Customer Service Development Program

Althea Paul-Smith

Cambridge, Ontario ***************@*****.*** 647-***-****

SUMMARY OF QUALIFICATIONS

Passionate, empathetic, and person-centered professional; well-versed in supporting marginalized individuals in crisis through Social Work education and experiences; with a passion for helping others in the local community

Consistently demonstrates high-quality customer service and adaptability, through exceptional interpersonal, communication, and relationship building when assisting diverse individuals with complex needs

Highly organized in high-volume settings, completing competing and various administrative tasks effectively

Remain calm and composed to facilitate uncomfortable conversations and manage stressful situations with diplomacy and respect to defuse and support individuals, while maintaining confidentiality and sensitive materials

Confident in analyzing, discussing, detecting, observing, and solving difficult social issues and problems

Proven track record of advocacy and successfully liaising individuals with agencies or supportive practices

Possesses a valid G license with a clean driving abstract and clear Vulnerable Sector screening

EDUCATION & TRAINING

Social Work Degree, Laurentian University, Remote Learning 2024

Specialization in Indigenous Studies, with a minor in Gerontology

Police Foundations Diploma, Algonquin College, Ottawa, Ontario 2019

Introduction to Legal Office Practice and Procedures, Algonquin College, Ottawa, Ontario 2017

Career Development Program, Conestoga College, Cambridge, Ontario 2010

Sexual Assault / Rape Crisis Certificate, Crisis Centre of Peel, Mississauga, Ontario 2003

Child Psychology Diploma, ICS Canada, Mississauga, Ontario 2002

PROFESSIONAL EXPERIENCE

Family Mentor, Family and Children Society, Region of Waterloo 2024-Present

Provide one-to-one support for individuals and families to help build social skills, self-esteem, and resilience

Assist parents/caregivers and families with daily tasks and help meet their goals

Volunteer, Rhythm & Blues, Cambridge, Ontario 2024-Present

Support and promote the Black community by gathering together to explore our rich and diverse history

Build relationships and resources to support the Black experience

Encourage and promote a safe space to empower, inform, and inspire all individuals within the Black community

Volunteer, YMCA - English Conversation Circles, Cambridge, Ontario 2023-Present

Facilitate weekly English conversation sessions during the summer to promote learning and connectivity for newcomers and individuals who want to improve their English language skills

Conduct research and arrange the subject matter

Establish an environment that is welcoming, inclusive, safe, and non-judgmental

Ensure the confidentiality of participant information

Shelter Volunteer, Cambridge Shelter 2022-Present

Provide essential services to individuals and families experiencing homelessness

Assist in kitchen and serving individuals, develop rapport, and build an inclusive environment for everyone

Althea Paul-Smith

Cambridge, Ontario ***************@*****.*** 647-***-****

PROFESSIONAL EXPERIENCE (continued)

Intern Student (Co-Op), Grandmother’s Voice, Virtual Practicum 2023

Contributed to the mission of revitalizing ancestral traditions and empowering communities by attending

in-person and virtual events, while sharing ideas, skills, and knowledge to contribute to “Grandmother’s Voice”

Collaborated with Elders, administrative and team members to connect and engage in cross-cultural dialogue

for holistic well-being

Participated in cultural humility training, self-care, health and wellness events/retreats, and environmental care and stewardship

Updated spreadsheet and assisted with email invites and grant proposals

Settlement Assistant (Co-Op), Kitchener-Waterloo Multicultural Centre 2023

Promoted networking and outreach activities within the community to engage in projects, events, and

services to support the settlement of individuals into the Kitchener-Waterloo area

Engaged in intake conversations during needs assessments to establish settlement applications

and adaptation services that meet client goals

Documented client records according to funding expectations and privacy standards

Facilitated group activities to help build partnerships with outside organizations

Recorded statistics and relevant information to prepare documents to uphold accountability in achieving funding metrics

Daycare Provider, Uncut Diamonds Daycare Centre 2016-2019

Provided a supportive and loving environment for children to safely play and explore their surroundings

and develop strong relationships and connections with others

Facilitated creative programs to assist children in achieving developmental milestones

Encouraged children to consume healthy food options within a clean kitchen environment

Composed receipts and reports on payments received and the overall behaviour of each child to share

with the Supervisor and parents regularly

Performed a variety of administrative tasks, including data entry in spreadsheets, report writing, and filing

Volunteer Crisis Responder, Victim Services of Waterloo Region 2010-2011

Acted as a supportive contact for victims of crimes or traumatic circumstances by listening to their needs

and suggesting appropriate community referrals

Demonstrated effective counselling techniques to educate others on coping strategies

Participated in crisis training, with a focus on strategies for supporting clients in a crisis

Volunteer Probation Officer, A Community for Offender Reconciliation & Diversion (ACORD) 2010-2011

Demonstrated effective listening skills to offenders in the community to support the efforts of a

Probation Officer to assist others in developing positive social and life skills

Educated the community on alternatives to incarceration to reduce the social stigma of being

associated with offenders and probation activities

Friendly Visitor Volunteer: Palliative/Rehab/Oncology, Cambridge Memorial Hospital 2009-2010

Visited hospital residents weekly by socializing or playing games to increase their overall well-being

and sense of positivity within a warm and caring atmosphere

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