Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience - Scouts Canada
Affiliations
References
Timeline
Generic
Jennifer Hurley-Cairns

Jennifer Hurley-Cairns

Bowmanville,Canada

Summary

Dynamic professional with a proven track record in training development and customer service. Expertise in eLearning design and conflict resolution has led to enhanced learner engagement and streamlined processes. Strong collaboration skills and a focus on continuous improvement have driven positive outcomes across diverse environments. Highly organized in office management and special projects, with a resourceful approach to project management, financial tracking, and customer relationship management.

Overview

17
17
years of professional experience

Work History

Studio Administrator & Front Desk (Part-Time)

Oxygen Yoga & Fitness North Oshawa
03.2023 - Current
  • Onboarded and trained new reception staff to improve service quality.
  • Managed billing processes while resolving account concerns efficiently.
  • Oversaw inventory management, ensuring adequate supplies for classes.
  • Conducted regular check-ins with members and staff to maintain engagement.
  • Executed full management responsibilities during owner’s time off.
  • Developed spreadsheets to track project progress, budgets and other related data.
  • Updated databases with new employee information, job changes and terminations.
  • Maintained filing system for important documents such as contracts and invoices.
  • Compiled statistical data from various sources for analysis.
  • Responded promptly to customer complaints in a professional manner.
  • Managed office supplies inventory and placed orders when necessary.

Senior Learning Specialist – Business & Corporate Support

TELUS
02.2021 - 05.2025
  • Developed learning solutions for global TELUS Digital sites, enhancing knowledge transfer across teams.
  • Spearheaded national soft skills program to improve employee interpersonal abilities.
  • Designed engaging content in instructor-led training, virtual instructor-led training, and eLearning formats.
  • Conducted assessments of corporate training needs, identifying opportunities for improvement.
  • Coordinated with stakeholders to enhance efficiencies in delivery of learning solutions.
  • Provided guidance to junior team members in developing effective learning materials.
  • Partnered with subject matter experts to create relevant, engaging instructional content.

Learning Specialist II – Business & Corporate Support

TELUS
06.2016 - 02.2021
  • Facilitated onboarding and development programs to enhance learner engagement.
  • Promoted collaboration through group discussions among participants.
  • Utilized technology-based resources to augment instructional activities in classrooms.
  • Achieved consistently high satisfaction scores from program participants.
  • Designed and implemented training initiatives to optimize learner outcomes.
  • Streamlined communication strategies to foster a collaborative learning environment.
  • Evaluated feedback to continuously improve educational offerings.

Client Resolution Management / Loyalty Resource Team

TELUS Mobility
09.2014 - 06.2016
  • Developed peer coaching programs and return-to-work training initiatives.
  • Recognized for contributions to quality assurance and training effectiveness.
  • Identified customer needs promptly, ensuring efficient responses.
  • Engaged customers through effective interpersonal skills, fostering strong relationships.
  • Demonstrated problem-solving skills by resolving issues efficiently.
  • Acknowledged by management for delivering exceptional customer service.
  • Completed daily tasks accurately, maintaining operational efficiency.
  • Collaborated with cross-functional teams to achieve organizational goals.

Loyalty & Retention | Client Care PCS III

TELUS Mobility
01.2008 - 01.2014
  • Resolved escalated customer support issues with efficiency and effectiveness.
  • Identified customer needs promptly to enhance service delivery.
  • Collaborated with diverse coworkers to achieve goals and address product-related concerns.
  • Promoted internal engagement initiatives to foster team productivity.
  • Assisted customers with inquiries, improving overall satisfaction rates.

Education

Diploma in Aircraft Maintenance Engineering -

Canadore College

Skills

  • Instructor-led training, virtual instructor-led training, and eLearning design
  • Customer service with 25 years of experience
  • Inventory management and database administration
  • Project management, stakeholder relations, and time management
  • Employee onboarding, orientation, and training
  • Conflict resolution and interpersonal communication
  • Team collaboration, team building, and leadership
  • Training, development, and process improvement
  • Verbal and written communication
  • Problem-solving and continuous improvement strategies
  • Learning technologies proficiency
  • Curriculum development and assessment

Accomplishments

  • Designed national training programs adopted across Canada.
  • Led onboarding, peer learning, and soft skills initiatives globally.
  • Developed curriculum for Client Resolution Management Team and facilitated training sessions.
  • Longstanding Scouts Canada volunteer and adult leader mentor, currently holding highest volunteer role at a Council level.

Volunteer Experience - Scouts Canada

  • Scouts Canada – Oshawa, ON, Council Commissioner, June 2024 - Present
  • Scouts Canada – Oshawa, ON, Section Scouter, Sept 1999 - Present
  • Scouts Canada – Oshawa, ON, Past Roles, Group Commissioner, Trainer, Event Organizer
  • Currently serve as Council Commissioner, the top volunteer role for White Pine Council —responsible for strategic planning, volunteer coordination, and collaboration with national leadership.
  • Led teams of volunteers, supported youth program delivery, and organized regional events with 300+ participants.
  • Facilitated training sessions, mentored new leaders, and promoted youth safety and development.
  • 25+ years in progressive leadership within youth development.

Affiliations

  • Present with the Silver Acorn in 2023, a medal for distinguished honorable duties within Scouts Canada
  • Presented with the VIP Award as Sr. Learning Specialist for exceptional work performance in 2023
  • Presented the Leading Stars award from TELUS for exceptional customer service in 2019

References

References available upon request.

Timeline

Studio Administrator & Front Desk (Part-Time)

Oxygen Yoga & Fitness North Oshawa
03.2023 - Current

Senior Learning Specialist – Business & Corporate Support

TELUS
02.2021 - 05.2025

Learning Specialist II – Business & Corporate Support

TELUS
06.2016 - 02.2021

Client Resolution Management / Loyalty Resource Team

TELUS Mobility
09.2014 - 06.2016

Loyalty & Retention | Client Care PCS III

TELUS Mobility
01.2008 - 01.2014

Diploma in Aircraft Maintenance Engineering -

Canadore College

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Jennifer Hurley-Cairns