Alice Felicite
CALGARY,AB
Summary
- Bilingual customer service professional with advanced customer care abilities.
- Demonstrated success in making callers feel comfortable and resolving diverse issues.
- Excellent communication and multitasking abilities.
- Proven skills in interpreting conversations and translating documents. High-energy professional with several years of related experience and desire to positively impact service for customers.
- Solid administrative background combined with self-motivated nature.
- Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships.
- Skilled in developing lasting client rapport based on knowledgeable support and consistent service.
- Hardworking employee with customer service, multitasking, and time management abilities.
- Devoted to giving every customer a positive and memorable experience.
- Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings.
- Seeking entry-level opportunities to enhance abilities while contributing to company growth.
- Experienced in fast-paced environments and adaptable to last-minute changes.
- Thrives under pressure and consistently earns high marks for work quality and speed.
- Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
- Detail-oriented and able to learn new concepts quickly.
- Intends to develop professional work experience utilizing excellent communication and time management skills.
Overview
19
19
years of professional experience
Work History
Life Skills Coach, Alternative Talk Therapist & Counselor
Self Employed
Calgary
01.2011 - Current
- Modeled positive behavior skills as well as good problem-solving and relationship-building abilities to improve clients' social integration
- Customized strategies based on individuals' goals and strengths and offered each positive reinforcement to continue progress against goals
- Supported people in building multi-faceted skillset to promote independence and self-confidence
- Helped clients to identify challenges and set goals
- Intervened in crisis situations to provide counseling and support
- Helped to integrate clients in local community by teaching important social and work-related skills
- Maintained detailed, confidential client files
- Administered medications and helped clients set reminders to learn how to take important medications according to schedule
- Facilitated sessions in person and over phone
- Coached clients through difficult life circumstances
- Provided support to social service clients in navigating available resources
Bilingual English / French Customer Service Representative
H&R Block
Ave NW
01.2009 - 12.2010
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish
- Assisted customers with Spanish-language inquiries in a timely and professional manner
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Provided language translation services for customer service inquiries
- Communicated with management when customer issues escalated and worked to find resolutions
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers
- Met customer service objectives by providing superior customer service to English and French speaking customers
- Met all call quality standards and daily quotas for first-call resolution
- Responded to customer calls and emails to answer questions about products and services
- Maintained and managed customer files and databases
- Translated documents, forms and other materials from English to French
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Personal Support Worker
Supported Lifestyles
CALGARY, AB
01.2008 - 12.2009
- Assisted clients with daily activities such as bathing, dressing, and grooming.
- Provided companionship to isolated or lonely clients by engaging in conversation and accompanying them on outings.
- Collaborated with interdisciplinary team members to develop care plans for individual patients.
- Educated families about the patient's condition and provided support during difficult times.
- Monitored changes in client behavior and reported any concerns to nursing staff.
- Prepared meals according to dietary needs of individuals served.
- Encouraged clients to participate in recreational activities such as reading, playing games, and socializing with others.
- Administered medications according to physician's orders and monitored responses to treatment regimens.
- Maintained a safe environment for clients by ensuring all equipment is properly stored when not in use.
- Provided personal hygiene assistance including oral care, shampooing hair, changing bed linens.
- Assessed physical condition of patients and identified health problems requiring further medical intervention.
- Responded promptly to emergency situations involving clients' safety or well-being.
- Observed clinical conditions of patients while providing direct patient care services.
- Developed positive relationships with patients by demonstrating empathy and respect for their needs.
- Performed light housekeeping duties such as laundry services for residents.
- Ensured that all necessary supplies are available for providing quality patient care.
- Provided emotional support for terminally ill patients and their families.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Engaged with patients and families to provide emotional support and daily living instruction.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Followed care plan and directions to administer medications.
- Assisted clients with maintaining good personal hygiene.
- Built strong and trusting rapport with clients and loved ones.
- Consulted with client care team to continually update care plans.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Instructed family members on how to provide bedside care.
Bilingual English / French Customer Service Representative
Neteller
Ave NE
01.2006 - 12.2008
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers
- Maintained and managed customer files and databases
- Developed a deep understanding of customer service principles and customer service best practices
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Investigated and resolved accounting, service and delivery concerns
- Promoted available products and services to customers during service, account management, and order calls
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Increased efficiency and team productivity by promoting operational best practices
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
Education
Subconscious Restructuring for Mental Health – CERIFICATE -
01.2014
SOCIAL WORK - MULTIDSCIPLINARY - SOCIAL STUDIES -CERIFICATES -
LAVAL UNIVERSITY
QUEBEC, QC01.2005
Skills
- Problem-Solving Skills
- Goal Setting
- Life Skills Counseling
- Social Behaviors
- Active Listening Skills
- Networking strategies
- Motivating clients
- Client documentation
- Negotiation
- Life skills counseling
- Problem-solving skills
- Facilitating change
- Identifying client goals
- Health counseling
- Problem-solving abilities
- Psycho-social assessments
- Problem-solving aptitude
- Professionalism
- Crisis Management
- Reliability
- Community Outreach
- Multitasking
- Interdisciplinary teamwork
- Counseling techniques
- Individual Counseling
- Conflict Resolution
- Behavioral Management
Timeline
Life Skills Coach, Alternative Talk Therapist & Counselor
Self Employed
01.2011 - Current
Bilingual English / French Customer Service Representative
H&R Block
01.2009 - 12.2010
Personal Support Worker
Supported Lifestyles
01.2008 - 12.2009
Bilingual English / French Customer Service Representative
Neteller
01.2006 - 12.2008
Subconscious Restructuring for Mental Health – CERIFICATE -
SOCIAL WORK - MULTIDSCIPLINARY - SOCIAL STUDIES -CERIFICATES -
LAVAL UNIVERSITY
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