Dawna Welsman
Kitchener,ON
Summary
I am adept at maintaining confidentiality and providing exceptional customer service. I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. I also possess strong communication, problem-solving, and multitasking skills.
Overview
29
29
years of professional experience
Work History
Client Service Representative
Legal Aid Ontario
04.2014 - 05.2024
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered exceptional customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients
- Maintained accurate record-keeping with proactive attention to client information updates.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Additional job of data entry, managing files so applications are complete
- Peer Support for new staff in processing requests
- online CHAT representative
Assessment Officer
Legal Aid Ontario
04.1995 - 04.2014
- Delivered outstanding customer service
- Record-keeping updated and accurate with attention to client information updates.
- Addressed inquiries and resolved issues promptly for clients and lawyers
- Used active listening skills
- Complied with changes in company policy or procedures while maintaining service standards for existing clients.
- Additional job of data entry, managing files so applications are complete (paper process as well as PeopleSoft)
- Managed client information with discretion, keeping confidentiality intact
Education
Bachelor of Social Work -
University of Waterloo
Waterloo, ONSkills
- Customer Support and Focus
- Call center experience
- File Management and Data Entry
- Complaint Handling
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Remote Office Availability
Timeline
Client Service Representative
Legal Aid Ontario
04.2014 - 05.2024
Assessment Officer
Legal Aid Ontario
04.1995 - 04.2014
Bachelor of Social Work -
University of Waterloo
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