ISIS WILLIAMS

Toronto, ON adwztu@r.postjobfree.com 437-***-****

OBJECTIVE

A non-judgemental and compassionate individual seeking a position where I can combine my skills and knowledge I’ve gained through my lived experience and professional career into a more client-centered role.

SKILLS

•Strong organizational and conflict resolution skills

•Experienced in ensuring confidentiality and boundaries are maintained on client and agency matters

•Extensive knowledge of community resources and making referrals based on individual needs

•Dedicated to professional and personal development

•Excellent time management skills in meeting deadlines and ensuring documentation is completed accurately

•Ability to think critically and solve complex problems

•Very adaptable, patient and able to work in a high stress work environment

•Highly organized and supportive individual

•Proficient in MS Office Suite, internet and other applications used for research and maintenance of official records

HIGHLIGHTS

Customer Interface

•Greeted clients upon arrival and handled all complaints and concerns

•Assisted clients over the phone regarding inquiries, questions and concerns

•Participate in the provision of family education/ intervention supports and programming

•Provide support to clients with job search/employment skills development

•Assist clients in accessing education upgrading and skills development

•Provide community and residential group instruction and independent living skills programming to clients

•Assist clients in the development of empowerment in the recovery process, through self-directed recovery choices

Communication

•Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.

•Being calm and consistent. Remaining calm when communicating with others in the workplace.

•Maintaining consistent body language and keeping an even tone of voice can help to reach a conclusion peacefully and productively.

Conflict Resolution

•Responsible for accurately providing information to ensure resolution of service complaints and ensure client satisfaction.

•Recognizing triggers to episodes of conflict

•An effort to understand the perspective and concerns of the individual or group and come to a mutual agreement to address issues and find some resolution.

•Identifying changes in attitude, behaviour, and approaches to work with individual and/or both sides that will lessen negative feelings.

•Maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client

WORK EXPERIENCE

Customer Service Contact Center Representative

CIBC – Toronto, ON

July 2022 - Present

Housing Support/Peer Support Worker

Parkdale Activity Recreational Centre – Toronto, ON

March 2020 – July 2022

Receptionist/Administrative Assistant

Parkdale Activity Recreation Centre - Toronto, ON

August 2019 to April 2020

Customer Service Representative/Cashier (Seasonal)

LCBO - Toronto, ON

October 2019 to January 2020

Retail Assistant Manager (Seasonal)

Spirit Halloween Superstore - Toronto, ON

August 2019 to November 2019

Parts and Service Advisor/Receptionist

PAE Cars - North York, ON

February 2019 to August 2019

Customer Service Representative/Cashier (Seasonal)

LCBO - Toronto, ON

October 2017 to January 2018

Client Specialist

Cash Money Cheque Cashing Inc. - Toronto, ON July 2014 to August 2017

Sales Associate/Cashier

Party City - Etobicoke, ON

September 2012 to September 2014

Customer Service Representative

Great Connections (TTC) – Toronto, ON

October 2013 – March 2014

EDUCATION

Diploma – Working in Shelter Systems

Centennial College – Toronto, Ontario ‘20 to ‘21

Advanced Diploma with Honors in Business Administration - Human Resources and Marketing

triOS College - Scarborough, ON February ’18

Certification in Business Entrepreneur

Centennial College - Scarborough, ON ‘13

CERTIFICATIONS AND LICENSES

Worker Health and Safety Awareness in 4 Steps October 2017 to Present

First Aid & CPR Level C December 2019 to December 2022

References upon Request

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