Nicole G

I’m an administrative operations coordinator with 20+ years of experience supporting fast-paced teams across customer service, full-cycle recruiting, scheduling, and operations coordination. I’m known for strong follow-through, process improvement, and delivering exceptional service when multitasking matters.

In my most recent role as Program Manager, Housing Services with the Canadian Mental Health Association (CMHA), I served as the first point of contact for tenants and prospective clients by phone and email—resolving inquiries and maintaining accurate records in CRM and case management systems. I also led full-cycle recruiting for program staff, from writing and posting job descriptions to sourcing, screening, and coordinating interviews with hiring managers.

Operationally, I coordinated schedules and staff assignments across a team of 29 to keep daily coverage running smoothly as the program scaled. I helped grow the housing portfolio from 168 to 800+ units, managed a $10M budget, reduced tenant arrears by 20% year-over-year through improved tracking and communication, and increased tenant tenure to 90% through consistent, high-quality service.

I’ve also driven meaningful efficiencies by restructuring staffing and internal processes—cutting annual legal costs by over $100K and improving operational efficiency. Alongside my experience, I’m certified in Project Management Fundamentals, Mental Health First Aid, Crisis Intervention & Suicide Assessment, and Housing Regulations (RTA, RGI), and I’m comfortable working independently with immediate availability for 100% remote roles.