Sylvia Hourie

• Provided care for children in family or group home settings
• Observed and monitored children's play activities
• Kept detailed records on individual children, including daily behavioral observations, information about activities, meals served, and medications administered
• Spent occasional nights in clients home to provide care for children in situations when a parent/guardian is in hospital or temporarily unable care for their children.
• Maintained strict adherence to data protection regulations when handling children's information, ensuring confidentiality and security at all times.
• Identified signs of emotional and developmental problems in children and brought them to parents' and/or agency's attention
• Performed light housekeeping duties such as laundry, dusting, vacuuming, and dish-washing
• Accompanied children to and from school, on outings, and to medical appointments when required
• Submitted monthly reports of dates, hours, and locations of homes worked in.

• Delivered exceptional customer service in an inbound call center environment via telephone, email, and/or live chat.
• Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
• Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided..
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Was recognized as Employee of the Month seven times for consistently exceeding performance goals for service levels, call times and productivity.
• Referred unresolved customer grievances to designated departments for further investigation when necessary.

Relief Receptionist Responsibilities:

• Welcomed office visitors with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Helped maintain office security by monitoring visitor access and issuing badges as needed.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Handled incoming and outgoing package and mail deliveries,
• Scheduled appointments and maintained and updated appointment calendars
• Operated telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Collected, sorted, distributed and prepared mail, messages and courier deliveries
• Managed conference room schedules to ensure efficient use of space for meetings and other events.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Managed office supply inventory.

• Enhanced children's well-being by providing a safe, nurturing, and structured home environment.
• .Provided transportation to school, appointments, extracurricular activities, and family visits as needed.
• Attended ongoing training sessions and workshops to stay current on best practices in foster care provision and trauma-informed parenting techniques..
• Assisted children through recovery from difficult home or school situations.
• Fostered cultural competence by celebrating Aboriginal traditions, customs, and teachings.
• Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
• Developed trust-based relationships with each child by offering emotional support and empathetic listening skills when needed most.
• Arranged medical and psychiatric tests to identify difficulties and indicate potential remedial approaches.
• Maintained detailed records of children's progress, medical appointments, and school activities for regular review by caseworkers.
• Collaborated with social workers to develop individualized care plans for each child in care.
• Maintained open communication with caseworkers and support teams to ensure that the needs of each child were being met effectively.

• Responded to customer inquiries via telephone, email and live chat to answer questions and provide updated information
• Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
• Participated in ongoing training sessions and workshops to continuously improve and update knowledge base and skillset..
• Kept detailed records of all customer interactions and transactions, including details of inquiries, complaints, as well as any actions taken
• Achieved success in retaining irate customers by offering targeted solutions and demonstrating empathy during challenging interactions.
• Issued replacement orders or applied refunds to accounts when warranted
• Trained new representatives regarding company operations, policies and services.