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
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
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.
01.2006 - 01.2007
- Maintained Land Records and assisted Land Analyst with general office procedures
Competitive Operator
TELUS COMMUNICATIONS
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
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
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
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