Joyce Nyamu

About the Candidate

JOYCE NYAMU

joycenyamu@gmail.com

647-405-0477

PROFILE:

As an effective project manager with 5+ years of client-satisfying experience, I am  seeking a role within a non-profit that will utilize my skills and experience in improving service delivery, identifying opportunities for process improvement, and my resourcefulness at finding solutions that align with an organization’s mission and values.

WORK EXPERIENCE

Bilingual Virtual Learning Producer – Canadian Medical Protective Association (CMPA)-Ottawa,ON. August 2023 to present

• Supported the Physician Advisors with the delivery of virtual events, including early set-up, welcoming participants, facilitating online chats, technical support, and coordinating polling, whiteboard activities, and breakout rooms.
• Provided comprehensive pre- and post-session planning support for the delivery of virtual educational products, including determining size, and format, and developing event production scripts, responding to participant questions and event closeout.
• Contributed to the development and update of new and existing processes, procedures and guidelines that support virtual product delivery and activities.
• Ensured consistency and compliance with corporate policies, by leveraging departmental and corporate technologies.

Accreditation Program Coordinator – Canadian Architectural Certification Board (CACB) Ottawa, ON. Nov 2021 to July 2023

• Acted as lead for Accreditation program to guide member universities through the accreditation process, gain feedback, and implement policy and procedure improvements.
• Participated on the 2022 Accreditation Conference Planning Committee and acted as a group discussion leader to help focus discussions, planned and coordinated branded materials, negotiated all audiovisual and translation requirements for over 150 delegates, and facilitated student volunteer training to ensure their high level of engagement to ensure smooth running of the conference.
• Conducted data analysis which enabled the publication of CACB’s statistical accreditation research report.
• Validated data consistency and reliability for research initiatives in architectural education in Canada.
• Synthesized all the ideas contributed by the Training Committee, and crafted the Hybrid Accreditation Visit Agenda, which was presented to, and approved by the Board.
• Efficiently executed accreditation visits and annual reporting for all 12 accredited architecture schools in Canada, and facilitated training for the schools and 40+ practising architects.
• Strengthened volunteer dynamics by building relationships, and regularly gathering feedback for improved recruitment, engagement, training, and recognition of volunteers’ time and efforts.
• Thoroughly vetted the volunteer roster to ensure it was up-to-date, and introduced a new system to track retired volunteers.
• Contributed to the Writing Committee and helped to develop the framework for the hybrid accreditation visit.
• Extensively tested and improved the organization’s online report submission platform to gain the confidence of all 12 architecture schools.
• Identified errors in past reports and helped to assure data consistency in accreditation reports.
• Prepared manuals, guides and training workshops, to ensure standardization of the school’s submissions for their accreditation visits.

Translation Project Manager – Council of Ministers of Education (CMEC) – Toronto, ON.  December 2019 to June 2021

• Triaged all translation and copy-editing requests to delegate to the appropriate and specialized resource
• Effectively managed workload of translators and copy editors to meet project deadlines, and helped the team adapt to working remotely at the start of the pandemic.
• Improved client relationships through open and consistent communications and project updates.
• Ensured all documents were complete and ready for copy-editing and/or translation by conducting thorough initial review.
• Tracked translation and copy-editing requests sent out to external vendors, and ensured correct and timely payment was received for all invoices.
• Maintained the organization’s translation database and educated clients on service level expectations.

Recruitment and Performance Coordinator – MCIS Language Solutions – Toronto, ON.  March to December 2019

• Conducted Quality Control of new Interpreter Management System and proposed method for smooth transition of database.
• Produced management reports that contributed to the organization’s strategic plan.
• Acted as escalation point for interpreters and clients, and supervised interpreters to resolve service issues.
• Monitored client feedback and language industry trends to adapt marketing initiatives and service deliverables to market demand.
• Edited all reports, memos, and newsletters issued by Vendor Management

Account Management Specialist – Equitable Bank – Toronto, ON. March 2018 to March 2019

• Provided proactive account management services including regulatory follow-up, fraud monitoring and fraud resolution management.
• Proposed and coordinated a schedule for 20 call center agents to plan for breaks, lunch, meetings, and cover absences.
• Maintained the call centre’s standard operating procedures and went above and beyond the job requirements to ensure customer satisfaction.
• Drafted new agent training manuals for all incoming staff to ensure standardization of onboarding experience of new team members.
• Acted as first level contact for escalations and complaints.
• Resolved an average of 30 customer inquiries per day by identifying the root causes of problems and taking the appropriate corrective action which improved the customer experience.

Financial Reporting Analyst – Equitable Bank – Toronto, ON.  March 2017 to March 2018

• Analyzed operational and statistical data (including ETL) using SQL, IBM Cognos, Tableau and Microsoft Excel.
• Prepared daily, weekly, monthly and quarterly financial reports to facilitate business process management.
• Supported implementation of reporting changes for each new product.