ALEXANDRA HOWARD

Test and review MIRA, a national AI-powered mental health chatbot, evaluating conversation flows, information accuracy, and digital accessibility. Provide detailed written feedback to support platform improvement.

Served as first point of contact for incoming client calls, gathering and recording financial and personal information into the COTS database. Reviewed and validated client documentation for financial assistance applications and tracked application statuses.

Promoted from Customer Service Representative to Service Advisor II, managing full lifecycle of customer accounts for Nissan's North American warranty program. Conducted account investigations, maintained Salesforce CRM records, and prepared case documentation for arbitration.

Delivered bilingual inbound and outbound customer service, exceeding sales objectives by 80% during the contract period. Provided product explanations and maintained accurate records using Word, Excel, and Outlook.

Partnered with researchers at the University of Toronto to promote environmental inventions, writing grant proposals and coordinating international outreach to Latin America. Managed administrative partnerships with academic institutions.

Served as first point of contact for clients at a busy insurance branch, managing reception and administrative correspondence. Used Quattro Pro for client contact management and supported sales campaigns.

Sold residential energy plans in Spanish and English, verifying U.S. sales representatives' contract compliance. Exceeded sales targets by 75% and improved sales margins by 20%.

Provided front-line inbound and outbound customer service across multiple sales campaigns, exceeding sales targets by 90%. Demonstrated team leadership and sales skills in a call centre environment.

Managed a portfolio of 200+ client accounts, contacting clients to correct delinquencies and resolve billing discrepancies. Increased sales by 85% within 3 months through bilingual commercial sales support.

Developed and facilitated a structured system to help children with disabilities improve reading and writing speed. Prepared course materials and taught hands-on computer workshops.

Provided administrative and clerical support including data entry, correspondence, and client file organization.

Performed quality assurance inspections in a manufacturing environment, maintaining accurate records and ensuring products met established standards.

Performed full reception and administrative duties at a corporate headquarters, managing a 35-line phone system and preparing sales reports. Conducted data entry and maintained inventory records.

Provided clerical and administrative support including data entry, correspondence preparation, filing, and front-line public inquiry handling.

Honours Bachelor of Arts in Sociology with a minor in Social Justice from McMaster University, completed from 2017 to 2019.

Addiction Certification Training from Mohawk College, completed in 2013.

Social Service Worker Diploma from Mohawk College, completed from 2011 to 2013.

Crisis Intervention Certification from Mohawk College, completed in 2012.

MS Office Systems Certificate covering Word, Excel, PowerPoint, Access, and Quality Assurance from Seneca College, completed from 2003 to 2004.

Introductory training in Human Resources from St. Clair College, completed in 1994.