Tonya Doucette
Calgary,AB
Summary
Seeking a position in a dynamic Customer Service / Admin role.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Personal Caregiver
Mary and Alexis Bayard
New Castle, Delaware
09.2018 - 12.2021
- Maintained clean, safe, and well-organized patient environment.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted clients in maintaining independence through consistent support and encouragement.
- Developed positive relationships with clients by demonstrating empathy, patience, flexibility, which led to increased trust between caregiver and client.
- Built strong relationships with clients to deliver emotional support and companionship.
Cash Manager
Shoppers Drug Mart
Calgary, AB
03.2013 - 08.2015
- Handled cash deposits, lottery sales; inventory control and coin orders
- Enhanced cash flow by implementing efficient cash management processes and procedures.
- Provided regular updates to senior management on cash management activities, progress against targets, and areas of potential risk or opportunity.
- Reduced discrepancies in cash handling by conducting regular audits and providing staff training.
- Established strong relationships with banking partners, leveraging expertise to enhance overall cash management capabilities.
Oil & Gas Land Administration
CANADIAN NATURAL RESOURCES LTD.
Calgary, AB
01.2006 - 01.2007
- Maintained Land Records and assisted Land Analyst with general office procedures
Competitive Operator
TELUS COMMUNICATIONS
Calgary, AB
01.2005 - 01.2006
- Consistantly provided a level of services that was considered “Best In Class”
- Assisted 900+ customers per day, achieved Key Performance Indicator objectives
Customer Service Representative (Financial)
SCOTIA BANK
Calgary, AB
01.2003 - 01.2004
- Promoted to leadership (Head Teller) position, responsible for ensuring front operations ran smoothly, assisted other tellers with daily tasks
- Processed payments including: cash, cheques, debit cards, charge cards and provided receipts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Manager / Cashier
McCULLY’S GENERAL & EXPRESS STORES
Calgary, AB
01.1997 - 01.2001
- Analyzed and interpreted sales, performance reports and made recommendations on sales
Education
Certificate - Hospital Unit Clerk
Bow Valley College
Calgary, AB08.2007
Certificate - Oil And Gas Land Administration
SAIT POLYTECHNIC
Calgary, AB06.2007
General Studies -
MOUNT ROYAL COLLEGE
Calgary, AB01.2003
Academic Upgrading (College Entrance) -
MOUNT ROYAL COLLEGE
Calgary, AB01.2002
Skills
- Records Management
- Office Administration
- Computer Savvy
- Customer Service
- Effective Communication
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
Pages
2
Timeline
Personal Caregiver
Mary and Alexis Bayard
09.2018 - 12.2021
Cash Manager
Shoppers Drug Mart
03.2013 - 08.2015
Oil & Gas Land Administration
CANADIAN NATURAL RESOURCES LTD.
01.2006 - 01.2007
Competitive Operator
TELUS COMMUNICATIONS
01.2005 - 01.2006
Customer Service Representative (Financial)
SCOTIA BANK
01.2003 - 01.2004
Manager / Cashier
McCULLY’S GENERAL & EXPRESS STORES
01.1997 - 01.2001
Certificate - Hospital Unit Clerk
Bow Valley College
Certificate - Oil And Gas Land Administration
SAIT POLYTECHNIC
General Studies -
MOUNT ROYAL COLLEGE
Academic Upgrading (College Entrance) -
MOUNT ROYAL COLLEGE