Tessa Graf
SARNIA,ON
Summary
Dynamic customer service professional with extensive experience at YMCA of Greater Toronto, excelling in client communication and problem-solving. Proficient in Microsoft Office applications and adept at managing appointments, I consistently enhance member satisfaction through attention to detail and ensuring a welcoming environment.
Overview
11
11
years of professional experience
Work History
CONTACT CENTRE AGENT
YMCA OF GREATER TORONTO
TORONTO, ON
05.2017 - 10.2026
- Communicated with members, participants, clients, and the general public via telephone and email to address inquiries and provide information
- Assisted members and participants with program/course registrations for camps and health & fitness to ensure smooth enrollment
- Processed memberships, cancellations, and applications for financial assistance and inclusion support
- Answer general questions about YMCA facilities and programs
- Scheduled language assessments for newcomers at designated times
- Handled reception area responsibilities when the regular receptionist was unavailable at head office while regular receptionist was away for lunch or vacation
CUSTOMER SERVICE AGENT
TORONTO HUMANE SOCIETY
TORONTO, ON
12.2021 - 09.2022
- Responded to telephone inquiries with accurate information and assistance, ensuring customer satisfaction.
- Greeted customers warmly to create a welcoming atmosphere.
- Answered email correspondence in a timely manner
- Processed debit/cash/credit payments efficiently using POS system, ensuring smooth transactions.
- Communicated with vet staff in order to create accurate documents such as vaccination records for clients
CLIENT SERVICES PROFESSIONAL
H&R BLOCK
SARNIA, ON
02.2017 - 04.2017
- Greeted clients in a personalized, friendly, and inviting manner
- Matched clients with appropriate tax professionals based on individual needs to enhance client satisfaction.
- Coordinated client appointments to optimize scheduling and streamline management processes.
- Accessed client information and prepared files for tax professionals
- Processed cash, debit, credit, and cashback transactions accurately to maintain financial integrity at the register.
- Ensured office cleanliness and organization to create a welcoming environment.
MEMBERSHIP SERVICES STAFF
YMCA JERRY MCCAW FAMILY CENTRE
SARNIA, ON
07.2016 - 04.2017
- Processed memberships, cancellations, and other registrations
- Provided assistance to members and visitors on membership and programming inquiries, enhancing member experience
- Welcomed members and visitors warmly, fostering a positive atmosphere
- Handled phone inquiries and returned calls promptly, ensuring effective communication
- Signed all visitors in to ensure security of the facility
- Assisted with child minding services during staff shortages, ensuring safety and care of children.
OFFICE ASSISTANT
LAMBTON COLLEGE OFFICE OF THE REGISTRAR
SARNIA, ON
02.2016 - 04.2016
- Managed data entry tasks to maintain up-to-date information. in Microsoft Excel spreadsheets
- Verified and updated student records to ensure accuracy in student database
- Processed outgoing and interdepartmental mail to facilitate timely communication
- Produced student diplomas using mail merge feature in Microsoft Word
- Scanned important student files and saved in designated folders
Education
Certificate Program - Office Administration
LAMBTON COLLEGE
SARNIA, ON04-2016
Bachelor of Arts - English Language and Literature
BROCK UNIVERSITY
ST. CATHARINES, ON06-2014
Ontario Secondary School Diploma -
NORTHERN COLLEGIATE INSTITUTE & VOCATIONAL SCHOOL
SARNIA, ON06-2009
Skills
- Customer service
- Microsoft Office
- Email correspondence
- POS and CRM systems
- Appointment coordination
- Database management
- Attention to detail
- Critical thinking
- Effective communication
- Problem-solving skills
- Organizational skills
Volunteer Work and Community Involvement
TORONTO CARES, TORONTO, ON Dec 2022
- Sorted and packed donated toys for families in need, donated clothing for families in need
GLADSTONE MUTUAL AID, TORONTO, ON May 2021-Apr 2023
- Discussed ways to improve community and assist community members, determined the needs of the community, was available to assist community members with day-to-day tasks as well as fundraising or providing with meals etc.
MISS HELEN'S PLACE DAYCARE, SARNIA, ON Feb-Jun 2009
- Helped care for children at toddler level, prepared snacks for children, prepared crafts for children
INN OF THE GOOD SHEPHERD, SARNIA, ON 2006-2009
- Prepared, served, and cleaned up meals
Timeline
CUSTOMER SERVICE AGENT
TORONTO HUMANE SOCIETY
12.2021 - 09.2022
CONTACT CENTRE AGENT
YMCA OF GREATER TORONTO
05.2017 - 10.2026
CLIENT SERVICES PROFESSIONAL
H&R BLOCK
02.2017 - 04.2017
MEMBERSHIP SERVICES STAFF
YMCA JERRY MCCAW FAMILY CENTRE
07.2016 - 04.2017
OFFICE ASSISTANT
LAMBTON COLLEGE OFFICE OF THE REGISTRAR
02.2016 - 04.2016
Certificate Program - Office Administration
LAMBTON COLLEGE
Bachelor of Arts - English Language and Literature
BROCK UNIVERSITY
Ontario Secondary School Diploma -
NORTHERN COLLEGIATE INSTITUTE & VOCATIONAL SCHOOL