Shandelle Smallwood
Whitby,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. And proficient in customer service best practices and related options.
Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Ontario Public Service
2023.12 - Current
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Personal Home Support Worker
Paramed Health Care
2022.02 - 2023.12
- Assisted disabled clients to support independence and well-being.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Supervised daily activities and provided assistance to staff.
- Monitored progress and documented patient health status changes to keep care team updated.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Provided mobility assistance such as walking and regular exercising.
Supervisor
Tim Horton's
2016.07 - 2021.10
- Delegated tasks for cleaning and maintenance of the restaurant.
- Managed team members and utilized their skills so that the restaurant can run at full capacity.
- Assisted and communicated directly with management team so that we can create a safe, and exciting workplace.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Maintained compliance with company policies, objectives, and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Resident Care Aide
Hillsdale Terraces
2020.10 - 2020.12
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Customer Service Representative
Rogers Communications
2018.09 - 2020.08
- Evaluated needs and wants of the customer so that I may provide services that best suits their needs.
- Maintained up-to-date knowledge of product and service changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Ontario Public Service
2017.09 - 2018.08
- Respond and resolve client enquiries from a diverse client group with quality customer service in a high volume fast paced multitasking environment regarding Provincial, Federal and Municipal programs
- Responded to clients inquiries and provide triage for Ontario Basic Income Pilot Project
- Interpret and explain relevant legislation, policies, procedures and practices
- Respond to enquiries using various electronic databases and resources
- Assisted with account creation, filing, updates and payments for individuals and corporate accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Education
No Degree - Personal Support Worker
Seneca College of Applied Arts And Technology
North York, ON09.2025
Skills
- Excellent oral and written communication/interpersonal skills
- Attention to detail and effective listening skills
- Organization and Time Management skills
- Superior analytical and research skills
- Basic accounting and math skills
- Ability to determine when to escalate complex enquiries
- Extensive experience and demonstrated ability in using PC computer systems and software applications to research/update data and prepare correspondence
- Microsoft Programs as Word, Excel, PowerPoint, Outlook
- Complaint Resolution
- Call Management
- Data Entry
- Service Upselling
- Staff Training
- Privacy and Confidentiality
- Client Relationship Management
Languages
English
Native or Bilingual
French
Elementary
Timeline
Customer Service Representative
Ontario Public Service
2023.12 - Current
Personal Home Support Worker
Paramed Health Care
2022.02 - 2023.12
Resident Care Aide
Hillsdale Terraces
2020.10 - 2020.12
Customer Service Representative
Rogers Communications
2018.09 - 2020.08
Customer Service Representative
Ontario Public Service
2017.09 - 2018.08
Supervisor
Tim Horton's
2016.07 - 2021.10
No Degree - Personal Support Worker
Seneca College of Applied Arts And Technology
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