Grace Kwanda

Led planning, launch, and operational management of a boutique café, recruiting and supervising a team of 4 and implementing POS and inventory systems; achieved profitability within the first year.

Managed client relations and escalations, monitored SLAs and team performance, and trained client relations specialists to improve resolution and workflow across accounting and financial liaisons.

Responded to inbound calls and emails and conducted outbound follow-up to resolve payout shortages between lessees and dealerships, improving account reconciliation and client satisfaction.

Managed a high volume of incoming calls, routed inquiries to appropriate adjusters and departments, prepared detailed reports and client invoices, and transcribed claims with attention to confidentiality and deadlines.

Provided customer support for payday loans, cheque cashing, and money transfers in a high-volume environment, resolving inquiries and escalations while adhering to compliance policies.

Conducted comprehensive review and reorganization of legacy pension files, archived physical and digital records per retention schedules, and developed metadata to improve retrieval and audit readiness.

Activities and societies: Gained practical experience in business software, scheduling, and leadership; supported transition to electronic records and prepared documentation for scanning and digital conversion.

Diploma in Office Management with advanced coursework in office administration, records management, and team coordination.

Activities and societies: Developed core skills in typing, filing systems, and office communications.

Certificate in Office Management with foundational training in administrative procedures, document preparation, and customer service.

Activities and societies: Participated in extracurricular activities and student events.

Graduated from French-language secondary school.