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9 years of experience

Skills

Inbound and outbound customer communication Active listening De‑escalation and conflict resolution Clear information delivery under pressure Adaptable communication style Accurate data entry and records management Microsoft Office 365 (Word, Outlook, Excel, Teams) JIRA Confluence Remote work reliability High‑volume multitasking Customer relationship management (CRM) Team coordination Project scheduling Problem resolution

Experience

Library Experience Guide

Calgary Public Library

2023-07 -

Served as the primary point of contact for a high‑traffic, diverse public, handling inquiries and resolving issues across in‑person, phone, and digital channels. De‑escalated challenging interactions with calm professionalism, maintaining service quality and positive outcomes. Navigated multiple digital systems and databases simultaneously to locate resources, process requests, and keep accurate records. Adapted communication approaches in real time to meet varied literacy levels and client needs. Managed competing demands and constant interruptions while preserving accuracy and service standards.

Graduate Teaching Assistant & Instructor

University of Calgary

-

Managed communications with a large, diverse student population, responding to inquiries and providing clear, timely information via email and in‑person. Maintained detailed and accurate records across multiple concurrent responsibilities. Built genuine relationships with students, serving as a trusted and consistent point of contact.

Production Coordinator

CantApp

2015-01 -

Coordinated communications across a distributed team, managing schedules, tracking deliverables, and ensuring timely information flow among stakeholders. Utilized project management and tracking tools such as JIRA and Confluence to maintain accurate records and meet production deadlines. Facilitated cross‑functional collaboration, supporting efficient project execution in a fast‑paced environment.

Languages

English

fluent

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Last updated: 3 weeks ago