Customer Service Staff

SANDI CIFUENTES

** **** ******, *******, *******

416-***-**** (H)

416-***-**** (C)

***********@******.***

OBJECTIVE

To secure a full time position in an environment in which I could further

enhance my knowledge and utilize my extensive customer service experience

WORKING EXPERIENCE

Permit Assistant, Customer Service

City of Toronto

March 2008 - Present

Assisting a permit officer in issuing permits for the City of Toronto's

Stadiums; conducting customer searches for dates/times of availability,

issuing and finalizing permits, processing and collecting payment for

rentals of the City sports complexes. Currently, I am the Liaison for the

Toronto Catholic School Board and the Toronto District School Board where I

issue permits for any City of Toronto facilities that are required by the

School Boards for the year.

Permit Monitor Supervisor, Customer Service

May 2005 -Present, Customer Service

City of Toronto

March 2008 - Present

Currently supervising a staff of 5 representatives within the Customer

Service Department. In this role, I've implemented, and approved by my

Supervisor, the permit "Monitor Program. Ensuring that the staff are up to

date with the program and provide all necessary training to obtain the

qualifications of the "Monitor Program". Through this program, I manage on

a regular basis that all parks/sports fields throughout the program are

monitored and inspected on a regular basis. I am responsible for the

preparation of scheduling weekly work hours and areas of monitoring for the

staff and ensuring submission of the staff's pay sheet to the payroll

department. Responsible for the co-ordination of any necessary meetings

with City of Toronto's parks supervisors and managers to

discuss/communicate and update them on how the program is assisting the

needs of the Citizens of Toronto that utilize the parks and sports fields.

Customer Service Representative, Customer Service

City of Toronto

January 1999 to Present

Working in a call centre where I respond to incoming calls from

customers/potential customers participating or interested in any of the

City of Toronto's recreational programs which also may include assisting

customers with any account changes, processing payments, inquiries or

addressing any complaints they may require and run a daily cash balance

report at the end of every shift. In this current position is where I

utilize many of my customer service skills.

Children's Program Coordinator

City of Toronto

February 2004 to Present

My role and responsibility is to cover the position of a full time

Community Recreation Programmer in her absence ensuring that the community

Centre is maintained clean and presentable for the entire day. Also,

Supervise anywhere from 2-12 staff; ensuring that the staff is offering a

safe environment and quality program for the participants in any of the

recreational programs they are enrolled in. Offer front line customer

service; register them in any of the programs, process payments, process

payment through POS system, answer all in person or on phone customer

inquiries, photocopy any forms/activities needed by the staff, print class

attendance sheets, print out a daily cash report at the end of my shift and

preparing a deposit if needed.

Administrative Assistant (1 year contract)

City of Toronto

December 2005 to December 2006

This job had three main components:

-Customer Service

-Records Management

-Administrative Support

Customer Service was provided in person and on the phone to the public and

approximately 20 members of internal section staff, on a daily basis.

Records Management involved about 30% of the job. I maintained a Forms

System ensuring an adequate supply was maintained of all forms for the

staff at the Region

Office and its six satellite locations. Working with the Administrative

Assistant, we had established a resource binder which provided a library of

documents that had been or were provided to the public via our office.

Another component of records managing was the recording and detailing of

DPO's, Print Requisitions and Stores Requisitions via an excel listing that

was updated with details as required.

The third factor of this job was the administration support. Ranging from

registration (on the Class System) cash handling, requisitioning of

supplies and miscellaneous tasks as assigned. It was varied and

challenging. Drafted and distributed correspondence in memorandum, letter,

report and emails utilizing Microsoft Word, Excel and GroupWise provided

cover for other clerical staff as required. Coordinated meetings, attended

meetings and recorded minutes, received and distributed mail.

Tiny Tots Program Supervisor

Parent and Toddler Program Supervisor

Preschool Singing Program Instructor

March Break Camp Leader-Spring 2006

Summer Kinder Camp Location Supervisor-Summer 2008

City of Toronto

In these positions, the work involved program planning, organizing and the

actual daily operation of various children's programs offered in a

community recreation centre environment. The program planning process

involves identifying children's activities appropriate to age groups to

further develop motor and social skills through crafts, play and

interaction with other children. When operating daily programs, I ensured

activities offered to young children from a variety of ethnic backgrounds,

provided opportunities for interaction. This meant using my skills of

patience, organization and communication. Ensuring that the programs were

organized involved several tasks which included planning for sessions, and

ensuring equipment and play modules in the program area were in place.

Specific Experiences/Skills

1. Over 5 years of experience supervising staff

2. Possess Over 15 years of excellent customer service experience and

administrative experience

3. Bilingual - fluent in speaking, writing and reading in Spanish 15 and

english

4. Flexible to work evening hours when required

1. Excellent interpersonal and intrapersonal skills

5. Exemplary leadership skills

1. Ability to work effectively with other employees in a team oriented

environment

2. Superb communication skills both verbally and in writing using

GroupWise, letters, in-person, and by phone

3. Ability to respond to inquiries to the staff and general public

4. Ample experience and knowledge with cash handling policies and

procedures

5. Experience receiving payment, issuing receipts, processing and

completing daily cash balance reports

6. Experience in preparing and formatting reports and correspondence

7. Strong ability to exercise good judgment when dealing with the members

of the public in public relations, media, and all levels of staff

including elected officials and remain tactful, diplomatic, courteous

and maintain composure at all times under varying situations

8. Excellent conflict resolution and problem solving skills which allows

me to maintain and create cooperative working environments with staff,

the public, and other personnel

9. Excellent multitasking skills

1. Excellent time management and organizational skills which includes

attention to detail, ability to prioritize, carry out instructions,

meet deadlines even under pressure with minimal or no supervision

EDUCATION AND CERTIFICATION

Valid G Drivers License

Early Childhood Assistant Diploma

OSSD Diploma-Madonna Catholic Secondary School

Graduated and received my diploma (1990)

Standard First Aid and CPR "C"

POS point of sale training

Health and Safety

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