DELPHINE FRANKLYN

***-* ************* ** ********, ON L6T3X6 acri5k@r.postjobfree.com 416-***-****

Qualifications Summary

Over 10 years of Customer Service experience. Areas of expertise include conflict resolution, sales & up selling, and customer retention. Proven ability to handle difficult customer interactions with tact and diplomacy, meet company’s goals and objectives. Detailed oriented with strong problem-solving, professional communication, interpersonal and teamwork skills.

Flexible, versatile, reliable and competent with the ability to effectively work with members of any culture. Thrive in deadline-driven environments and possess a talent for identifying customers’ needs and presenting appropriate company products and services.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook) & Internet navigation.

Professional Experience

Office Assistant Manager/ Customer Service

Giant Leap Child Care Inc 2012-2014

●Greeting clients upon arrival to and from the center

●Answering customers questions and concerns

●Maintained Confidentiality on clients document according to company policy

●Ability to interface and communicate effectively in assessing customer needs

●Assisted clients in exploring their options and developed action plans to meet their needs

●Provide direction in guidance to customer of individuals with disabilities

●Review company guide

Worker Special Need Instructor A.D.A.P.T. Program/ Outreach

City Of Brampton 2006-2010

●Assist with weekly program planning, implementing and evaluating program to maintain a high profile of service

●Assist with weekly field trip with clients in the community

●Assisting client in mobile abilities in communities actives

●Guiding clients to safety in the event of an emergency, an administering first aid if necessary

●Assisting clients in taking their medication when needed

●Adhere to Confidentiality guideline as it pertain to the program and the participants

Program Coordinator/ Outreach Worker

Dixie-Bloor Neighborhood Community Center 2004-2006

●Preparing and processed new intake

●Assist with develop weekly programing plans for the children/youth

●Work with clients to identify required changes in their personal outcome file and adjusted accordingly the changes and then communicated necessary changes to development team for implementation

●Conducted one-on-one and phone interviews as well as leading focus group discussions

●Maintained documentation on all clients according to agency policy and also support clients getting resources available in the community

Volunteer Experience

Dixie Bloor Community Center- Mississauga, Ontario 2013 - 2014

Community Outreach/Family Relations Assistant

YMCA - Mississauga, Ontario 2012 - 2013

Y.E.S.S. Youth Program

YMCA - Brampton, Ontario 1999 - 2012

Child Care- Infant Room

North Peel S.S - Brampton, Ontario 1996 - 1999

Volunteer Coordinator School Fashion Show

Education and Training

Social Service Worker York University, Containing – Toronto, Ontario

Community Worker Outreach & Development Sheridan College – Brampton, Ontario

O.S.S.D. North Peel Secondary School – Brampton, Ontario

*References Available Upon Request*

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