CARLEEN BONNEAU
Calgary,AB
Summary
Competent and compassionate Justice Diploma graduate with diverse experience as a Child and Youth Counsellor, Customer Service Lead, Residential Support Worker, Cruise Ship Security Officer, Insurance Broker and Administrator. Recognized for dedication to fair and ethical standards. Observant and adeptness for communicating effectively in varying situations, including stressful and/or sensitive circumstances. Known for building and managing lasting principled relationships with clients and business associates. Demonstrated success in customer service operations while meeting performance & revenue goals.
Overview
15
15
years of professional experience
Work History
Manager's Assistant
Secure Protection Services
Calgary, AB
08.2023 - Current
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
- Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
- Received emergency and non-emergency calls to dispatch security services.
- Contacted first responders in emergency situations to coordinate proper response.
- Maintained vehicle fleet.
Sales Associate
Global Pet Foods
Calgary, AB
09.2022 - 10.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
Child and Youth Counselor
Hull Services
Calgary, AB
11.2018 - 08.2022
- Supervised youth in engaging environment to promote security and safety for all ages.
- Transported and escorted clients between facilities, meetings, appointments and other activities.
- Recorded observations and maintained records and reports, daily documentation and logs in TCBC environment.
- Identified problem situations and implemented successful counseling strategies to address concerns.
- Supervised individuals in small group atmosphere to cultivate safety, independence and structure.
- Engaged and interacted with youth, teaching sustainable habits and coping mechanisms.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
- Created and facilitated healthy recreational activities for youth and counselors to participate.
- Demonstrated positive influence to children by acting appropriately, being respectful to others and actively listening.
- Liaised with parents and caregivers to provide updates on progress and behavior.
Recreation Therapy Aide
Forensic Adolescent Program - Alberta Health Services
Calgary, AB
11.2017 - 10.2020
- Mentor with ‘Skills and Thrills’ weekly program implemented by Alberta Solicitor General to encourage healthy recreational activities for troubled youth.
- Continue ‘Skill’s and Thrills’ mentorship after programming while young person reintegrates into community.
- Try to establish and reinforce pro-social behaviour.
- Facilitated interaction by engaging with participants individually to provide encouragement and guidance.
- Documented overall well-being of youth and progress reports to evaluate activities for enjoyment and efficacy.
- Successfully managed adverse situations through abstract problem solving.
Reception/ Administrator
Beneficial Insurance
Calgary, AB
02.2018 - 11.2018
- Greeted diverse population of clientele & addressed needs/concerns.
- Delivered messages / arranged appointments.
- Organized /delegated incoming-outgoing emails & mail.
- Processed payments, made reminder and collection calls.
- Data entry (memos, scanning, emails, portal work, etc.).
- Fairly distributed service work & sales to appropriate teams.
- Produced easy reference templates for consistent data entry.
- Developed / wrote step-by-step process guides to ensure work fluidity.
- Redesigned and improved process structure to admin department document handling to better fit Alberta Insurance Council expectations.
- Computerized office activities, maintained customer communications and tracked record keeping.
- Offered various admin support to brokers throughout each day.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Maintained personnel records and updated internal databases to support document management.
Department Supervisor / Lead
Bass Pro Shops
Rocky View, AB
10.2016 - 02.2018
- Carry out supervisory responsibilities in accordance with the company’s policies and procedures including:
- Training / coaching
- Assign & direction of work
- Department planning as per store and corporate directives
- Measure & evaluate employee performance
- Address complaints and resolve problems
- Act as liaison between the company & independent vendors
- Merchandise for new product launches & sales
- Work large shipments of freight and maintain back stock area
- Loss prevention - developed new procedures to reduce shrink
Mentor
Forensic Adolescent Program - Alberta Health Service
Calgary, AB
10.2016 - 01.2018
- Mentored individual youth during court-mandated recreational therapy program.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Built lasting relationships with youth and parents or guardians.
- Shared valuable life experiences with youths to promote positive self-esteem and improve social skills.
- Planned and executed productive self-esteem building activities to promote personal growth and daily living skills.
- Took active role in patient and family planning process, detailing instructions and responding appropriately and effectively to questions and concerns.
- Build and maintain a safe/ trustworthy friendship with the assigned Mentee.
- Support youth in learning new interpersonal skills each week.
- Assist with the application of new skills through various levels of individual and group activities ranging from floor hockey to colouring.
- Advocate for the youth by bringing concerns to the facilitators and notify of any barriers to skill acquisition they notice.
- Be supportive and encouraging of all Mentee’s and their Mentor’s in the program.
Building Manager/Live-In House Manager
Boys and Girls Clubs of Calgary
Calgary, AB
11.2015 - 10.2016
- Live-in building manager/ residential support in a apartment building with 10 individual units.
- Build & maintain rapport with youth.
- Lease signings & walk-throughs; Rent Collection; Post Notices.
- Report & arrange maintenance/ repair requests with head office.
- General cleaning duties in common areas such as vacuum & trash disposal.
- Report to program coordinator regarding any concerns, and/or incidents that involve either the building or youth.
- Established procedures for tracking building property.
- Planned and scheduled general maintenance and major repairs.
Youth Security Officer
P&O Cruises Australia
Brisbane, Queensland
06.2015 - 06.2016
- Patrol all passenger areas of the ship to ensure minor passengers are behaving and ensure that they are not entering crew areas.
- Respond to complaints about minor passengers from numerous departments around the ship.
- Ensure minors and parents are following safety rules (Youth Security commonly stationed at Pool, Hot Tub, Theatre Areas).
- Monitor minors, roving to ensure they aren't illegally consuming alcohol under Australia's strict 'Responsible Service of Alcohol' (RSA) 18+ policy.
- Assist Reception in finding missing children or their parents.
- Respond to situations with minors that include allegations of self harm and/or bullying amongst minor passengers.
- Get to know the minor passengers, advise them of alternate activities that are in correspondence with ship safety rules.
Supplemental Instructor / Peer-Tutor
Bow Valley College
Calgary, AB
01.2014 - 01.2015
- One of two students appointed by Bow Valley College’s Department of Community Studies and Learner Success Services to participate as a tutor in a peer- tutoring pilot program.
- Helped students gain confidence in their abilities, knowledge and study practices through group study of the ‘Sociology of the Family’ course, which had a high failure rate at the time.
- Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
- Promoted development of good study habits and learning skills.
- Supported students with helpful study habits and exam strategies.
- Leveraged technology and visual aids to engage students and enhance learning.
Administrative & Account Executive
Dejong's Insurance
Calgary, AB
07.2012 - 08.2014
- Promoted to lead and facilitate a large insurer file transfer "rollover" project.
- Advanced to the role of Insurance Broker Account Executive, managing and retaining existing clients, while developing new business accounts.
- Processed direct client requests and endorsements with the sale of new client policies.
- Successfully submitted client applications and followed-up for additional information as needed.
- Ensured clients' proper documentation was downloaded into the Broker Management System.
- Followed up on claims, invoices, processing of payments and client satisfaction.
- Successfully maintained client retention rates.
- Recommended type and amount of coverage based on analysis of customers' circumstances using sales techniques.
- Sold auto and property insurance policies to new and existing customers.
- Developed sales leads from direct referrals, networking and targeted campaigns.
- Capitalized on upsell opportunities with offers of support and additional insurance policy options.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
Customer Service Representative
Global Pet Foods
Calgary, AB
01.2010 - 01.2014
- Responsible for opening and closing retail store.
- Successfully built a client base with nutrition consultations.
- Troubleshoot issues with POS system and completion of data entry.
- Purchase of store merchandise, developing vendor relationships, communicating with suppliers and manufacturers' representatives.
- Trained new employees.
- Maintained client satisfaction, promoting awareness for pet related nonprofits.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
Reception and Customer Service Representative
State Farm Insurance
Calgary, AB
12.2011 - 07.2012
- Greet clients.
- Answer phones.
- Deliver messages.
- Process incoming and outgoing mail.
- Organize broker paperwork.
- Request and stock office supplies.
- Arrange appointments.
- Fairly distribute new business opportunities.
- Identified potential sale opportunities.
- Pitched relevant products to clients, generating revenues.
- Processed payments, with reminders for overdue and collections.
- Issued copies of automobile insurance liability cards and other insurance documents.
- Responsible for client satisfaction.
Emergency Medical Responder
INDUSTRIAL PARAMEDICAL SERVICES
01.2009 - 01.2011
- Medical responder on standby
- Worksite headcount
- Upkeep records of workers medical history
- Complete daily Field Level Hazard assessment forms
- Produce accurate Incident Reports
- Assessed patient stability, scene safety and communicated nature of injury or illness to treatment team
- Prepared patient care reports, medical necessity forms and incident reports to document shift details and enter in database
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to provide medical care.
Education
Security Services Course - Security License
Concord Security
Calgary, AB2017
Justice Studies Diploma - Youth Justice
Bow Valley College
Calgary, AB06.2016
Emergency Medical Responder Certification - Emergency Medicine
SAIT Polytechnic
Calgary, AB10.2009
High School Diploma -
St. Martin De Porres
Airdrie, AB06.2009
Skills
- Customer Service
- Client Retention
- Conflict Resolution
- Account Management
- Data Entry
- Retail Management
- Visual Merchandising
- Inventory Management
- Record Keeping
- Administrative Support
- Youth Mentoring
- Problem Solving
- Behavioural Management
- Recreational Activities
- Tactful Communication
- Crisis Management
- Team collaboration
- Microsoft Office Suite
Hobbies
Pour Art | 2020 - Current
- Accomplished and self-taught Pour Artist
- Sold and shipped pieces across North America
- Received several commissioned requests
- Sold artwork at both the farmers and Christmas markets
Timeline
Manager's Assistant
Secure Protection Services
08.2023 - Current
Sales Associate
Global Pet Foods
09.2022 - 10.2023
Child and Youth Counselor
Hull Services
11.2018 - 08.2022
Reception/ Administrator
Beneficial Insurance
02.2018 - 11.2018
Recreation Therapy Aide
Forensic Adolescent Program - Alberta Health Services
11.2017 - 10.2020
Department Supervisor / Lead
Bass Pro Shops
10.2016 - 02.2018
Mentor
Forensic Adolescent Program - Alberta Health Service
10.2016 - 01.2018
Building Manager/Live-In House Manager
Boys and Girls Clubs of Calgary
11.2015 - 10.2016
Youth Security Officer
P&O Cruises Australia
06.2015 - 06.2016
Supplemental Instructor / Peer-Tutor
Bow Valley College
01.2014 - 01.2015
Administrative & Account Executive
Dejong's Insurance
07.2012 - 08.2014
Reception and Customer Service Representative
State Farm Insurance
12.2011 - 07.2012
Customer Service Representative
Global Pet Foods
01.2010 - 01.2014
Emergency Medical Responder
INDUSTRIAL PARAMEDICAL SERVICES
01.2009 - 01.2011
Security Services Course - Security License
Concord Security
Justice Studies Diploma - Youth Justice
Bow Valley College
Emergency Medical Responder Certification - Emergency Medicine
SAIT Polytechnic
High School Diploma -
St. Martin De Porres
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