Customer Service Management

Ekaterina Bublik

*** ********** ******

Windsor, Ontario N9A 1Z8

Telephone: 519-***-****

E-mail: ******.********@*****.***

EDUCATION

Bachelor of Arts, University of Toronto (2007)

Child and Youth Work Diploma with Honors, Humber College (2009)

TRAINING AND CERTIFICATES

Hostels Training Centre Certificate (May 2012)

Youth Issues Training Centre Certificate Program (May 2012)

Certificates in: Understanding and Managing Aggressive Behavior, Conflict

Resolution, Case Management, Motivational Counseling Techniques, Anti-

Racism/Anti-Oppression Introduction,

Defusing Anger, Resistance and Hostility Certificate from Canadian Training

Institute

CPR and First Aid Certified, Level C

Valid G Ontario Driver's License

WHIMIS

KEY SKILLS

10+ Years Customer Service Experience Numeracy

Interpersonal and Communication Work well under pressure and able to

Interviewing and Counseling multitask

Time management and organizational Excellent computer skills (Windows,

Privacy and Confidentiality Microsoft Word, Excel, Power Point,

Typing speed 60-65 words per minute Internet Browser and Email)

Excellent research skills Work well independently with minimal

Sales or no supervision and in a team

Problem solving and decision making environment

Self-motivated and dedicated

Money management/Transaction handling

EMLOYMENT

Covenant House Toronto

Shift Coordinator Mar.2011 - Jan.2013

Work with Youth ages 16-25 with behavioral, emotional, mental health and

substance abuse, family break-down and other personal struggles from

different socio-economic backgrounds.

Supervise 8-12 Case Workers, and up to 94 Youth in house and

Maintenance/Security staff

Train new Case Workers and students

Liaison with Social Workers, Management and HR team, Courts, Police,

Medical Professionals, Crisis team, Fire department, and other community

members/agencies

Oversee safety, security and all aspects of day/evening shift

Experience with crisis/emergency situations

Administer medication according to 5R system and managing medication

records

Process Intake, Discharge, Incident Reports, Abuse Reports, SMIS records

and other related documentation.

Built meaningful relationships with Youth based on trust and communication

Worked independently without supervision

Handle/balance cash at beginning/end of shift

Covenant House Toronto

Case Worker Jan.2009

- Jan.2013

Fulfill the role of a front-line worker including implementing Policies and

Procedures according to Covenant House standards

Support and liaison with Education professionals, Court workers, and other

government institutions

Exercise behaviour management and counselling skills

Exercise crisis intervention strategies when necessary

Client case planning and management

Effectively work as a team member with other Case Workers, Team Leaders,

Supervisors and Healthcare professionals

Carry out intake and discharge procedures (SMIS system)

Maintain client files, including recording accurate information pertaining

to the individualized client plan.

Assist Youth in goal planning towards independent living

Actively participate in Youth advocacy within the agency

Perform and carry out Case Worker and Residential meetings

Plan and carry out various Life Skills groups (Anger Management, Self

Esteem, Cooking, Budgeting)

Supporting clients in daily routines

Cooper Green and Warren Chartered Accountants

Administrative Assistant

Aug. 2006 - Sep. 2007

Prepare and proofread financial statements

Perform bookkeeping tasks using Case Wear program

Prepare invoices

Prepare and proofread correspondence, forms and other documents

Prepare official Canada Revenue forms

Receive and forward telephone and electronic inquiries

Maintain appointment books

Greet and direct clients to appropriate contacts

Prepare and maintain mailing lists and databases

Sort, process and verify applications, receipts and other documents

Process incoming and outgoing mail manually and electronically

Send and receive messages

Order supplies and maintain inventory

Photocopy and collate documents for distribution, mailing and filing

Perform filing and other office duties

Sultan's Tent and Caf Moroc, Toronto ON

Bartender/Server June 2005-Oct. 2010

Carried out sales

Processed cash, credit and debit transactions

Provided specific information about the menu and general restaurant

inquiries

Took and carried out orders

Made alcoholic and non-alcoholic beverages

Worked in partnership with servers and managers

Handle and resolve guest complaints and concerns

Perform opening and closing duties

Performed cash-out at the end of each shift and balanced the till

Canyon Creek Chophouse (SIRCorp), Toronto ON

Hostess Sep 2003-June 2005

Greet and Seat Guests

Carry out strategic seating plans and assist guests with seating

Assist with inquiries and special requests

Handle phone inquiries and reservations

Work in partnership with servers and managers t achieve the highest level

of service

Arrange parties and business meetings

Handle gift certificate purchases

Perform opening and closing duties

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate