Daleford Walters
North York,ON
Summary
Experienced customer service professional with over 10 years of diverse background in customer services, sales, social services, healthcare, and community engagement. Skilled in generating and drafting effective reports, fostering positive relationships with colleagues and clients, and applying critical thinking skills. Demonstrates a strong background in facilitation and engagement, recognizing the significance of accountability, confidentiality, and emotional intelligence. A committed advocate for inclusivity and equity in the workplace.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Agent, Team Lead/Supervisor
TTec, Canada Inc.
06.2022 - 12.2023
- Led a team of 21 agents who consistently met and exceeded KPIs daily, weekly, and monthly
- Coached agents on performance metrics, conduct, and attendance
- Compiled daily sales and production reports
- Developed individualized coaching plans based on performance results
- Issued corrective actions as necessary
- Participated in departmental and team leader meetings
- Managed agents’ time records to ensure accurate hourly wages
- Monitored agents’ interactions with customers to identify trends, best practices, and areas for improvement
- Attended weekly calibration meetings to enhance coaching skills and share best practices with other team leaders
- Prepared daily, weekly, and monthly sales and performance reports for presentation to the Operations Manager
Personal Support Worker
Vibrant Healthcare Alliance
08.2019 - 02.2022
- Assisted patients with activities of daily living, including personal hygiene, dressing, and grooming
- Helped patients with nourishment by preparing them for meals and assisting with low-risk oral feeding as directed
- Performed tasks such as transferring, repositioning, lifting, and ambulating patients as directed by regulated healthcare professionals
- Directed inquiries from patients and families to clinical staff
- Operated mechanical lifts and assistive devices as instructed and maintained equipment in good working order
- Performed other related duties as assigned
Building Maintenance Custodian
QuadReal Residential Properties
04.2018 - 02.2019
- Responsible for the operation and maintenance of all building systems, including mechanical, electrical, plumbing, structural systems, and life safety equipment
- Conducted maintenance and housekeeping of the grounds to ensure public and tenant safety, including performing daily site inspections
- Optimized site waste and energy management and recycling programs
- Followed a scheduled preventive maintenance program for all equipment
- Provided emergency response coverage as needed
- Coordinated and supervised trade work such as painting, electrical work, and plumbing, ensuring property and grounds were maintained to QuadReal standards
- Delivered exceptional customer service to residents and visitors
Education
Diploma - Practical Nursing
George Brown College
Toronto, None07-2026
Skills
- Conflict resolution
- Crisis management
- Intervention
- Mediation
- Computer skills
- Communication skills
- Time management
- Organizational skills
- Interpersonal skills
- Independent work
- Team collaboration
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
Languages
English
Native or Bilingual
Certification
- Standard First Aid, AED and CPR C (Peak Excellence Inc 2024, October)
- Basic Life Support BLS (Peak Excellence Inc 2024, October)
Timeline
Customer Service Agent, Team Lead/Supervisor
TTec, Canada Inc.
06.2022 - 12.2023
Personal Support Worker
Vibrant Healthcare Alliance
08.2019 - 02.2022
Building Maintenance Custodian
QuadReal Residential Properties
04.2018 - 02.2019
Diploma - Practical Nursing
George Brown College
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