2003
Bachelor of Science - Business/Education-VTE
University of Nigeria Nsukka
Associate of Arts - Business Accountancy
Polytechnic Ibadan
Diploma - Early Childhood Education, (ECE) Early Childhood E
Stratford Career Institute
High School Diploma -
Zwedru Multilateral High School
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