Catarina Rosa
Summary
Dynamic professional with a proven track record at Crisis Services Canada, adept in providing critical emotional support and crisis intervention. Skilled in active listening and critical thinking, excel in high-pressure environments, ensuring safety and confidentiality. Demonstrated ability to work effectively both independently and as part of a team, enhancing customer loyalty and operational efficiency.
Overview
5
5
years of professional experience
Work History
Hub Responder
Crisis Services Canada
05.2023 - Current
- Provide emotional support and crisis intervention via phone and text following Talk Suicide defined practices.
- Answer/manage calls and text, conduct safety assessment, de-escalate, provide resources, and safety plan as appropriate with service users on both voice and text modalities
- Work collaboratively and compassionately with those reaching out
- Schedule and complete Follow Up Calls and 3rd party outreach calls as needed
- Use the least invasive steps necessary to establish safety which may involve contacting emergency services with or without consent when no other avenue to ensure safety is possible.
- Maintain accurate, timely, and detailed reports, documenting all required/identified data points
- Complete legally required reporting
- Maintain strict confidentiality and uphold the ethical and legal standards of Talk Suicide Canada.
- Other duties as required/assigned
Customer Service Representative
Loblaw Companies
09.2019 - Current
- Provide great customer service
- Scan products and process customer transactions accurately
- Support in the delivery of company-directed promotions and programs
- Handle cash and credit card transactions
- Keep the register area neat and stocked with essential supplies
- Assist customers with general inquiries
- Maintain a positive environment in the store
- 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.
Doctor's Office Assistant
Dr. Masgoret
07.2019 - 09.2019
- Registered new patients in electronic medical record prior to scheduling appointments.
- Facilitated patient clinic by greeting and rooming patients.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Updated patient information and insurance details for accurate electronic medical records.
Education
Bachelor of Science -
University of Toronto
Toronto, ON09.2025
High School Diploma -
St. Joseph's College School
Toronto, ON06.2021
Skills
- Experience as a Responder in a Crisis/Distress Centre
- Ability to work individually or as part of a team
- Excellent organizational skills
- Strong English language skills both written and spoken
- Customer Service skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Volunteer
Women's College Hospital - Surgical Services and Foundation
June - September 2019
-Act as the liaison between patients, families and healthcare providers
-Escort patients to surgical day care area and assist with communication
-Greet family and friends of operating room patients in the Surgical Waiting Room-
-Check in with people who are waiting to ensure they are as comfortable and at ease as possible.
-Assist with making surgical packages for Preadmission Clinic
Additional Information
Graduated High School with Honours
Timeline
Hub Responder
Crisis Services Canada
05.2023 - Current
Customer Service Representative
Loblaw Companies
09.2019 - Current
Doctor's Office Assistant
Dr. Masgoret
07.2019 - 09.2019
Bachelor of Science -
University of Toronto
High School Diploma -
St. Joseph's College School
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