GRACE LUCAS
Ottawa,Canada
Summary
Motivated and service-driven professional with 5+ years of experience in client services, operations, and team leadership across education, retail, and corporate environments. Proven ability to manage high client volumes, lead cross-functional teams, and streamline operational processes for greater efficiency. Proficient in CRM, payment processing, and MS Office Suite.
Currently seeking opportunities to leverage my client service expertise and leadership skills in a growth-oriented organization.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Client Service Representative
Algonquin College - Academic Access Centre
Ottawa, Canada
11.2023 - 07.2024
- Provided front-line service, advising over 150 clients weekly on programs, funding, and admissions.
- Guided students through registration processes, ensuring 100% accurate records in GeneSIS and CRM.
- Processed $50,000+ fee payments monthly and maintained data accuracy for reporting and audits.
- Streamlined registration processes, reducing student wait times by 20%.
- Provided referral support to academic advisors and community resources.
Enrolment Services Representative
Algonquin College - Registrar's Office
Ottawa, Canada
09.2023 - 11.2023
- Processed 100+ OSAP applications and fee deferral requests with zero errors.
- Handled 500+ document verification and account updates in peak enrollment sessions.
- Resolved enrollment and financial issues for students, improving satisfaction scores for the department.
Customer Service Manager
Loblaws
Ottawa, Canada
11.2021 - 11.2023
- Led, motivated and trained a team of 100+ front-line staff in one of the busiest retail locations in the city, serving between 400-600 customers per day and over 1 million in sales weekly.
- Maintained 100% cash reconciliation accuracy across 30 registers daily.
- Upheld a perfect record in all financial audits over 3 years
- Resolved service issues promptly, increasing customer satisfaction to 93%.
- Led community campaigns raising $10,000+ for local charities.
Starbucks Manager
Loblaws
Ottawa, Canada
05.2021 - 11.2021
- Launched a new in-store Starbucks location, hiring and training a 15 member customer service team.
- Managed daily operations, inventory, and staffing, exceeding sales targets by 40% within the first 60 days.
Education
Postgraduate Certificate - Brand Management
Algonquin College
Ottawa, ON04.2021
Postgraduate Certificate - Human Resource Management
Algonquin College
Ottawa, ON04.2020
Master of Social Work -
St. Xavier's University
Kolkata04.2019
Bachelor of Mass Communication & Videography -
St. Xavier's Autonomous College
Kolkata04.2016
Skills
- Customer Service Excellence
- Leadership & Team Management
- Financial Accuracy & Audit Compliance
- Strategic Problem-Solving
- Strong Communication Skills
- Fast Learner & Adaptable
Computer & Technical Skills
- CRM Systems: Salesforce, GeneSIS, Workday
- Productivity Tools: MS Office Suite (Word, Excel, PowerPoint, Outlook, Canva)
- Digital Communication Platforms: Zoom, Microsoft Teams
Affiliations
- Grade 4 in Piano - Trinity College London
- Played State and National level Basketball in India
Certification
- CPR and First Aid Certification
- Mental Health Training
- SMART serve Certificate
Languages
English
Native/ Bilingual
Timeline
Client Service Representative
Algonquin College - Academic Access Centre
11.2023 - 07.2024
Enrolment Services Representative
Algonquin College - Registrar's Office
09.2023 - 11.2023
Customer Service Manager
Loblaws
11.2021 - 11.2023
Starbucks Manager
Loblaws
05.2021 - 11.2021
Postgraduate Certificate - Brand Management
Algonquin College
Postgraduate Certificate - Human Resource Management
Algonquin College
Master of Social Work -
St. Xavier's University
Bachelor of Mass Communication & Videography -
St. Xavier's Autonomous College
Similar Profiles
RONAN L. BUTLERRONAN L. BUTLER
Online Filing Assistant at Okanagan College BC Beverage Technology Access CentreOnline Filing Assistant at Okanagan College BC Beverage Technology Access Centre
Pyper WaldroffPyper Waldroff
Algonquin Wolves Promo Team at Algonquin CollegeAlgonquin Wolves Promo Team at Algonquin College
Alain BissonAlain Bisson
Part Time Professor at Algonquin CollegePart Time Professor at Algonquin College
DONNA MAYERDONNA MAYER
Housing Development Consultant at Added Value Inc.Housing Development Consultant at Added Value Inc.
KARINA MARROQUINKARINA MARROQUIN
Self-employed at Baby sitterSelf-employed at Baby sitter