Tina Smith
Ottawa,ON
Summary
Seasoned Administrator focused on business and operational improvements. Dedicated and decisive leader with strategic and forward-thinking mindset. Brings 15+ years of progressive business experience in various fields including call centre operations and quality assurance. Proven exceptional customer service, complaint resolution and client retention skills. Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
Overview
15
15
years of professional experience
Work History
Accounts Payable Manager
Cedars And Company Food Mart And Associated Companies
Ottawa
06.2022 - Current
- Closely monitored accounts to post timely payments and resolve billing discrepancies for 2 Food Markets and 3 Restaurants
- Partnered with finance team to complete year end, and month-end accruals and account reconciliations.
- Managed accurate and timely processing of over 100 invoices/week
- Processed payroll, vendor payments, and other accounting disbursements accurately and in compliance with CRA regulations
- Input all relevant transactions and supervised properly within accounting system
Team Leader
BGRS
Ottawa, ON
12.2020 - 05.2022
- Supervised 16+ employees, ensuring adherence to all KPIs and SLAs
- Assisted with new hire processing and existing training programs
- Proactively identified problems and assisted in solving complex business issues
- Developed, managed and motivated a strong, effective team
- Participated in Quality Assurance meetings and assisted in the creation and calibration of the QA rubric
- Conducted more than 80 coaching sessions/month with agents, giving one on one feedback and focusing on continual improvement and employee involvement
On-the-Job Coach
BGRS
Ottawa, ON
08.2020 - 11.2020
- Conducted new hire orientations and training sessions, and trained current employees on new systems and departmental procedures to provide comprehensive understanding of the Canadian Armed Forces Relocation Directive and its administration
- Developed training materials such as quick reference guides, and cheat sheets for CAFRD and systems used by Planning Session agents
- Trained agents to conduct Planning Sessions in accordance with contractual CAF requirements and procedures
- Participated in Planning Session departmental team meetings, and provided relevant training program updates
- Created curricula, instructions, documents and written tests for new hires
Relocation Advisor/Planning Session Agent
BGRS
Ottawa, ON
2019.01 - 2020.09
- Delivered a daily average of seven 30-minute planning sessions as requested by CAF Members
- Recorded detailed notes for each planning session in the Member’s profile for future review
- Reviewed and reconcile relocation files, ensuring compliance with the Canadian Forces Integrated Relocation Program and the Canadian Armed Forces Relocation Directive
- Reviewed Member’s submitted expense claims, while providing guidance as to what is required for future claims submissions
- Effectively resolved complex relocation problems within the constraints of the Relocation Directive
- Contacted appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
- Assisted General Inquiries and Claims team with processing claims and miscellaneous CAF Member communication and expense management (chats, emails, phone calls, voicemails, advances, claims and Third-Party Service Provider payments)
Lead Hand - Overnight Dispatcher
Ziptrack Inc.
Ottawa, ON
12.2013 - 07.2016
- Maintained updated knowledge of company policies and trained employees on rules and procedures regularly.
- Sent drivers to assist callers based on locations, needs and worker availability.
- Directed dispatching, routing and tracking of more than 500 fleet vehicles.
- Directed investigations to verify and resolve customer complaints.
Project Administrator
OC Transpo
Ottawa, ON
07.2009 - 01.2012
- Collaborated with management and supervisors to organize operations and achieve demanding schedule targets
- Carefully reviewed all documents and reports for completeness and accuracy
- Maintained document archive and file server of approved documents and drawings to provide easy traceability and retrievability
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets
Investment/Insurance Administrator
Interglobe Financial/Blonde Little Inc
Ottawa, ON
11.2007 - 11.2008
- Prepared applications, documents and data to renew insurance policies
- Created and distributed insurance and policy certifications
- Made contact with insurance carriers to discuss policies and individual patient benefits
- Checked documentation for accuracy and validity on updated systems
- Prepared insurance claim forms or related documents and reviewed for completeness
Group and Life Insurance Administrator
David Burns And Associates
Ottawa, ON
04.2005 - 09.2007
- Reviewed benefits paperwork for accuracy and completeness
- Adjudicated and paid dental claims for self-insured group benefit clients
- Coordinated submission and processing of life insurance claims
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Updated benefit cost summaries for employer cost tracking
- Processed and recorded new policies and claims
Quality Assurance Analyst
MD Management
Ottawa, ON
08.2002 - 08.2005
- Analyzed and tested different builds to identify, trace and help resolve bugs
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership
- Designed, documented and executed test scenarios to identify software bugs
- Wrote and maintained detailed internal documentation on developed systems
Education
Bachelor of Arts - History/English
Bishop's University
Lennoxville, QuebecSkills
- Analytical and Critical Thinking
- Independent and Team Player
- Organization and Time Management
- Problem-Solving
- Multi-tasking
- Detail Oriented
- Excellent Communication
- Self-Motivated
- Dependable and Responsible
- Positive Attitude
- Adaptable
- Able to maintain professionalism at all times under stressful situations
Volunteer Experience
St. Thomas the Apostle Nursery School - President, Board of Directors -2022 - present
St Thomas the Apostle Nursery School - Board of Directors, Member at Large - 2020 - 2022
Project Ramzieh - (COVID food and necessities bank/delivery project) - March 2020 - July 2020
Vista Day Care - Board of Directors, Member at Large - 2016- 2018
Timeline
Accounts Payable Manager
Cedars And Company Food Mart And Associated Companies
06.2022 - Current
Team Leader
BGRS
12.2020 - 05.2022
On-the-Job Coach
BGRS
08.2020 - 11.2020
Relocation Advisor/Planning Session Agent
BGRS
2019.01 - 2020.09
Lead Hand - Overnight Dispatcher
Ziptrack Inc.
12.2013 - 07.2016
Project Administrator
OC Transpo
07.2009 - 01.2012
Investment/Insurance Administrator
Interglobe Financial/Blonde Little Inc
11.2007 - 11.2008
Group and Life Insurance Administrator
David Burns And Associates
04.2005 - 09.2007
Quality Assurance Analyst
MD Management
08.2002 - 08.2005
Bachelor of Arts - History/English
Bishop's University
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