Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Laurie Roy

Madoc

Summary

Dynamic customer service professional specializing in enhancing client satisfaction and recovering lost customers. Proven ability to address team needs and exceed expectations through strong communication and project management skills. Bilingual in French and English, dedicated to continuous improvement and creating positive customer experiences. Experienced in multitasking and time management, ready to contribute effectively in a fast-paced environment.

Overview

22
22
years of professional experience

Work History

Customer Support Expert

Concentrix
Belleville
06.2024 - Current
  • Assisted French and English-speaking clients in navigating a popular accounting software.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Recorded all customer interactions into the database system accurately and completely.
  • Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.

Event Planner/Owner

Events and Occasions by Laurie
Madoc
01.2013 - Current
  • Coordinated vendor shows encompassing location arrangements, theme development, and vendor sourcing.
  • Managed catering logistics, ensuring timely preparation for events.
  • Implemented comprehensive marketing strategies, including social media, email campaigns, and print advertising to maximize event attendance.
  • Initiated post-event evaluations to assess success levels of events.
  • Maintained accurate records related to attendance, budgeting, contracts.

Small Business Co-Owner

Sweets, Eats N Country Treats
Madoc
01.2011 - Current
  • Managed small business specializing in handcrafted food products and crochet items.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
  • Maintained records of all financial transactions including invoices, purchases and payments.

Home Support Worker

Care Partners
Madoc
03.2024 - 07.2024
  • Supported clients by preparing meals, administering personal care, and aiding daily tasks.
  • Assisted individuals with mobility issues in transferring from bed to wheelchair and vice versa.
  • Built strong and trusting rapport with clients and loved ones.
  • Provided emotional support through active listening, empathy and compassion.
  • Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
  • Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.

Shift Supervisor

Tim Hortons
Madoc
03.2022 - 06.2024
  • Supervised team to meet deadlines effectively during the afternoon shift.
  • Communicated clearly with employees regarding job duties, expectations, and policies.
  • Assisted upper management with daily operations to meet standards of service and quality.
  • Identified needs of customers promptly and efficiently.
  • Served as a role model for other employees by demonstrating professional behavior at all times.
  • Assisted in the development and implementation of new operational procedures.
  • Resolved customer complaints and reported issues to senior management.
  • Coordinated with other shift leaders and management to ensure smooth transitions between shifts.
  • Trained new employees on company policies and procedures.
  • Oversaw work and guest areas to provide clean, tidy, and properly sanitized facilities according to established guidelines.
  • Observed food safety and sanitation protocols to reduce germ spread.

Dietary Aide

Aon Inc
Tweed
05.2021 - 03.2022
  • Company Overview: Moira Place
  • Work to serve meals to residents, cleaning of dishes and dining room
  • Moira Place
  • Set up trays for patients upon request.
  • Cleaned and maintained dining room during and after each meal service.
  • Served food and beverage items to residents, meeting therapeutic diets.
  • Maintained a safe working environment by following all safety protocols.
  • Checked temperatures of hot food before serving it to patients and residents.
  • Provided assistance with meal setup, serving, and clean up as needed.
  • Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.

Coordinator

Madoc & District Chamber of Commerce
Madoc
06.2019 - 11.2020
  • Directed office administration and planned workshops.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
  • Coordinated renewal campaigns to enhance retention rates.
  • Automated office operations for managing client correspondence, payment schedules and data communications.
  • Managed front desk operations including greeting visitors, answering questions or directing them appropriately

Educational Assistant

Hastings and Prince Edward District School Board
Madoc
09.2003 - 06.2012
  • Provided one-on-one support to students requiring additional assistance with assignments.
  • Customized small group and individual classroom activities based on differentiated learning needs.
  • Maintained accurate records of student attendance, behavior, and academic progress.
  • Supervised recess periods to ensure safety of all students on the playground.
  • Monitored students in class, hallways, and cafeteria to enforce school rules.

Education

Personal Support Worker - Personal Support Worker

Gates College
Online
02-2023

Educational Assistant Diploma -

Kingston Learning Center
06-2001

Grade 12 Diploma -

E.S. Marc-Garneau
06-1997

Skills

  • Bilingual (French and English, written and spoken)
  • Resolve technical problems
  • Adaptability and flexibility
  • Financial reporting
  • Organizational skills
  • Team collaboration
  • Client relationship management
  • Event coordination
  • Attention to detail
  • Menu planning
  • Promotional material design
  • Multitasking Abilities

Languages

English
Native/ Bilingual
French
Native/ Bilingual

References

References available upon request.

Timeline

Customer Support Expert

Concentrix
06.2024 - Current

Home Support Worker

Care Partners
03.2024 - 07.2024

Shift Supervisor

Tim Hortons
03.2022 - 06.2024

Dietary Aide

Aon Inc
05.2021 - 03.2022

Coordinator

Madoc & District Chamber of Commerce
06.2019 - 11.2020

Event Planner/Owner

Events and Occasions by Laurie
01.2013 - Current

Small Business Co-Owner

Sweets, Eats N Country Treats
01.2011 - Current

Educational Assistant

Hastings and Prince Edward District School Board
09.2003 - 06.2012

Personal Support Worker - Personal Support Worker

Gates College

Educational Assistant Diploma -

Kingston Learning Center

Grade 12 Diploma -

E.S. Marc-Garneau

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Laurie Roy