STEPHEN MALONEY
Toronto,Canada
Summary
Detail-oriented professional with 8+ years in customer service and operations. Expertise in managing high-volume client interactions while ensuring documentation accuracy and compliance. Strong communication skills foster rapport and enhance customer loyalty.
Overview
10
10
years of professional experience
Work History
Call Centre Agent
Teleperformance Canada
Toronto, ON
04.2026 - Current
- Delivered high-quality customer service in fast-paced, high-volume environment, ensuring customer needs were met promptly.
- Use probing questions and active listening to identify customer needs and deliver accurate solutions.
- Established rapport with repeat callers to foster long-term customer satisfaction and loyalty.
- Maintain detailed records, follow compliance standards, and resolve issues professionally.
- Demonstrate reliability, punctuality, and strong performance during probation.
Case Manager
Department for Work and Pensions (UK Government)
02.2025 - 03.2026
- Conducted needs assessments and reviewed evidence to make informed, legislation-based decisions that supported client needs.
- Scheduled appointments and coordinated communication among clients, healthcare providers, and internal teams to streamline service delivery.
- Facilitated communication with clients through phone, email, and in-person inquiries.
- Ensured documentation was audit-ready and compliant with government requirements, facilitating successful audits and maintaining program integrity.
- Managed sensitive records and maintained accurate digital files across multiple systems.
- Provided floor-walking support and trained new staff on systems, documentation, and communication standards.
Case Worker
Department for Work and Pensions (UK Government)
06.2021 - 02.2025
- Managed 50–70 daily client interactions, offering guidance and resolving inquiries to support client needs.
- Assisted vulnerable individuals by using trauma-informed communication techniques. using empathetic, trauma-informed communication.
- Executed 15–20 administrative tasks daily, ensuring data accuracy and resolving discrepancies to maintain operational integrity.
- Coached and mentored colleagues, enhancing documentation practices and communication skills for improved team effectiveness.
- Conducted quality checks and audits for 120+ staff as part of the Service Assurance team.
- Maintained organized digital files and ensured compliance with audit standards.
Lead Carpenter / Site Lead
Self-Employed / Agencies
, United Kingdom
10.2018 - 06.2021
- Coordinated site operations and schedules, facilitating effective communication between subcontractors and clients.
- Constructed crates, boxes, and custom structures with accuracy and efficiency.
- Trained apprentices and supported junior team members in safe work practices.
- Executed material handling tasks, including lifting and transporting materials to meet project requirements.
- Ensured clean, organized, and safe work areas.
- Maintained logs and compliance records, ensuring thorough documentation for inspections and audits.
Apprentice Carpenter
Signature Living
, United Kingdom
10.2016 - 10.2018
- Executed carpentry tasks in fast-paced environments, ensuring precision and coordination to meet project deadlines.
- Facilitated material handling, accurate measurements, and thorough site preparation to support efficient project execution.
- Adhered to detailed instructions to deliver high-quality workmanship on each task.
- Fostered communication among coworkers to improve teamwork.
Education
Diploma of Professional Studies - Construction Technology / Carpentry
Hugh Baird College
UKNVQ Level 2 - Wood Occupations & Site Carpentry
Hugh Baird College
UKHigh School Diploma Equivalent -
Litherland High School
UKSkills
- Customer service & inquiry handling
- High-volume call handling
- Call center operations
- Multi-system navigation
- Workflow coordination
- Issue resolution
- Client relationship building
- Construction and tool knowledge
- Client interaction techniques
- Microsoft Office proficiency
- Organized and reliable
- Multi-system navigation & digital record management
- Quick software learner
- Handling confidential information
- Customer engagement strategies
- Payment processing
- Performance monitoring
- Workflow coordination & scheduling support
- Team training
- Training experience
- Customer relationship management
- Relationship building & client support
- Communicating with clients
- Staff onboarding support
- Reliable, punctual, and adaptable
- Strong typing speed and data accuracy
- Quick learner of new systems and software
- Comfortable with confidential information
- Reliable, punctual, and adaptable
- System navigation
- Interpersonal skills
- Client communication
- Microsoft Office (Word, Excel, Outlook, Teams)
- Call handling techniques
- Interpersonal skills
- Performance evaluation
- Inbound call management
- Physical capability: lifting, stocking, ladders
- Construction & tool knowledge
- Analytical
- Physically capable: lifting, stocking, ladders, warehouse environments
- Logging call information
- Service-related knowledge
- Customer retention strategies
- System documentation
- Customer service
- Inbound phone calls
- Verbal and written skills
- Call center management
- Complaint resolution
- Building rapport
Languages
English
Native/ Bilingual
Timeline
Call Centre Agent
Teleperformance Canada
04.2026 - Current
Case Manager
Department for Work and Pensions (UK Government)
02.2025 - 03.2026
Case Worker
Department for Work and Pensions (UK Government)
06.2021 - 02.2025
Lead Carpenter / Site Lead
Self-Employed / Agencies
10.2018 - 06.2021
Apprentice Carpenter
Signature Living
10.2016 - 10.2018
Diploma of Professional Studies - Construction Technology / Carpentry
Hugh Baird College
NVQ Level 2 - Wood Occupations & Site Carpentry
Hugh Baird College
High School Diploma Equivalent -
Litherland High School