Hope Ronquillo
Toronto,ON
Summary
Punctual and honest Team Leader with solid background Customer Service/ Social Services environments. Satisfies customers with exceptional service. Uses slow periods effectively to stay on top of daily chores while pursuing opportunities to help team improve service and reduce waste. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
21
21
years of professional experience
Work History
Personal Support Worker
Edna Fijal (Private Employer)
03.2021 - 09.2024
PTA/OTA
PHYSIOMED
01.2021 - 01.2022
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Gained strong leadership skills by managing projects from start to finish.
- Cultivated interpersonal skills by building positive relationships with others.
Social Worker
Forest Hill Retirement Place
01.2018 - 01.2021
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
- Maintained regular contact with clients by calling and visiting clients' homes.
- Advocated for clients to assure respected rights and wishes.
- Assisted clients with navigating and accessing social services such as housing and medical care.
- Facilitated group therapy sessions to build supportive, communicative client networks.
- Supported clients and families with empathy and compassion during difficult times.
- Educated clients and families on mental health, wellness and recovery topics.
Cashier Team Lead
Bloor Street Market
01.2015 - 01.2018
- Processed both cash and card purchases and returns.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Increased customer loyalty and retention.
- Restocked and organized merchandise in front lanes.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items, and join reward programs.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Communicated with customers and team members to solve problems.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Monitored areas for security issues and safety hazards.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
Customer Service Supervisor
Tim Hortons
01.2004 - 01.2018
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Researched and corrected customer concerns to promote company loyalty.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Associate of Science - Ota/pta
Anderson College
01.2021
Certificate - PSW Certificate
Centennial College of Applied Arts And Technology
Scarborough, ON01.2016
Skills
- Social support
- Complaint resolution
- Bank Deposit Preparation
- Store operations
- Cash handling expertise
- Policy Enforcement
- Budget Development
- Sales Promotion
- Employee Scheduling
- Task Delegation
Languages
English
Full Professional
Timeline
Personal Support Worker
Edna Fijal (Private Employer)
03.2021 - 09.2024
PTA/OTA
PHYSIOMED
01.2021 - 01.2022
Social Worker
Forest Hill Retirement Place
01.2018 - 01.2021
Cashier Team Lead
Bloor Street Market
01.2015 - 01.2018
Customer Service Supervisor
Tim Hortons
01.2004 - 01.2018
Associate of Science - Ota/pta
Anderson College
Certificate - PSW Certificate
Centennial College of Applied Arts And Technology
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