Renae Francis
Summary
Media Communications graduate with expertise in strategic media planning, content creation, and stakeholder engagement. Skilled in managing campaigns, social media outreach, and brand messaging to boost visibility and connect with audiences. Strong project coordination and communication abilities aid in successful media relations and public engagement initiatives.
Overview
10
10
years of professional experience
Work History
Associate Trainer
Compass Group Canada, Toronto Zoo
02.2024 - Current
- Facilitate hands-on training in both front-of-house and back-of-house operations to build confidence and competence in daily tasks.
- Monitor trainee progress and provide real-time feedback and coaching to reinforce best practices and correct errors.
- Foster a positive learning environment that encourages questions, teamwork, and a commitment to continuous improvement.
Project Administrator
Go-Tech IT Solutions
01.2024 - Current
- Manage project timelines, budgets, and stakeholder communication to ensure successful project delivery.
- Implement process improvements that enhance workflow efficiency and reduce bottlenecks.
- Utilize project management software to track key milestones and identify potential risks.
- Analyze project data to identify trends and opportunities for optimizing digital marketing efforts.
- Provide customer support by addressing client inquiries, resolving issues, and ensuring a positive customer experience.
- Collaborate with teams to improve customer service processes and enhance client satisfaction.
Communcations Consultant Intern
JLiburd Communications
03.2025 - 05.2025
- Assist in developing and executing strategic communication plans
- Write and edit content for internal and external communications (e.g., newsletters, magazine, social media)
- Support brand messaging consistency across all platforms
- Conduct research to inform communication strategies and messaging
- Monitor media coverage and industry trends
- Contribute to content creation for presentations, reports, and promotional materials
Customer Service Associate
Compass Group Canada, Toronto Zoo
02.2024 - 2025
- Resolved customer issues efficiently, improving customer satisfaction scores.
- Assisted with inventory management, ensuring stock availability and operational efficiency.
- Processed cash, credit, and debit transactions in a fast-paced restaurant environment.
- Provided friendly and knowledgeable service, enhancing the overall guest experience.
- Maintained cleanliness and organization of service areas to meet health and safety standards.
- Collaborated with team members to streamline operations and improve service efficiency.
Training Project Coordinator
Kingston Creative
01.2023 - 01.2023
- Led training project execution, ensuring alignment with organizational goals and client needs.
- Developed and managed training schedules, optimizing resources and maximizing participation.
- Coordinated stakeholder communication and managed training budgets effectively.
- Developed and scheduled training programs, incorporating digital marketing strategies to boost participation and engagement.
- Designed promotional materials and managed social media outreach to attract target audiences to training sessions.
Learning and Development Senior Trainer
IBEX Global
01.2019 - 01.2023
- Led a team of trainers, providing guidance, mentorship, and professional development opportunities to enhance instructional effectiveness.
- Designed and facilitated leadership and frontline training workshops focused on customer experience, compliance, and service excellence.
- Utilized instructional design methodologies such as ADDIE to develop and implement engaging learning programs for various organizational levels.
- Managed client relations, ensuring training programs met organizational goals and maintained strong stakeholder engagement.
Customer Service Specialist
IBEX Global
10.2016 - 02.2018
- Handling incoming customer inquiries via various channels such as phone, email, and live chat
- Providing accurate and timely responses to address customer questions, concerns, and requests.
- Investigating and resolving customer issues, complaints, or escalations effectively and efficiently.
- Developing a deep understanding of the company's products or services in order to provide detailed information to customers. Keeping up-to-date with product updates, features, and specifications.
- Adhering to established customer service standards and protocols to ensure consistency and quality in interactions with customers.
Social Media Manager
PowSocial
02.2015 - 10.2016
- Content Strategy & Creation Develop engaging content (posts, videos, stories, reels) that aligns with the brand’s identity.
- Oversee multiple social media accounts (Instagram, Facebook, Twitter etc.)
- Monitor engagement, reach, and conversion metrics, using insights to optimize content strategy.
- Plan and manage ad campaigns to boost brand awareness, traffic, and sales.
- Work with designers, content creators, and marketing teams to align social media with broader brand goals.
- Handle customer feedback, manage crises, and maintain a positive brand image.
- Utilize keywords and hashtags to improve content discoverability.
Education
Project Management Professional Certification -
Project Management Global Institute
Bachelor Degree - History and International Relations
The University of the West Indies
Diploma - Media Communications
Humber Polytechnic
01.2025
Skills
- Learning Development
- Course content creation
- Proficient in instructional design principles
- Training & Facilitation
- Leadership development
- Performance Coaching & Development
- Strategic Planning & Program Management
- Training Needs Assessment
- Adobe Creative Suite (Photoshop, Illustrator, InDesign, Premiere Pro)
- Canva
- Figma
- Stakeholder Collaboration & Engagement
- Learning Program Execution & Evaluation
- Training coordination
- Time management
Languages
English
Native or Bilingual
Timeline
Communcations Consultant Intern
JLiburd Communications
03.2025 - 05.2025
Associate Trainer
Compass Group Canada, Toronto Zoo
02.2024 - Current
Customer Service Associate
Compass Group Canada, Toronto Zoo
02.2024 - 2025
Project Administrator
Go-Tech IT Solutions
01.2024 - Current
Training Project Coordinator
Kingston Creative
01.2023 - 01.2023
Learning and Development Senior Trainer
IBEX Global
01.2019 - 01.2023
Customer Service Specialist
IBEX Global
10.2016 - 02.2018
Social Media Manager
PowSocial
02.2015 - 10.2016
Bachelor Degree - History and International Relations
The University of the West Indies
Project Management Professional Certification -
Project Management Global Institute
Diploma - Media Communications
Humber Polytechnic
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