Patricia Thomas
Orangeville
Summary
Professional with strong background in providing exceptional customer service in high-pressure environments. Adept at ensuring passenger safety and comfort, with focus on team collaboration and adaptability to changing needs. Skilled in conflict resolution, communication, and emergency response procedures. Reliable and results-driven, consistently meeting and exceeding employer expectations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Supervisor
Services and Housing In Province
09.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.· Overseeing the referral and intake process of potential tenants while providing case management expertise and support to the staff
- ·Developing and fostering a staff team which effectively functions to meet the program goals
- Managing employee performance and performing necessary administrative duties such as vacation planning, timekeeping, and performance reviews within the context of the collective agreement
- Implementing and maintaining a system for collecting relevant statistics needed for evaluations, reports, and funding proposals
- Prioritizing and assigning shift responsibilities and duties to team members
- Facilitating case conference meetings for clients with complex needs operating from a housing first, trauma informed, hard reductionist approach
- Ensure staff adhere to policies, procedures, and/or the collective agreement
- Assist in program planning, program monitoring, achievement of service targets, and development of the annual work plan/program goals
- Maintain a conducive environment to allow for psychological stabilization in a person-centered program that operates 24/7
- Provide direction to develop individual person-centered service plans addressing the immediate short-term needs, along with clinical and psychosocial supports
- Liaise with community support and partners
- Represent the organization at community and partner meetings and events
- Act as the On-Call responder for other 24/7 programs
- Demonstrate a strong quality care and service delivery based on SHIP's Vision, Mission and Values
- Ensure appropriate records are kept and make sure that statistical information is maintained as per agency standards
- Adhere to agency Health & Safety Program and the Client Safety Framework in the promotion of client safety
- Perform additional duties as required/delegated
Cabin Crew Member
Lynx Air
01.2023 - 01.2024
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Training as a flight attendant in a 4 week program in Calgary
- RAIC obtained at YYZ
- Ability to maintain clearance
- Ensured safety and comfort of customers onboard aircraft.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
Gaming Floor Server
Woodbine Casino
03.2023 - 10.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Deliver, maintain and exceed customer service quality standards set in place.
- Train new staff
- Serve members on the casino floor
- Adhere to Smart Serve and Alcohol and Gaming commission's regulations.
- Present menus and specials of the day
- Conduct inventory of supplies and fill when required.
- Cultivated warm relationships with regular customers.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Bartender/Server
Bar Six
04.2021 - 12.2022
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Conduct quality checks to ensure customer orders are accurate and presented according to standards
- Serve drinks to the restaurant with attention to detail and consistency
- Ability to follow the recipes of beverages and prepare them accordingly
- Set-up and take down and maintain cleanliness of the bar
- Help maintain a safe, clean and friendly environment
- Provides guests with exceptional customer service, ensuring that they leave with a great experience
- Be knowledgeable about alcohol and non alcohol offerings
Education
Associate of Applied Science - BA Science in Community And Social Services
University of Guelph/Humber
09-2018
Associate of Arts - Social Service Worker
Humber College
Toronto09-2014
Associate of Science - RPN
Georgian College
Orangeville, ON06-2011
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Decision-making
- Complex Problem-solving
- Inventory control
- Staff development
- Analytical thinking
- Staff discipline
- Team building
- Processes and procedures
- Conflict resolution
- Negotiation
- Safety protocols
- Risk management
- Organizational skills
- Effective communication
- Professional demeanor
Certification
- Food Handling Certificate- Training 2025
- Anger Management Certificate 2014
- CPI- 2025
- First Aid & CPR- 2024
- Mental Health First Aid- 2015
Timeline
Supervisor
Services and Housing In Province
09.2024 - Current
Gaming Floor Server
Woodbine Casino
03.2023 - 10.2023
Cabin Crew Member
Lynx Air
01.2023 - 01.2024
Bartender/Server
Bar Six
04.2021 - 12.2022
Associate of Applied Science - BA Science in Community And Social Services
University of Guelph/Humber
Associate of Arts - Social Service Worker
Humber College
Associate of Science - RPN
Georgian College
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