Dedicated professional with extensive experience in credential assessment, client relations, and operational management across healthcare and regulatory sectors. Adept at streamlining workflows, enhancing service delivery, and ensuring compliance.
Expert in streamlining workflows and optimizing procedures to enhance efficiency and accuracy.
Skilled in managing client communications, resolving inquiries, and ensuring high satisfaction.
Experienced in leading teams, coordinating operations, and driving service quality improvements.
Proficient in maintaining meticulous documentation and ensuring adherence to regulatory standards.
Ontario College of Social Workers and Social Service Workers (OCSWSSW)
Managed a high-trust, deadline-driven assessment workflow requiring strong accuracy, documentation control, and consistent client communication.. Streamlined credential assessment processes, improving efficiency by 35% through workflow and process enhancements.. Partnered with internal stakeholders to support membership renewal-related processes and compliance expectations, contributing to improved client outcomes and reduced rework.. Ensured decisions and records aligned to regulatory frameworks, supporting organizational integrity and audit-readiness.. Responded to member inquiries with professionalism and clarity, applying policy interpretation to resolve issues efficiently.
Chartered Professional Accountants of Ontario (CPA Ontario)
Provided end-to-end client service to candidates/participants, resolving complex inquiries via phone/email while maintaining consistent documentation standards and professional etiquette.. Supported province-wide coordination of admissions/registration activities, improving operational consistency, turnaround times, and compliance outcomes.. Maintained and improved data integrity in Salesforce, ensuring accurate records, reliable stakeholder reporting, and clean operational workflows.. Delivered presentations (“Regulatory Roadshows”), translating rules/process into clear actions—strengthening stakeholder understanding and reducing avoidable follow-ups.. Updated documented guidance/knowledge content to standardize responses and improve service quality across the team.. Coordinated logistics for virtual/hybrid/in-person programs and events, balancing multiple competing deadlines with minimal supervision.
Honours Bachelor of Arts
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St. George’s University Hospitals NHS Foundation Trust
Led day-to-day operations for a 15-member team, ensuring service continuity, prioritization, and adherence to performance standards.. Improved service delivery efficiency by 20% through KPI reviews, workflow changes, and tighter operational controls.. Managed budgets and implemented performance tracking routines to improve forecasting, accountability, and operational decision-making.. Implemented new systems to improve triage and throughput, strengthening client/patient experience through clearer routing and faster resolution.
