Stephanie Robinson-Beaudoin
Ottawa,Ontario
Summary
Knowledgeable and dedicated customer service professional with extensive experience in shelter/ addictions services network. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction, as well as ensuring confidentiality.
Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing as part of a team.
Gifted in working with stressed, confused and upset individuals in need of information and supportive guidance to navigate the shelter systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Motivated FLW of 7 years which thrives in fast-paced environments. Works independently, with minimal supervision and eager to pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Front Line Worker
Salvation Army Ottawa Booth Centre-Men's Shelter
Ottawa, Ontario
09.2009 - 10.2016
- Maintained up to date files for each client on the HIFIS system, as well as writing out all daily Incident Reports, ensuring each copy was sent to the appropriate department for follow up procedures.
- Responsible for being the first point of contact for clients coming into the shelter and seeking immediate assistance with basic needs and/or help with addictions.
- Responsible for intervening and de-escalating aggressive behaviors, as well as working along side OPS and/or EMS when necessary.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responsible for ensuring that medication administration documents were signed and reviewed daily to meet individual requirements
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience.
- Trained staff on operating procedures and company services.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Monitored cash drawers and donation stations and made daily cash deposits to Head Office
Education
High School Diploma -
D'Arcy McGee H.S
Gatineau, QCDiploma - Community And Social Services
Herzing College
Ottawa, Ontario11.2009
Skills
- Needs Assessment
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Administrative Management
- Issue and Complaint Resolution
- Advocacy and Counseling
- Document and Records Management
- Patient and Empathetic
- Cultural Awareness
- Establishing and Maintaining Customer Relationships
- Proactive Self-Starter
Certification
- CPR Training/ Defib. Certified- (kept up to date yearly by Salvation Army as required)
- Suicide Prevention Training- refresher coarse done each year
- Managing Aggressive Behaviors Training 2013/2014
Timeline
Front Line Worker
Salvation Army Ottawa Booth Centre-Men's Shelter
09.2009 - 10.2016
High School Diploma -
D'Arcy McGee H.S
Diploma - Community And Social Services
Herzing College
- CPR Training/ Defib. Certified- (kept up to date yearly by Salvation Army as required)
- Suicide Prevention Training- refresher coarse done each year
- Managing Aggressive Behaviors Training 2013/2014
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