Customer Service Manager
Resume:
Cynthia J. Ruby-Lewis
* ******* *****, ****** *****, ON L8J 1M1
905-***-**** **********@*****.***
SKILLS PROFILE
• A self-starter and quick learner providing excellent customer service with the ability to
build, foster and maintain collaborative relationships with clients and service providers
• Excellent ability to multi-task, outstanding organization skills, time management skills
• Ability to function as a member of a team and also independently dealing with multiple
priorities in a complex environment/Detail oriented
• Excellent communication skills and attention to detail practiced at all previous
employment and volunteer opportunities
• Willing and able to learn new tasks quickly/evidence positive attitude
• Problem solving skills at all levels for all stakeholders
• Ability to determine eligibility for programs/services and discharge as necessary
• Respectful of client privacy, autonomy, spiritual, linguistic and cultural differences
• Risk management for client safety in accordance with Mission, Values and Vision of
agency
• “engaging energy and embraces change”
• Teachable – willing to learn and upgrade courses to secure employment
WORK EXPERIENCE
Care/Case Manager, HR Manager, Coordinator June 1997-Nov. 22, 2013
VON, Hamilton
• Familiar/able to use CIMS, Procura, Goldcare Computer systems, RAI CHA assessments
• Developed service plans, goals with clients to address needs
• Completed chart audits to determine quality practices, outlining Key Performance
Indicators (KPI’s), Standard Operating Procedures (SOP’s), and developed Quality
Improvement Plans (QIP’s) to address areas of improvement related to Community
Support Services
• Strategic in successfully marketing a new food delivery system for Meals on Wheels in
2008 with volunteers, management, partnered agency
• Participated on several hiring committees, screening resumes, interviewing and selecting
prime candidates
• Superior communication skills at training and educational events for volunteers, also chair
of volunteer appreciation events for 3 years 2005-2008
• Excellent written communication skills for published newsletters and documentation
/Willingly accepted challenges/ invited challenges – proven with taking on several
different roles/job responsibilities
• Collaborated with all major stakeholders for success in program development
• Supervised student placements at the college, university and high school level (often 15-
20 students per term; supervised over 200 volunteers per week in various programs
• Member of Quality Improvement Team at VON for 5-6 years until 2010
• Board Member of East Hamilton Stoney Creek Health Association for 5 years, with
specific responsibility of raising funds
• Assessed/reassessed/monitored service plans with clients to meet organizational
requirements including LHIN requirements
Meals on Wheels/Congregate Dining/Client Intervention Mar 1989 – Feb 1997
Warden Woods Community Centre, Scarborough
• Planned menus, purchased all foods for both meals on wheels and congregate dining
programs for approximately 40 meals on wheels clients per day and 130 seniors per week
within a budget at a grassroots organization
• Member of Board for Private Recipes –New food delivery service
• Assessed, billed and completed files for above clients
• Successfully implemented a new food service delivery system and contracted the meals on
wheels program to meet public health recommendations
• Assessed clients facing multiple challenges and worked on plan to address those needs
VOLUNTEER EXPERIENCE
• Soybean Marketing Board, Chatham 1980-1982
• Glanbrook Home Support Services 1998-2000
• Community Parish Nursing Committee 1998-2000
• Member of East Hamilton Stoney Creek Health Association 2000-2005
MEMBERSHIPS
• Board Member of East Hamilton Stoney Creek Health Association, 2001-2006
• Member of Hamilton Administrators of Volunteers (HAV) 2000-2012
• Member of Professional Administrators of Volunteer Resources – Ontario (PAVR-O)
2011-2012
• Member of Ontario Community Support Association (OCSA) since 1997
• Member of Communities of Practice for Meal delivery programs (past chair for VON
Canada) 2009-2011
• Member of GoldCare Teleconference/support team/RAI CHA network support since 2012
EDUCATION
B.A.Sc. Applied Human Nutrition Completion, 1983
University of Guelph, Guelph
Honors Volunteer Management Certificate Completion, 2000
Mohawk College, Hamilton
Several other courses over past years
Cynthia J. Ruby-Lewis
**********@*****.***
MAY 23, 2014
Hiring Personnel
I am a learner hence my application with interest for the Customer Service Representative
positions advertised on Indeed.
I have a valid Driver’s License and reliable vehicle. Over many years I have a proven track
record with excellent customer service. Time management skills are superior. Prioritizing
work flow proved this success dealing with competing issues simultaneously. I have always
worked above standard as a team player and individually. I meet deadlines, in fact, staff
would often come to me with “jobs” as they stated knowing I would get the work done.
Communication skills both verbal and written are effective. I am motivated and know how
to motivate others. My leadership abilities are strong and I utilized them directing
students, volunteers and other staff in many scenarios.
I believe I merit favorable consideration and look forward to hearing from you and
arranging a face to face meeting.
Sincerely
Cynthia J. Ruby-Lewis
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