Summary
Work History
Education
Skills
Additional Information - Highlights Of Qualifications
Timeline
Generic

Caroline Laba

Ottawa,ON

Summary

Customer service professional with extensive experience at City of Calgary, specializing in complaint resolution and data management. Demonstrated success in building rapport and maintaining confidentiality while addressing client needs effectively. Proficient in Microsoft Excel, showcasing strong attention to detail and problem-solving skills that enhance service delivery and client satisfaction.

Work History

Customer Service Associate

City of Calgary, Calgary Transit
Calgary, Canada
2016 - 2025
  • Collected required information from application forms, identification documentation, and payments from applicants.
  • Evaluated eligibility criteria for program acceptance or non-acceptance.
  • Addressed inquiries regarding lost property, ensuring timely return to rightful owners.
  • Documented customer concerns and feedback in 3-1-1 Customer Service Request system.
  • Served as lost and found clerk within city transit unit, managing daily lost items entry.
  • Processed inquiries through online customer service requests, call centre, voicemails, and in-person interactions.
  • Maintained accurate records of lost items both manually and online to ensure accountability.
  • Facilitated communication between applicants and program administrators regarding eligibility status.

Covid-19 Contact Tracer

Alberta Health Services
Calgary, Alberta
2020 - 2021
  • I employed dynamic interpersonal skills, cultural competency, and sensitivity, and utilized empathetic interviewing skills to build rapport with contacts of varied backgrounds.
  • Contacted client lists of people exposed to a Covid-19 positive person, and verified the client's identity prior to disclosing confidential information.
  • Notified the contact of their exposure and provided COVID-19 health education.
  • Provided approved information and guidance on self-isolation procedures, and what to do if symptoms develop.
  • Provided information for testing, healthcare, and other supportive services, as needed, per local protocols.
  • Communicated in a manner that preserved the confidentiality and privacy of all involved.
  • Recorded data in the provincial case and contact management IT system.

Education

BBA - Business Management Diploma

NSCC
Halifax, NS
05-2009

Skills

  • Customer service and support
  • Reception and front desk management
  • Retail sales and inventory control
  • Data entry and record keeping
  • Microsoft Excel proficiency
  • Customer relationship management
  • Complaint resolution and case management
  • Conflict resolution strategies
  • Privacy protection practices
  • Attention to detail in tasks
  • Problem solving techniques
  • Rapport building with clients
  • Time management skills
  • Team collaboration and support
  • POS system operation and sales closing

Additional Information - Highlights Of Qualifications

  • Over 10 years of Customer Service Administrative experience.
  • Proven ability to de-escalate and provide solutions while resolving customer conflicts.
  • Proficient in all Microsoft Office Applications (Outlook, Excel, Word).
  • Extensive background in data entry, monetary transactions, reconciliation and deposits.
  • Ability to provide optimum customer service quickly and accurately.
  • Diversity Training and Security Clearance.

Timeline

Customer Service Associate

City of Calgary, Calgary Transit
2016 - 2025

Covid-19 Contact Tracer

Alberta Health Services
2020 - 2021

BBA - Business Management Diploma

NSCC

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Caroline Laba