Yulia Kindler
Social Worker
Toronto,ON
Summary
A dedicated and highly organized Customer Service Expert and with 14 years of experience in delivering exceptional service across diverse settings while using the skills acquired during BSW. Known for being a positive, adaptable, and sociable professional, I bring a unique combination of strong interpersonal skills and a deep commitment to supporting individuals in need. My background includes extensive customer service experience, as well as health, emergency, and safety training, which allows effective management sensitive situations with care and efficiency. I am reliable and resourceful, able to build rapport with clients and colleagues alike, and consistently demonstrate a strong work ethic and attention to detail. Adept at managing multiple tasks and responsibilities, I thrive in fast-paced environments and am committed to providing high-quality support and assistance to both individuals and teams.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Pet Support Service Agent Volunteer
Toronto Humane Society
10.2022 - Current
- As a Pet Support Service Agent, I provide essential customer service to a diverse clientele, assisting with various pet-related inquiries and requests to support the mission of Toronto Humane Society
- Client Assistance: Respond to inquiries related to animal adoption, providing accurate and detailed information about available pets, adoption processes, and requirements
- Animal Food Bank Support: Manage requests for the animal food bank, ensuring clients in need are provided with necessary resources and assistance in a timely and compassionate manner
- Resource Guidance: Offer information on pet care, behavior, and wellness resources to clients, guiding them to appropriate services, support programs, or referrals
- Diverse Clientele Support: Assist individuals from various cultural, socioeconomic, and linguistic backgrounds with sensitivity and respect, ensuring equitable access to resources and services
- Collaboration: Work closely with other teams within the Humane Society to coordinate services, resolve client issues, and ensure the well-being of animals under the Society's care
- This role requires strong communication skills, empathy, and a passion for animal welfare, with a focus on providing outstanding service to the community
Customer Experience Specialist
Air Canada
03.2019 - Current
- Provide exceptional service to passengers by addressing their needs, concerns, and inquiries throughout their journey, ensuring a smooth and positive experience
- Clear Communication: Convey information empathetically and effectively, especially in challenging situations, while maintaining calm and professional
- Problem-Solving: Adapt quickly to resolve issues such as flight changes, delays, or customer complaints, ensuring a seamless experience
- Empathy & Emotional Intelligence: Demonstrate understanding and cultural sensitivity to connect with diverse passengers and enhance customer satisfaction
- Teamwork & Collaboration: Work efficiently with various departments to resolve issues and deliver outstanding service
- Conflict Resolution: Handle difficult situations, de-escalate tense moments, and provide satisfactory solutions to unhappy customers
- Positive Attitude: Maintain a cheerful and professional demeanor under pressure, ensuring passengers feel valued and reassured
- Attention to Detail: Anticipate passenger needs, personalize interactions, and offer proactive assistance to enhance their journey
- My role as CSA requires strong communication, problem-solving, stress management and interpersonal skills, with the ability to work under pressure and maintain a positive customer experience
- Also I'm required to demonstrate emotional intelligence, and the ability to stay calm under pressure
- The role requires the specialist to act as a problem-solver, demonstrating empathy and ensuring passengers feel heard and valued throughout their experience
- A mix of patience, positivity, adaptability, and the ability to work as part of a team are key to creating the high-quality customer service that defines Air Canada
Bar Manager
Neruda Restaurant
07.2018 - 03.2019
- Expertly prepared and served both alcoholic and non-alcoholic beverages to the highest standard while providing guests with outstanding customer service
- Carefully followed health and safety, sanitary, and alcohol awareness procedures
- Actively promoted a cooperative and harmonious working environment to boost morale, productivity and efficiency, and to increase sales
- Performed Professionally during periods of high volume or unusual events to keep bar operating smoothly
- Informed supervisors of unusual situations, while taking appropriate action, and effectively resolving customer complaints
- Represented the restaurant with enthusiasm and intimate knowledge of the menu
- Coordinated work schedule for the Bartenders and the Bussers
Geriatric Social Worker – Special Program for Widows of Abusive Partners
Municipal Geriatric Services
10.2015 - 06.2016
- As a Geriatric Social Worker in the Special Program for Widows of Abusive Partners, I worked under supervision while providing comprehensive support to elderly women who have experienced domestic abuse, helping them rebuild their lives in a safe and empowering environment
- Individual Counseling: One-on-one counseling to widows, addressing the emotional, psychological, and social impacts of abuse, and supporting clients through the grieving process and recovery as well as adapting to their new life as an independent adult
- Home Visits: Regular home visits to assess clients' living conditions, ensure safety, and provide emotional support in a familiar and comfortable environment
- Offered practical assistance and referrals as needed to enhance clients' quality of life
- Family Interventions: Worked with family members to facilitate healthy communication, conflict resolution, and family dynamics, helped rebuilding relationships and provided the necessary support system for the widow's healing
- Support Groups: Led and facilitated group therapy sessions and peer support groups, creating a safe space for widows to share their experiences, build connections, and foster a sense of community
- Educational Lectures: Developed and delivered lectures and workshops on topics such as coping with loss, financial independence, self-care, and navigating the legal and social systems, empowering clients with knowledge and resources to take control of their lives
- Collaboration & Referrals: Worked closely with other social service providers, healthcare professionals, and community organizations to coordinate resources and support for clients, ensuring comprehensive care and advocacy for their needs
- Advocacy: Advocated for the rights and needs of elderly widows in abusive situations, ensuring they receive appropriate services and are empowered to make informed decisions about their well-being and future
- The placement provided me with experience in geriatric social work, a deep understanding of the dynamics of abuse in older adults, and a compassionate, trauma-informed approach to helping clients heal
Flight Attendant
EL- AL Airlines
03.2014 - 06.2015
- Trained on operation of various aircrafts
- Assured the safety, comfort and welfare of passengers
- Maintained a friendly, positive attitude when dealing with passengers
- Supervised unaccompanied minors during flights
- Explained the use of safety equipment and answered passengers' questions
- Relayed updates and information to passengers in a gracious and timely manner
Bartender
English Pub
10.2012 - 03.2015
Bartender and Barista
Nona Cafe
01.2013 - 01.2014
Probation Officer Intern
Probation Office of Ramla
10.2012 - 06.2013
- Managed three individual cases independently, ensuring consistent communication with my supervisor for guidance and submitting detailed reports on all meetings, actions, and decisions
- Employed Cognitive Behavioral Therapy (CBT) and play therapy techniques to establish trust, foster communication, and better understand the needs of young clients, resulting in strong rapport and positive behavioral progress
- Worked collaboratively with schools, parents, probation officer supervisors and court representatives to create tailored rehabilitation plans, including successfully developing a plan for one client to return to school at a lower grade, helping them continue their education while addressing behavioral concerns
- Facilitated the integration of client needs with legal requirements, balancing school policies and juvenile justice mandates to support successful outcomes
- At the conclusion of my placement, prepared and submitted comprehensive written recommendations to the court, providing insights on client progress and advising on suitable next steps for their rehabilitation
- This experience honed my skills in case management, collaboration with multiple stakeholders, and applying therapeutic techniques to support the rehabilitation of underaged individuals in the legal system
Social Worker- Intern Position
Tel- Aviv Municipality
10.2011 - 06.2012
- Solely managed and reported on three client cases, ensuring consistent communication and updates with my supervisor throughout the process
- Led a highly sensitive and complex case involving two sisters (19 & 21 years old) and their mother, who were victims of severe abuse by a relative
- As the only Russian-speaking worker in the department, I was entrusted with leading this case, building trust, and facilitating the sisters social reintegration
- Utilized action-centered exposure therapy to help the sisters gradually overcome their intense fear of leaving the house
- Developed a personalized approach, taking small, incremental steps while providing constant reassurance, leading to visible progress in their ability to communicate and engage socially
- Assisted other welfare clients in claiming their rights and accessing resources, ensuring they received the support needed to improve their life situations
- Demonstrated compassion, cultural sensitivity, and a commitment to empowering individuals in difficult circumstances while collaborating effectively with supervisors and team members
Education
Bachelor of Social Work -
Tel- Aviv University
Life Coach Diploma - undefined
Shiluvim
Flight Attendant Qualification Course - undefined
EL- AL Airlines
Bartender course -
Barmaster
Beer- ShevaSmart Serve Ontario Certificate -
Skills
Excellent customer care
Great communication skills
High cultural awareness and respect
Conflict resolution
Exceptional Problem solving
Maintaining composure under pressure
Client needs assessment
Attention to details
Client advocacy
Life skills development
Solution-based interventions
Military Service
Israeli Defense Forces, 2008-2010, Volunteered for special service in the navy.
Timeline
Pet Support Service Agent Volunteer
Toronto Humane Society
10.2022 - Current
Customer Experience Specialist
Air Canada
03.2019 - Current
Bar Manager
Neruda Restaurant
07.2018 - 03.2019
Geriatric Social Worker – Special Program for Widows of Abusive Partners
Municipal Geriatric Services
10.2015 - 06.2016
Flight Attendant
EL- AL Airlines
03.2014 - 06.2015
Bartender and Barista
Nona Cafe
01.2013 - 01.2014
Bartender
English Pub
10.2012 - 03.2015
Probation Officer Intern
Probation Office of Ramla
10.2012 - 06.2013
Social Worker- Intern Position
Tel- Aviv Municipality
10.2011 - 06.2012
Life Coach Diploma - undefined
Shiluvim
Flight Attendant Qualification Course - undefined
EL- AL Airlines
Bachelor of Social Work -
Tel- Aviv University
Bartender course -
Barmaster
Smart Serve Ontario Certificate -
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