Anca Melania Dura
Brossard,QC
Summary
I am motivated, creative, adaptable, hardworking, detail oriented and passionate about my work. I speak 4 languages, am tech savvy and eager to learn. My studies gave me a comprehensive knowledge of social issues and systems affecting marginalized communities. Collaborative and analytical, I excel at building strategic partnerships, advocating for clients, increasing service visibility and promoting positive changes in our communities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sensitization Agent and Psychosocial Intervention Agent
Pavillon Marguerite de Champlain
09.2021 - 05.2023
- Conducted workshops & sensitization campaigns in schools and communities to raise awareness about partner violence and family violence, including: “XOX Project”, “Quand on s´aime, on s´aime égal”, les 12 jours d´action contre les violences faites aux femmes, & la Marche Mondiale des Femmes.
- Supported the team by handling phone calls, evaluating homicide risks, conducting intakes, assisting in meetings, taking notes, preparing reports, translating from Spanish, providing babysitting services, facilitating group activities, delivering workshops on partner violence, and assisting in training sessions on C-PTSD.
- Designed visually impactful posters, postal cards, and images using "Canvas" for various sensitization and prevention campaigns.
- Created an outreach portfolio with evaluation tools for presentations delivered to high schools, CEGEPs, & non-profit organizations.
- Represented the organization in over 10 committees and tables.
- Generated and posted compelling content on social media platforms including Facebook, Instagram, Twitter & TikTok, to raise awareness about partner violence.
- Provided psychosocial support to women and children residing in the shelter, offering informal interventions, assisting with form completion & psychological support.
- Developed relationships with various resources such as CISSS, DPJ, and CAVAC to ensure effective collaboration and access to necessary support services.
Digital TechService Specialist and Easyline Customer Service Representative
TD Canada Trust Bank
08.2020 - 10.2020
- Provided exceptional customer service by assisting customers over the phone and addressing their questions and concerns promptly and professionally.
- Handled various customer requests such as bank transfers, refunds, checking order statuses, and updating customer profiles, ensuring accuracy and efficiency in processing these transactions.
- Troubleshooting technical issues related to TD Mobile App and EasyWeb, assisting customers navigating the digital platforms.
- Maintained strong knowledge of TD Bank's products, services, and policies to provide accurate information to customers and guide them in making informed decisions.
- Exhibited excellent communication skills, actively listening to customers' needs and providing clear and concise information and instructions.
- Collaborated with other team members and departments to resolve complex customer issues, escalating matters when necessary to ensure timely and satisfactory resolution.
- Managed high volume of customer interactions (over 50 calls per day) while maintaining a professional and courteous demeanor.
- Adhered to TD Bank's policies, procedures, and compliance guidelines to ensure the security, confidentiality & loyalty of customers.
Sales Representative Team Leader
Dynamite
10.2019 - 07.2020
- Acted as the primary point of contact for customers, providing exceptional customer service and assisting them with their inquiries
- Demonstrated in-depth knowledge of the retail store's products to effectively educate customers and recommend suitable options based on their needs and preferences
- Maintained responsibility for specific retail projects, such as product launches or promotional campaigns, ensuring their successful execution and achieving set targets
- Operated as a cashier, accurately processing customer transactions, handling cash, credit card payments with efficiency and attention to detail
- Managed the fitting rooms, maintaining their cleanliness and organization, assisting customers with trying on garments, providing recommendations, feedback on sizing & styling
- Actively approached customers, employing effective selling techniques and product knowledge to upsell and cross-sell additional items, increasing average transaction value and customer experience
- Monitored inventory levels, promptly restocking merchandise on the sales floor & ensuring that the displays were visually appealing
- Collaborated with team members and managers to achieve store sales targets and meet individual sales quotas
- Handled customer inquiries and complaints, resolving issues promptly and professionally to ensure customer satisfaction and loyalty.
Hostess/Busgirl
Verses Bistro Restaurant
10.2018 - 02.2019
- Greeted customers warmly, provided coat check services, escorted them to their designated tables & gave out menus
- Maintained a friendly and welcoming demeanor, creating a positive first impression for guests and establishing a comfortable atmosphere
- Cleared and organized tables promptly and efficiently, optimizing table turnover using the iPad app
- Answered phone calls and emails, managing reservations & handling customer inquiries with attentiveness
- Coordinating seating arrangements for elder customers, small children and wheelchair users
- Collaborated closely with the waitstaff and kitchen team, ensuring effective communication
- Adapted quickly to changing customer needs and priorities during special events
- Maintained a professional appearance & upheld the restaurant's standards for cleanliness and presentation at all times.
Stylist and Sales Representative
Le Château
04.2017 - 07.2018
- Acted as the primary point of contact for customers, providing exceptional customer service and assisting them with their inquiries
- Demonstrated in-depth knowledge of the retail store's products to effectively educate customers and recommend suitable options based on their needs and preferences
- Maintained responsibility for specific retail projects, such as product launches or promotional campaigns, ensuring their successful execution and achieving set targets
- Operated as a cashier, accurately processing customer transactions, handling cash, credit card payments with efficiency and attention to detail
- Managed the fitting rooms, maintaining their cleanliness and organization, assisting customers with trying on garments, providing recommendations, feedback on sizing & styling
- Actively approached customers, employing effective selling techniques and product knowledge to upsell and cross-sell additional items, increasing average transaction value and customer experience
- Monitored inventory levels, promptly restocking merchandise on the sales floor & ensuring that the displays were visually appealing
- Collaborated with team members and managers to achieve store sales targets and meet individual sales quotas
- Handled customer inquiries and complaints, resolving issues promptly and professionally to ensure customer satisfaction and loyalty.
Sales Representative
Ardène
07.2016 - 04.2017
- Actively approached customers, employing effective selling techniques and product knowledge to upsell and cross-sell additional items, increasing average transaction value and customer experience.
- Monitored inventory levels, promptly restocking merchandise on the sales floor & ensuring that the displays were visually appealing.
- Collaborated with team members and managers to achieve store sales targets and meet individual sales quotas.
- Demonstrated in-depth knowledge of the retail store's products to effectively educate customers and recommend suitable options based on their needs and preferences.
- Maintained responsibility for specific retail projects, such as product launches or promotional campaigns, ensuring their successful execution and achieving set targets.
- Operated as a cashier, accurately processing customer transactions, handling cash, credit card payments with efficiency and attention to detail
- Managed the fitting rooms, maintaining their cleanliness and organization, assisting customers with trying on garments, providing recommendations, feedback on sizing & styling.
- Handled customer inquiries and complaints, resolving issues promptly and professionally to ensure customer satisfaction and loyalty.
Customer Service Representative
Teleperformance Canada
04.2015 - 06.2016
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer calls to answer questions about products and services.
- Helped large volume of customers every day (over 55 calls per day) with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Cashier
Esso Gas Station
01.2015 - 03.2015
- Greeted customers entering store and responded promptly to customer needs.
- Confirmed stock levels and expiration dates of merchandise.
- Carefully examined identification cards to sell alcohol and tobacco products to patrons of legal age.
- Processed various forms of payment for gas, merchandise and lottery tickets on the Loto-Québec Terminal.
- Completed accurate cash-in and cash-out procedures of computerized cash register.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Locking up the store and arming the security system.
Cashier and Team member
Tim Hortons
05.2013 - 04.2015
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Greeted drive through customers promptly and took orders to keep flow of traffic moving.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Performed shift change tasks each day to keep store neat and running smoothly.
Education
Bachelor of Arts - Psychology & Women's Studies
Concordia University
Montreal, QC06.2021
Bachelor of Science - Social Science Program
André-Laurendeau College
LaSalle, QC06.2017
DEC (International Baccalaureate Program) -
Antoine-Brossard High School
Brossard, QC06.2013
Skills
- Customer Relations
- Active Listening
- Cultural Competency
- Analytical Thinking
- Solution-Based Interventions
- Community Resource Development
- Creative Thinking
- Minute Taking
- Presenting Information
- Client Evaluation
- Life Skills Counseling
- Stock Management
- Sales Expertise
- Social Media Expertise
- Webinar Creation
- Email Communication
- Event Planning
- Essay Writing
- Office 365
Certification
- Lifeguard License (Bronze Cross and NLS Medal) 2007-2009
- Canadian Red Cross Emergency Training (Certificate) 2010-2011
Interests & Leisure
- Interests: Music, Gardening, Reading, Politics, Cooking, Cinema, Roller Skating, Fashion, Creative Makeup, Visual Arts.
- Music: Singing, Piano, Trumpet, Guitar. (Secondaire en spectacle 2013, Cégep en spectacle 2014).
- Sport: CrossFit, Hot Yoga, Boxing, Swimming, Skiing, Snowboarding, Biking, Semi-Marathon.
- Traveled: Canada, United States, Cuba, France, Italy, Spain, Mexico, and Romania.
Timeline
Sensitization Agent and Psychosocial Intervention Agent
Pavillon Marguerite de Champlain
09.2021 - 05.2023
Digital TechService Specialist and Easyline Customer Service Representative
TD Canada Trust Bank
08.2020 - 10.2020
Sales Representative Team Leader
Dynamite
10.2019 - 07.2020
Hostess/Busgirl
Verses Bistro Restaurant
10.2018 - 02.2019
Stylist and Sales Representative
Le Château
04.2017 - 07.2018
Sales Representative
Ardène
07.2016 - 04.2017
Customer Service Representative
Teleperformance Canada
04.2015 - 06.2016
Cashier
Esso Gas Station
01.2015 - 03.2015
Cashier and Team member
Tim Hortons
05.2013 - 04.2015
Bachelor of Arts - Psychology & Women's Studies
Concordia University
Bachelor of Science - Social Science Program
André-Laurendeau College
DEC (International Baccalaureate Program) -
Antoine-Brossard High School
- Lifeguard License (Bronze Cross and NLS Medal) 2007-2009
- Canadian Red Cross Emergency Training (Certificate) 2010-2011
Similar Profiles
Regine NeretteRegine Nerette
Physician at Pavillon De L'Age D'OrPhysician at Pavillon De L'Age D'Or
Katherine WrigleyKatherine Wrigley
English Second Language Teacher (ESL) at Centre De Services Scolaire Marguerite-BourgeoysEnglish Second Language Teacher (ESL) at Centre De Services Scolaire Marguerite-Bourgeoys
Maggie DwyerMaggie Dwyer
Counselor at Pavillon InternationalCounselor at Pavillon International