Kzzia Williams
Pickering
Summary
Detail-oriented and driven paralegal with a strong background in dispute resolution, contract law, and customer service. Skilled at managing intricate legal issues, supporting high-level escalations and legal disputes. Eager to apply expertise in a challenging legal role to drive successful legal outcomes and contribute to overall business success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Paralegal- Litigation & Dispute Resolution
Enercare Home Services
05.2024 - 05.2025
- Lead and manage a portfolio of small claims litigation files, including drafting pleadings, settlement proposals, and evidence packages.
- Support the Executives Escalation Team and Office of the President (OOP) by providing legal analysis and strategic input on high-profile customer disputes.
- Investigate and respond to claims involving breach of contract, negligence, and consumer protection issues, ensuring legal accuracy and consistency with company policies.
- Draft legal correspondence, negotiate settlements, and ensure compliance with legal and regulatory standards.
- Collaborate with internal teams (legal, sales, operations) to gather documentation, assess liability, and formulate risk-conscious resolutions.
- Interpret and apply relevant legislation (Consumer Protection Act, contract law) in litigation and dispute resolution matters..
- Prepared legal briefs, motions, and pleadings.
Paralegal Student
Richard Sherman Barrister and Solicitor
07.2023 - 05.2024
- Checked daily docket
- Filled out forms (Bail variation, trial, etc)
- Spoke to set date matters in court
- Sent emails to clients, crowns, trial coordinators, and other various people
- Attended court in person daily
- Attended Gladue Court
- Attended JPTs, CPTs, and bail hearings
- Reviewed disclosure and evidence
- Researched relevant laws and case law
- Assisted in preparing and drafting legal documents, such as briefs, and pleadings, under the supervision of an attorney
- Prepared documents for court filings and submissions
- Conducted legal research to support attorney in preparing legal documents and developing case strategies
- Assisted attorneys in preparing clients for court appearances, including reviewing charges, bail, and positions with clients, and conducting interviews with clients
- Assisted in conducting client interviews in cells to gather relevant information for the case
Contact Centre Agent
YMCA Head Office
02.2023 - 05.2024
- Responded to members regarding all YMCA programs and services using various communication channels (telephone, email, mail, etc.)
- Provided referrals, processed registrations, cancellations, bookings, sales, renewals, upgrades, modifications, payment resolution, and orientations in an efficient manner
- Provided Employment and Community Programs sales, orientations, assessment bookings, and general information
- Supported YMCA Health and Fitness in phone sales/registration, renewals, upgrades, modifications, payment issues, complaints/recommendations, and general inquiries
- Supported Summer Camp in sales/registration, orientations, referrals, payment issues, complaints/recommendations, and general inquiries
- Provide excellent customer service by promptly addressing member inquiries and resolving any issues or concerns
Digital Support Agent
Restaurant Brands International
09.2021 - 09.2022
- Provided technical support and troubleshooting for customers experiencing issues with the Restaurant Brands International mobile app or website
- Communicated with customers via email
- Processed refunds to various payment methods (i.e. credit card or gift card)
- Transferred funds from gift card to mobile app/website account
- Utilized Zendesk as a CRM to manage a minimum of 80 client contacts per day
- Identified customer needs and helped customers use specific features
- Analyzed and reported app/website malfunctions
HR Escalation Line
Durham Region Health
03.2021 - 09.2021
- Handled inbound calls in a professional and friendly manner
- Handled transferred calls from tier 1 agents not able to book appointments
- Obtained client information by answering telephone calls and interviewing clients
- Verified client information
- Determined vaccine eligibility by comparing client information to requirements
- Scheduled, re-scheduled, and cancelled new and existing vaccine appointments
- Provide guidance and support to tier 1 agents on handling complex inquiries and requests related to vaccine appointments
- Ensure compliance with all applicable laws and regulations in the handling of sensitive client information
- Ensure timely and accurate documentation of all client interactions and issues
Call Centre Agent
Rogers Communications
06.2017 - 10.2020
- Obtained client information by answering telephone calls; interviewing clients; verifying information.
- Determined eligibility by comparing client information to requirements.
- Established policies by entering client information; confirming pricing.
- Informed clients by explaining procedures; answering questions; providing information.
- Maintained communication equipment by reporting problems.
- Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures.
- Updated job knowledge by studying new product descriptions; participating in educational opportunities.
- Provides exceptional customer service by resolving issues and complaints in a timely and professional manner, ensuring customer satisfaction and retention.
- Utilize a CRM system to track and manage client interactions, ensuring accurate and up-to-date information is maintained
- Efficiently handle a high volume of inbound and outbound customer calls to provide prompt and accurate responses to inquiries, issues, and complaints.
Education
Graduate Certificate - Paralegal Studies
Centennial College of Applied Arts And Technology
Toronto, ON06-2023
Bachelor of Arts - Sociology
University of Toronto
Toronto, ON06-2022
Skills
- Proficient in client interactions
- Legal document drafting
- Case analysis
- Document drafting
- Contract review
- Legal case assistance
- Customer service
- Verbal and written communIcaton
- Problem-solving skills
- Research
- Detail-oriented
- Proofreading legal documents
Languages
French
Limited Working
English
Native or Bilingual
Certification
Paralegal License- Law Society of Ontario
- February 2024
Timeline
Paralegal- Litigation & Dispute Resolution
Enercare Home Services
05.2024 - 05.2025
Paralegal Student
Richard Sherman Barrister and Solicitor
07.2023 - 05.2024
Contact Centre Agent
YMCA Head Office
02.2023 - 05.2024
Digital Support Agent
Restaurant Brands International
09.2021 - 09.2022
HR Escalation Line
Durham Region Health
03.2021 - 09.2021
Call Centre Agent
Rogers Communications
06.2017 - 10.2020
Graduate Certificate - Paralegal Studies
Centennial College of Applied Arts And Technology
Bachelor of Arts - Sociology
University of Toronto
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