Summary
Overview
Work History
Education
Skills
Profile Of Skills
References
Timeline
OperationsManager

Marlene Ghandour

Colborne,ON

Summary

Customer-focused financial professional with over 25 years of experience in banking and finance. Known for delivering exceptional client service, ensuring compliance, and optimizing financial operations. A proven leader in financial reporting, risk management, and operational efficiency, with a strong ability to build lasting client relationships. Adept at streamlining processes to enhance accuracy and customer satisfaction. Committed to integrity, collaboration, and excellence in every interaction.

Overview

24
24
years of professional experience

Work History

Financial/Senior Administrative Manager

U92 Spice House & Take-Away
Port Hope, ON
01.2023 - Current

  • Financial Management & Compliance – Oversee company financial data, ensuring adherence to all provincial regulations.
  • Accounts Payable/Receivable & Payroll – Process payroll, manage accounts, and handle tax filings with accuracy.
  • General Ledger & Reconciliations – Maintain a balanced general ledger and perform financial reconciliations.
  • Financial Reporting & Invoicing – Generate reports, process invoices, and track financial performance.
  • Inventory & Office Management – Maintain office supplies and inventory to support daily operations.
  • Customer Relations & Service – Build strong client relationships with a customer-focused approach.
  • Marketing & Advertising – Develop and execute campaigns across social media, print, and radio.

ASSISTANT MANAGER

The Big Apple
Colborne, ON
01.2017 - 01.2022
  • Human Resources & Employee Relations – Support HR programs, onboarding, training, employee engagement, and compliance with workplace policies and labor regulations.
  • Customer Service & Communication – Provide in-person and digital customer support, address inquiries and complaints, and ensure first-contact resolution.
  • Financial & Payroll Management – Oversee accounts payable/receivable, payroll processing (SAP), invoicing, and compliance with financial regulations.
  • Operational Leadership & Coaching – Monitor six departments, provide feedback, streamline operations, and support management with performance evaluations.
  • Workplace Health & Safety Compliance – Represent management on the Health & Safety Committee, develop safety policies, and ensure compliance with regulations.
  • Marketing & Event Coordination – Plan and execute job fairs, staff events, and promotional activities, while maintaining brand presence across platforms.
  • Policy Development & Compliance – Initiate and implement company policies, including Employee Handbooks, COVID-19 procedures, and regulatory compliance with labor laws.
  • Inventory & Merchandising – Manage stock levels, oversee material receipts, and ensure product organization for efficiency and compliance.

OWNER/OPERATOR

MAC'S Milk Convenience
Trenton & Colborne, ON
01.2012 - 01.2016
  • Store & Operations Management – Oversee daily operations, including financial performance, cash control, inventory management, and compliance with the Ministry of Labour regulations.
  • Customer Service & Relationship Management – Deliver proactive, solution-oriented customer service to enhance the guest experience and build lasting rapport.
  • Team Leadership & Staff Training – Supervise, schedule, and train 10–20 employees, ensuring compliance with employment laws, licensing regulations, and company policies.
  • Financial & Payroll Administration – Manage accounts payable/receivable, payroll, invoices, deposits, reconciliations, budgeting, financial reports, and audits.
  • Regulatory Compliance & Safety – Ensure adherence to Federal, Provincial, and Municipal laws, including Employment Standards, Health & Safety, and gaming/lottery regulations.
  • Strategic Planning & Process Improvement – Contribute to strategic initiatives, implement productivity solutions, resolve operational challenges, and optimize business processes.
  • Microsoft Office & Data Management – Utilize Excel, Word, and payroll tracking systems to schedule employees, monitor productivity, and control labor costs.
  • Vendor & Corporate Relations – Maintain strong working relationships with suppliers and corporate personnel to optimize store operations and merchandising.

FINANCIAL SERVICE REPRESENTATIVE

Canadian Imperial Bank of Commerce (CIBC)
Toronto, ON
01.2001 - 01.2013
  • Financial & Customer Solutions – Assisted clients in achieving financial goals through expert guidance, conflict resolution, and first-call resolution via phone, chat, and email.
  • Sales & Business Development – Exceeded sales targets by identifying customer needs, upselling relevant financial products, and building long-term client relationships.
  • Customer Service & Communication – Delivered superior customer service with exceptional oral and written communication while adhering to call center policies and best practices.
  • Regulatory Compliance & Confidentiality – Ensured adherence to all financial regulations, government laws, and confidentiality policies while maintaining accurate records.
  • Product & Market Expertise – Educated clients on financial markets, recommended suitable products, and analyzed profitability to inform pricing and product development.
  • Process & Documentation Management – Accurately prepared and processed applications, conducted credit checks, and maintained meticulous records to ensure compliance.
  • Tactful & Diplomatic Approach – Handled customer concerns with professionalism, empathy, and discretion to foster strong relationships and enhance client retention.
  • Collaboration & Teamwork – Worked closely with compliance teams to develop and maintain procedures aligned with changing regulations and business needs.

Education

Bachelor of Arts - Psychology and Business

York University
Toronto, ON

Ontario Secondary School Diploma -

Milliken Mills High School
Unionville, ON

Skills

  • Business Development & Client Acquisition – Identified growth opportunities, built client relationships, and developed marketing strategies to increase revenue through strong, respectful leadership
  • Financial Management and Compliance – Managed accounts payable and receivable, processed payroll, filed tax returns, and ensured compliance with provincial regulations
  • Operational Leadership and Organization – Oversaw daily financial reconciliations, maintained a balanced general ledger, and streamlined office operations for efficiency
  • Customer Relations & Conflict Resolution – Provided superior customer service, addressed concerns diplomatically, and strengthened client retention
  • Marketing and Advertising – Developed and executed campaigns across social media, radio, and print to boost brand visibility and engagement
  • Purchasing and Inventory Control – Maintained office and food supply inventory, negotiated with vendors, and optimized purchasing processes
  • Technical and Administrative Proficiency – Utilized MS Word, Excel, and PowerPoint for reporting, documentation, and financial analysis
  • Judgment, Integrity, and Confidentiality – Maintained strict adherence to confidentiality policies, problem-solving, and conflict resolution, exercised sound judgment, and fostered a collaborative work environment
  • Tactful and Diplomatic Communication – Skilled in handling sensitive situations with professionalism and discretion
  • Strong Interpersonal Skills – Ability to build and maintain positive relationships with clients, colleagues, and stakeholders
  • Empathy and Integrity – Committed to ethical decision-making, fairness, and understanding diverse perspectives
  • Collaboration and Teamwork – Works effectively with cross-functional teams to achieve organizational goals
  • Accountability and Reliability – Dedicated to delivering high-quality work with a strong sense of responsibility and ownership

Profile Of Skills

  • New Business Development
  • Exceptional Communication Skills
  • Superior Customer Service Skills With Customer Centric Mindset
  • Operational Management
  • Strong & Respectful Leadership
  • Conflict Resolution
  • Marketing Development
  • Client Acquisition
  • Problem-Solving & Judgement
  • MS Word, Excel and PowerPoint
  • Financial Expertise
  • Strong Attention to Details
  • Organizational Skills
  • Purchasing and Inventory Control
  • Value Empathy, Integrity, Collaboration & Accountability
  • Adherence to Confidentiality
  • Bilingual- English & Arabic
  • Tactful and Diplomatic
  • Interpersonal Skills

References

References available upon request.

Timeline

Financial/Senior Administrative Manager

U92 Spice House & Take-Away
01.2023 - Current

ASSISTANT MANAGER

The Big Apple
01.2017 - 01.2022

OWNER/OPERATOR

MAC'S Milk Convenience
01.2012 - 01.2016

FINANCIAL SERVICE REPRESENTATIVE

Canadian Imperial Bank of Commerce (CIBC)
01.2001 - 01.2013

Bachelor of Arts - Psychology and Business

York University

Ontario Secondary School Diploma -

Milliken Mills High School

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Marlene Ghandour