Keonna Bell-Carter
Toronto,ON
Summary
Accomplished Customer Service Professional with a growing skillset in leadership and team building. Seeking an opportunity to develop strategic plans designed to optimize workflow and productivity in a strong team environment.
Overview
11
11
years of professional experience
Work History
Employment Counsellor
VPI Working Solutions
06.2023 - Current
- Access EOIS-CaMS to ensure client eligibility to partake in employment programs and services.
- Work 1:1 with clients to develop personalized Employment Action Plans by assessing their qualifications and affirming their occupational goal.
- Use Common Assessment Tool to identify life stabilization supports for client’s experiencing barriers to employment.
- Process client referrals with Community Partners to address issues such as food insecurity, mental health concerns, and housing instability.
- Recommend skill enhancement activities to help clients bridge employment gaps.
- Consult and educate clients on pertinent labour market information.
- Coordinate with the Job Preparation Counsellor to transition clients deemed job ready.
- Request approval from Branch Manager for Job Seeker Financial Supports to clients with various financial needs.
- Submit SEFY and BJO eligibility referral forms to Branch Manager for approval.
- Document all activities and Plan Item progression under case notes.
Team Lead
Mintz Global Screening
09.2021 - Current
- Lead and oversee the productivity of two separate teams of up to 12 people to ensure adherence to company methodology and procedures
- Complete daily reports and audits to ensure each team member is consistently producing quality work
- Maintain client relationships by providing ongoing customer service
- Resolve and mitigate problems to ensure client satisfaction only escalating high level issues to upper management when necessary
- Lead team meetings once a week to update staff on any process changes or new client requests
- Provide assistance to our international team to ensure they have the necessary support to accurately carry out their verifications within the expected time frame
- Liaise with other departments in order to sustain communication on client needs and timelines
- Assist in the recruitment and training of around 5-10 new team members for each hiring period
- Routinely provide mentorship and coaching to underperforming agents
- Conduct performance reviews to assist management with end of year evaluations.
Screening Agent
Mintz Global Screening
07.2017 - 09.2021
- Thoroughly completed background screenings for a diverse set of clients seeking verification of their candidate's references, education, and employment history
- Conducted research on both domestic and international institutions in order to understand their specific policy for third party verifications
- Provided customer service to both the clients and their candidates in order to accommodate various hiring demands.
Barista
Starbucks
04.2017 - 07.2017
- Gained excellent attention to detail through handcrafting intricate customer beverages in a fast paced environment
- Built strong customer service and communication skills through interacting with guest daily.
Cashier
Wal-Mart
08.2015 - 04.2017
- Responsible for handling cash as well as processing various payments, returns and exchanges
- Marketed and signed up interested customers for the Walmart MasterCard promotion
- Handled a variety of customer inquiries in addition to providing information on company policy.
Call Center Representative
Winning Research
08.2012 - 08.2015
- Conducted telephone surveys with a diverse set of consumers and business owners
- Prescreened and recruited qualified candidates to partake in paid focus groups.
Administrative Assistant
Wincar Auto Repair
06.2012 - 08.2012
- Learned QuickBooks software in order to accurately track business transactions
- Assisted with clerical duties while acting as the company's receptionist.
Education
Bachelor of Arts - Completed Coursework Towards A Degree.
Tyndale University
Toronto, ON12.2017
Skills
- Leadership
- Team Building
- Customer Service
- Empathy & Active Listening
- Communication
- Conflict Management
- Writing
- Computer & Software
Volunteer Experience
Nursery Volunteer - Fellowship Church
Toronto, ON
06/2022 - Present
• Completed a police check in order to provide safety and care to infants aged 1-4 while their parents attend church service.
Discipleship Leader - Fellowship Church
Toronto, ON
05/2020 - Present
• Mentor a group of 6 girls between the ages of 9-13 to provide guidance and direction with ongoing life challenges.
• Collaborate with other church leaders in order to develop lesson plans and homework in order to promote spiritual growth.
Timeline
Employment Counsellor
VPI Working Solutions
06.2023 - Current
Team Lead
Mintz Global Screening
09.2021 - Current
Screening Agent
Mintz Global Screening
07.2017 - 09.2021
Barista
Starbucks
04.2017 - 07.2017
Cashier
Wal-Mart
08.2015 - 04.2017
Call Center Representative
Winning Research
08.2012 - 08.2015
Administrative Assistant
Wincar Auto Repair
06.2012 - 08.2012
Bachelor of Arts - Completed Coursework Towards A Degree.
Tyndale University
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