KENDIA SHANAYE GREEN
Toronto,Canada
Summary
Safety- focused and reliable professional seeking a Transit Operator position. Bringing strong customer service, leadership, observation, and documentation skills gained through supervisory, quality assurance, and healthcare support roles. Committed to ensuring passenger safety, providing respectful service to diverse communities, and maintaining high standards of professionalism and reliability.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
ZEDD Customer Solutions
Toronto, ON
10.2022 - Current
- Monitor inbound and outbound call and email responses to assess agents' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
- Assisted in developing, creating, and implementing call center quality processes and procedures
- Utilized strong observational skills to identify performance trends and behavioral patterns
- Maintained detailed and accurate documentation of performance findings, ensuring compliance with company policies and procedural standards
- Identified risks, inconsistencies, and areas for improvement through careful review and analysis
- Provided clear, fact-based feedback supported by documented observations
Supervisor
Tim Hortons
Waterloo, Ontario
05.2012 - 05.2022
- Ensured the restaurant was stocked, cleaned, staffed and prepared for the following shift
- Conducted pre-shift meetings to reinforce safety standards, operational procedures, and service expectations
- Supervised and motivated employees during high-volume public service operations
- Ensured staff compliance with company policies, uniform standards, and workplace safety procedures
- Resolved escalated customer concerns using professional judgement, de-escalation techniques, and strong problem-solving skills
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team to ensure seamless operations and consistent service standards
- Managed high volume public interactions while maintaining professionalism, safety awareness, and efficient workflow
Student Personal Support Worker
Chester Village LTC
Toronto, ON
09.2024 - 10.2024
- Assisted in daily living activities, including meal planning, personal hygiene, and range of motion exercises
- Observed and documented behavioral and safety-related changes accurately within electronic reporting system
- Assisted residents with transfers using the Hoyer/floor lift, and standing lift
- Practiced adequate donning and doffing of PPE equipment
- Experienced working in an outbreak unit
Woodgreen Community Services
Toronto, ON
10.2024 - 11.2024
- Assisted in dining set up, breakfast and lunch preparation
- Ensured residents' ADLs and IADLS were met
- Experience providing personal care to adults and seniors who experience different physical challenges
- Providing safe and effective direct care and support during programs
- Supporting the independence, dignity, social, emotional and cultural well-being of Program Members
Caregiver
Warm Embrace Elder Care
Kitchener, Ontario
03.2017 - 06.2019
- Prioritized and adjusted daily tasks in a high-volume medical setting by continually performing daily assessments.
- Educated patients and families about treatment courses in regard to care, symptoms, and pain management.
- Collaborated with other healthcare team members to provide optimal care.
- Possessed knowledge skills in electronic charting, central lines & CADD pump management.
- Knowledgeably administered medication specific to each patient, safely administered blood products and monitored for adverse effects.
- Assisted physician(s) in performing procedures at the bedside and bone marrow biopsies.
Education
Personal Support Worker -
City Adult Learning Centre
Toronto, ON11-2024
High School Diploma -
Resurrection Catholic Secondary School
Kitchener, ONSkills
- Strong observational and situational awareness
- Accurate note taking and incident documentation
- Attention to detail and policy compliance
- Professional Communication with Diverse Communities
- Time management and Schedule Adherence
- Leadership and Supervision Experience
- Conflict resolution and Customer De-escalation
- Safe Driving Practices and Road Safety Awareness
Certification
- Food Handler Certification - Canadian Food Safety Training Program Exp. March 2029
- Standard First Aid & CPR C with AED - Sage Vital Signs Exp. April 2027
- Valid Ontario Class G Driver's License
- Clean Driver's Abstract
Timeline
Woodgreen Community Services
10.2024 - 11.2024
Student Personal Support Worker
Chester Village LTC
09.2024 - 10.2024
Quality Assurance Analyst
ZEDD Customer Solutions
10.2022 - Current
Caregiver
Warm Embrace Elder Care
03.2017 - 06.2019
Supervisor
Tim Hortons
05.2012 - 05.2022
Personal Support Worker -
City Adult Learning Centre
High School Diploma -
Resurrection Catholic Secondary School