SKILLS
● Customer Service Management
● Coaching & Mentorship
● Project Coordination
● Social Media Management
● Problem Solving & Adaptability
● Collaborative & Inclusive
● Strong Communication Skills
● Self-Motivated & Autonomous
● Technical Skills: Proficient in Microsoft
Office Suite, Salesforce, and Social
Studio, with a solid understanding of
digital tools and platforms.
● Bilingual: Fluent in English and
Advanced French
WORK EXPERIENCE
VITAC CANADA (MONTREAL, QC) and VITAC US (Remote)
Realtime Captioner (News, Sports, Weather, Education, Politics, Talk Shows)
October 2021 – Present
● Produce real-time captions for live broadcasts, implementing tactics to achieve 98%+
accuracy across diverse programming such as news, sports, education, and politics, in
compliance with ADA and CRTC standards.
● Simultaneously repeat and interpret the words heard in a coherent manner and structure
the statement using punctuation
● Conduct in-depth research to prepare for specific subjects and terminology, ensuring
seamless captioning of complex topics.
● Report and collaborate with technical support teams to resolve issues promptly,
minimizing downtime and ensuring continuous broadcast quality.
● Review and correct transcriptions for accuracy, ensuring continuous improvement and
maintaining production quality throughout live programming.
DESTA BLACK COMMUNITY NETWORK - Montreal, QC
Entrepreneurship Program Coordinator
February 2022 – October 2023
● Led the development and management of entrepreneurial programming, positively
impacting over 50 aspiring entrepreneurs annually.
● Co-facilitated the Black Entrepreneurship Business Readiness Bootcamp, guiding
cohorts of 10+ participants through actionable business readiness strategies.
● Utilized the GrowthWheel Coaching model to provide personalized coaching to current
and aspiring entrepreneurs, helping them achieve business goals.
● Conducted regular surveys and feedback analysis, refining and improving programming
based on participant needs and outcomes.
● Collaborated cross-functionally with Justice, Employment, and Food programs to ensure
holistic support for entrepreneurs.
CONTRACTED WORKSHOP FACILITATOR - Montreal, QC
Instagram Live Workshop Facilitator and Trainer (ACDPN)
November 2022 – December 2022
● Developed and delivered 8 hour-long Instagram Live workshops focused on self-care and
mental wellness, improving engagement among a target demographic of girls in group
homes and women recovering from abuse.
● Researched key topics related to self-care to ensure content relevance and practical
application for the target audience.
● Organized and created slides and materials for each session, ensuring clarity and
accessibility for participants.
● Trained staff on how to transition in-person workshops to engaging, interactive Instagram
Live formats, increasing audience participation by 40%.
ALDO GROUP HEAD OFFICE - Montreal, QC
Customer Service and Social Media Manager
July 2017 – August 2020
● Managed and coached a team of 18-22 Customer Service Experts, achieving a 95%+
customer satisfaction rate and exceeding KPIs consistently. (5-time Club Elite Winner)
● Led the development of customer service initiatives, including a successful Customer
Callback Program, which reduced resolution times by 30%.
● Acted as the key liaison between the Customer Service and Operations
Management/Social Media departments, ensuring seamless communication and
operations.
● Monitored and resolv...
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