CAROLINE JEANNE KALAMA

• Managed multiple tasks in high-volume environment.
• Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
• Responded quickly to customer inquiries, answering questions and offering insight into products.
• Set up and maintain filing system
• Research material often of a confidential nature

• Assisting callers in a contact centre environment and by providing assistance in priority sequence
•Determining applicant’s legal eligibility for legal aid service, following guidelines set out in Legal Aid Ontario's policy and procedure materials
•Analyzing financial eligibility for legal aid service, based on understanding of the applicant’s financial records and Legal Aid Ontario's policies and procedures
•Making a decision to whether or not to issue a legal aid certificate, based the applicant’s legal and financial assessment and Legal Aid Ontario eligibility policies
• Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service
•Entering and maintaining client files and details in PeopleSoft, Excel, Databases, or other software for future review by other Legal Aid Ontario staff, including paralegals and/or lawyers
•Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees
•Other related duties as required

• Manage high volume inbound and outbound calls and respond to inquiries in timely manner
• Excellent e-mail etiquette and communication between various departments
• Focus on account management and satisfaction for large clients such as Belle Media and Dynacare
• Record and enter call activities into computer information system software

• Manage large amounts of inbound and outbound calls in a timely manner
• Took calls for PC credit cards
• Record and enter call activities into a computer information system software
• Assist customers by answering any inquiries about our services and processing orders
• Appropriately communicate with upset customers to resolve their inquiries
• Performs other related duties and assignments as required and as assigned by supervisor or manager
• Strong negotiation and objection-handling skills
• French Ambassador

• Networking with social services and other agencies to address issues and promote opportunities for young people
• Assessing the needs of young people, and planning and delivering programs related to areas such as health, drugs, relationships, and gambling
• Participating in group work with other participants, working on given topic
• Communicate with participants and youth and evaluate their needs
• Organized games and social activities
• Form and participate in community-based youth leadership group
• Plan and lead educational activities, and lessons
• Perform other duties as assigned
• Recruit youth into the development program “Mobilizing the Youth”

• Cut grass and make new beds
• Plant and trend perennials
• Collect seeds and plant bulbs

• Utilize a consultative selling approach and communicated sales promotions to customers
• Give on-site sales business through successful networking
• Establish, develop, and maintain positive business and customer relationships
• Developed customized sales techniques to successfully sell and upsell financial services to new and existing clients
• Answered customer’s questions regarding products prices and availability
• Maintained friendly and professional customer interactions at all times