Annabell Kango
Calgary,AB
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Mc Donalds,
Calgary, AB
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Residential Support Worker (RSW)
Homecare Family managed
12.2020 - 11.2023
- Provide life skills support to clients related to cooking, healthy living, safety, money management, nutrition, laundry and housekeeping
- Complete records such as medical files, daily and monthly accounting sheets, client finances, observation booklet on clients, daily logbook and daily communication book
- Documented behavioural concerns and submitted incident reports when incidents occurred during shifts
- Transport clients to various community activities, events and medical appointments
- Ensured resident clients and visitors followed in-house rules, i.e
- Fire safety, noise, non-smoking, etc
- Perform housekeeping and other home management duties under general direction of employer
- Plan and prepare meals independently or with employer, and serve meals
- Document behavioural concerns and submitted incident reports when incidents occurred during shifts.
Residential/Community Disability Services Practitioner
OPTIONS (Optional Rehabilitation Services Inc)
01.2015 - 12.2020
- Carry out quality of life plans to help the individuals with their personal development, community involvement, behaviour management and/or personal care
- Encourage and accompany individuals during community activities such as recreation, shopping, studies and social programs
- Assist them with their personal hygiene, mobility support, meal preparation, household chores, financial transactions, job search and doctors' appointments
- Administer client's medication correctly and documented them accordingly
- Order supplies in advance to ensure they arrived when needed e.g
- Medication, gloves, etc
- Appropriately document and initial log books, communication books, incident reports, health and safety forms, and other workplace documents before, during and after each shift
- Advocate for client's rights so that they too felt that they were an integral part of society
- Encourage and assist individuals to make choices that impacted their lives
- Use the appropriate and prescribe nonviolent crisis prevention and intervention techniques to de-escalate crisis situations when individuals were having a behaviour or crisis.
Education
High School Diploma - General
Gouvernement Bilingual High School Douala
Cameroon 06.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Problem Resolution
- Customer Relations
- Computer Proficiency
Languages
English
Native or Bilingual
French
Native or Bilingual
Highlight Of Qualifications
- Ability to respond appropriately, decisively and effectively in crisis situations and stressful settings
- Sensitivity to issues related to people who are marginalized and demonstrating inclusion and advocacy
- Ability to work a variety of shifts including but not limited to weekends
- Ability to display creativity and responsiveness in supporting clients to achieve their goals
- Proven time management and organizational skills; ability to meet deadlines
- Ability to uphold and enforce policies and procedures while working in a team environment
Mandatory Competencies
- Excellent written and verbal communication - Critical thinking and problem solving
- Conflict resolution - Adaptability and Flexibility - Ethics and Integrity
- Ability to work independently - Accountability and Dependability
- Proficiency in Microsoft Office - Prioritize Tasks and Meet Deadlines
- Creativity, Initiative and Resourcefulness
Additional Requirements
- Social Services education with recent and relevant experience, or an equivalent combination of training and experience
- Proficiency in Microsoft Office programs and ability to learn database systems
- Concise and clear communication (verbal and written) and problem-solving skills
- Up-to-date Standard First Aid and Level C CPR training
- Ability to provide a Criminal Record Check with vulnerable sector search and Child Intervention Record Check
- Experience or in-depth understanding of Harm reduction and Trauma Informed Practice is considered an asset
Tasks And Responsibilities
- Provide support to clients who are ending their experience with homelessness
- Support clients in advocating for placements and supports needed to deal with their issues around homelessness and/or sexual exploitation
- Intervening and de-escalating crisis situations as they occur
- Utilizing Harm Reduction practices to mitigate client risks
- Support and teach necessary life skills for successful community living
- Acting as a liaison as needed between natural supports, families, social workers, doctors, and other professionals involved with residents
- Timely completion of case notes, safety planning, and Critical Incidents
- Planning, implementing and participating in resident-driven program activities
- Attending required training opportunities within the appropriate timeframe
- Other duties included
Career Overview
Highly skilled and compassionate Community/Residential Disability Practitioner with over 5 years of experience providing day-to-day community/residential support and guidance to adults with mental health challenges and/or physical disabilities as well as teach and assist individuals with life skills that help foster social inclusion in order to enhance their independence.
References
References available upon request
Timeline
Customer Service Representative
Mc Donalds,
01.2024 - Current
Residential Support Worker (RSW)
Homecare Family managed
12.2020 - 11.2023
Residential/Community Disability Services Practitioner
OPTIONS (Optional Rehabilitation Services Inc)
01.2015 - 12.2020
High School Diploma - General
Gouvernement Bilingual High School Douala