Chantel Dalton
Oro Medonte
Summary
Compassionate, organized and goal-oriented professional committed to helping others and building positive relationships. Dedicated team player skilled at mediation and conflict resolution.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Program Manager
United Way Simcoe Muskoka
08.2019 - Current
- Oversee workflows and specific processes to ensure the inbound call center, receiving over 70,000 calls annually, runs smoothly and efficiently.
- Streamlined operations and prioritized tasks to meet revenue targets.
- Supporting and training call center staff, CSR, processors, and Team Lead
- Monitoring the level of grant funds available and adjusting approvals accordingly.
- Monitor Intake agency activity
- Weekly, monthly, and Ad hoc reporting
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
Customer Service Representative
United Way Simcoe Muskoka
01.2018 - 01.2019
- Responsible for answering LEAP phone lines
- Completing Leap applications, prescreening for eligibility
- Connecting customers to intake agencies and providing them with information on additional supports
- Processing Leap applications
- Maintaining accurate records, uploading files
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers within program guidelines.
Internship
Ontario Works- Midhurst
01.2018 - 01.2018
- Job shadowing in the Intake Screening Unit, Children’s Services, front counter, and caseworker
- Assisted in the file room, job shadowing and filing correspondents into appropriate client files
- Worked at the front counter, taking clients’ calls, answering client inquiries, and transferring clients to appropriate staff
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience, applying learned concepts directly into relevant work situations.
Internship
SCDSB-Terry Fox Elementary School
01.2018 - 01.2018
- Supported the teacher and educational assistant with the learning station setup and conducted reading assessments with small groups of students
- Additional one-on-one academic help with students during independent work time
- Assisted the teacher with assignment marking
Community Support Worker
Red Cross Care Partner
01.2012 - 01.2014
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Strengthened family dynamics by facilitating open communication channels between clients and their loved ones during difficult times.
- Connected clients with appropriate community resources, effectively navigating complex systems on their behalf.
Greenhouse Inventory/ Administration
Cookstown Greens
01.2009 - 01.2013
- Used forecasting tools to anticipate future inventory needs, allowing for more strategic purchasing decisions and reduced shortages.
- Enhanced warehouse organization by assisting with designing storage layouts for maximum space utilization.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts weekly.
Administrative Assistant/Shift Supervisor
LDS Canada
01.2005 - 01.2009
Education
BASc - Community Social Services
University of Guelph-Humber
Distance Education 04.2027
Social Service Worker Diploma -
Georgian College
Orillia, ON04.2018
Personal Support Worker Certificate -
Barrie Learning Centre
Barrie, ON02.2012
Pre-Health Sciences Certificate -
Georgian College
Barrie, ON04.2010
Skills
- Highly organized, excellent written and verbal communication skills
- Knowledge of a variety of local community resources to refer clients and their families to appropriate services
- Able to recognize client needs and work with them to establish goals and possible steps to reach them
- Proficient in Microsoft Office and Salesforce
- Problem-solving
- Detail-oriented
- Strategic planning
- Team leadership and direction
- Decision-making
- Critical thinking
- Flexible and adaptable
- Cultural sensitivity
Certification
- Mental Health First Aid
- Bridges out of poverty
Timeline
Program Manager
United Way Simcoe Muskoka
08.2019 - Current
Customer Service Representative
United Way Simcoe Muskoka
01.2018 - 01.2019
Internship
Ontario Works- Midhurst
01.2018 - 01.2018
Internship
SCDSB-Terry Fox Elementary School
01.2018 - 01.2018
Community Support Worker
Red Cross Care Partner
01.2012 - 01.2014
Greenhouse Inventory/ Administration
Cookstown Greens
01.2009 - 01.2013
Administrative Assistant/Shift Supervisor
LDS Canada
01.2005 - 01.2009
- Mental Health First Aid
- Bridges out of poverty
BASc - Community Social Services
University of Guelph-Humber
Social Service Worker Diploma -
Georgian College
Personal Support Worker Certificate -
Barrie Learning Centre
Pre-Health Sciences Certificate -
Georgian College
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