William M.

Samuel
211-2380 Baseline Road
Ottawa, ON K2C 3J4
Phone: 613-302-9455
Email: willsamuel@rogers.com

Summary of Skills
Proven quality in research methodology
Ten years customer service experience
Solid Communicator with experience in new/social
media
Empathetic and understanding to people’s needs
Level II – Secret Clearance (#95396966) to 2020
Culturally sensitive with advanced understanding
of cultural and individual needs
Some budgeting/accounting experience
Able to type at 70wpm at 90-100% accuracy
Understanding of a number of computer programs
Adaptable, quick learning and friendly

Education
BA. Hons., Anthropology with a minor in History
Honours Thesis: Being Mé(tis)
General Arts and Science Diploma
General Arts and Science Pre-Media Certificate
Carleton University, Ottawa ON (2010)
Algonquin College, Ottawa ON (2006)
Algonquin College, Ottawa ON (2005)

Other Certifications
Accessibility for Ontarians with Disabilities Carleton University (2010)

Employment Experience

Research Assistant
Canadian Development Consultants International Inc., Ottawa ON
January 2011 – April 2011 (Contract)
o Worked with research team to help them fulfill their contract requirements
o Arranged for travel and accommodation for regional VP to travel to and from Vancouver
o Ordered both office and contract supplies as well tracking the expenses thereof
o Maintained a comprehensive filing system that included both hardcopy and softcopy systems
o Budgeted for a contract on a tight deadline to spend no more than $1100.00 for remaining
supplies and negotiated to purchase all items requested
o Drew up expense reports for management team, researchers and petty cash
o Handled both petty cash and incoming cheque deposits for the company and researchers

Resume and Cover Reviewer/Mock Interviewer

Career Development and Cooperative Education Centre, Carleton University, Ottawa ON
September 2009 – April 2010
o Proofread resumes and cover letters for undergraduates while offering corrections and tips
o Familiar with the three conventional resume designs and curriculum vitae writing style
o Conducted mock interviews for undergraduates while offering tips on how to be successful
o Researched non-one-to-one graduate degree options through internal database and created
new pages with Adobe Contribute with same look and feel as existing university web pages
Peer Tutor/Proctor and Scribe
Algonquin College Counselling Services, Ottawa ON
February 2005 – July 2007
o Proofread essays and assignments while offering advice on style and corrections
o Reviewed assignments to help students understand the requirements and goals clearly
o Assisted disabled students with exams/tests by reading questions and writing down their
answers in their own words

Customer Service Representative

Canada Post Corporation, Ottawa ON
September 2003 – December 2003 (contract)
o Responded to incoming phone calls to both track packages and arrange for business shipping
with a high level of customer service while maintaining exceptional metrics

Technical Support Representative/Customer Service Representative

Convergys Customer Management Canada / Taima Corporation, Ottawa ON
July 2000 – July 2003
o Handled incoming phone calls, chat requests and emails about customer and technical support
o Generated clear and concise notes using Remedy
o Assisted fellow technical support representatives with advanced technical resolutions
o Reconciled a number of escalations from peers with difficult or angry customers
o Facilitated one-on-one and group training about how to lower talk times and increase customer
service responses / quality assurance or how to write clearer remedy notes

Volunteer Experience

Social Media Guru

Clive Doucet for Mayor Campaign, Ottawa ON
September 2010 – October 2010
o Utilized both Facebook and Twitter to spread messages from the candidate and his platform
o Announced candidate schedule online to help encourage public interest
o Monitored news media about the candidate and redistributed information
o Opened new channels of dialogue between candidate and the public using social networks
including the first and only mayoral candidate to host dedicated live online chat sessions with
voting public (#AskClive on Twitter)

Event Volunteer
Career Development & Co-Operative Education, Carleton University, Ottawa ON
September 2009 – April 2010
o Supported co-ordinator with set up, tear down and guidance to other event volunteers with
tasks to accomplish
o Answered questions from recruiters/employers, faculty, administration and students whom
visited the career fair

Co-Founding Member/Volunteer Founder/Volunteer

X-Camera, Ottawa ON Food for Thought, Ottawa ON
January 2005 – June 2006 October 2004 – March 2005