Samantha Joyce

  • Brockville Ontario
Samantha Joyce

Student & Volunteer

Highlights

  • President of Student Administrative Council for 2016-2017 academic year.
  • Child and Youth Care Class Representative on Board of Directors for 2015-2016 year.
  • Volunteer with Big Brothers Big Sisters of Leeds and Grenville in a traditional match.
  • Volunteer with RNJ Youth Services as a Table Coach for Rebound & Choices program.
  • ASIST and First Aid/CPR certified.
  • Advanced computer skills and typing speed of 75wpm.                          
  • Experienced with Microsoft Excel, Word, Outlook and Powerpoint.
  • Leadership and customer service excellence.
  • Skilled in conflict-resolution and de-escalation techniques.
  • Seven years of experience in auditing and quality assurance.

Work History

Work History
2016 - Present

Table Coach

RNJ Youth Services
  • Volunteer for Rebound Choices program for grade 7 and 8 students
  • Volunteer for Rebound program for youth aged 16-17.
2015 - Present

Big Sister

Big Brothers Big Sisters of Leeds and Grenville
  • Volunteer Big Sister in a traditional match.
  • Event volunteer.
2015 - Present

Brand Ambassador

Mini Donut Express
  • Independently open, operate, and close a pop-up mini donut booth in grocery stores.
  • Provide customer service while producing, sampling, and selling mini donuts.
2010 - Present

Independent Contractor

Mystery Shopping
  • Ongoing mystery shopping at national automotive service centre.
  • Completed audits and ID checking programs for LCBO, Beer Store, Giant Tiger, and Pioneer.
  • Completed customer service shops for major retailers such as Petro, Mac's and Koodo Mobile.
  • Completed fast food evaluations for McDonald's, Subway, and A&W.
2015

Facilitator

Best Buddies Canada
  • Volunteer facilitator in raising awareness.
2013 - 2014

Administrative Assistant

Four-O-One Electric Ltd.
  • Responded to incoming customer inquiries via email, phone, or in-person.
  • Created and updated new customer and corporate files in ServiceCEO Insight Direct.
  • Created and scheduled estimates and work orders for  new quotes, jobs, and projects.
  • Processed time cards, previous day’s work reports, project starts, WSIB certificates, ENOPs, generator reports, and panel legends.
  • Maintained office supplies, company cell phone inventory, generator service tracker, key lock up, corporate and scheduling calendar, and filing systems.
  • Planned and prepared for employee events, tracked visits from external services, created and updated document templates,  took meter readings, wrote various letters, sent and received faxes, and linked reports to customer files.
  • Processed payments, received guests, followed-up with customers, and provided support where necessary to assist internal customers.
2013

Assembly Line Worker

Adecco Group
  • Worked on factory line producing, preparing, and packaging cleaning products.
  • Stacked, pre-packaged, and palletized Swiffer Wet products.
  • Produced and packaged Swiffer Duster products 3-24 count.
  • Wrapped and identified full skids for shipment.
2012 - 2013

Team Leader

Transcom
  • Led a team of up to 25 agents within a fast-paced contact center.
  • Created work orders/trouble calls and troubleshot phone, internet, and digital cable issues.
  • Interacted with phone, chat, and email customers in escalated situations.
  • Provided performance reviews, audits, and real-time feedback for agents based on customer interactions.
  • Monitored and coached break overages, absences, and policy violations.
  • Ensured all agents on team were meeting quality and volume expectations. Agents were expected to answer 50-75 calls per shift and maintain a quality average of 3 out of 4.
2012

Merchandiser

Splash Modelling Marketing
  • Completed interactive installs, plan-o-gram resets, markdowns, general merchandising, and display reconstructions for the PlayStation Vita Console.
  • Visited EB Games, WalMarts, and Shoppers Drug Marts in Brockville, Cornwall, and Ottawa.
  • Completed a sales assist program for the PlayStation Vita launch in Future Shop Brockville. Answered questions and demonstrated the product.
2011

Enumerator

Statistics Canada
  • Interviewed residents within assignment area, answered residents' questions, elicited information following a script, and recorded census data on forms.
  • Complied with accuracy standards while maintaining high production rates.
  • Maintained records of hours worked, units produced, miles driven, quality control results, and expenses incurred in the performance of duties.
2010 - 2011

Overnight Stocker

WalMart
  • Worked part-time, overnight shifts in a fast-paced retail environment.
  • Unloaded skids of product from transport trucks, stored products in the backroom using power equipment, performed skid removal from the sales floor, replenished product in all areas of the store, and completed merchandising.
  • Offered a three month term contract as full time overnight associate in the garden centre.
2008 - 2010

Lead Hand

Grandor Truss
  • Worked full time in a fast-paced, team-based environment producing up to 14000 bf/day.
  • As Lead Hand, ensured table production was consistent with the combined capabilities of the team members.
  • Lifted, cut, and inspected lumber for trusses, while monitoring all orders for top quality.
  • Set up laser projection and track for each truss design.
  • Assembled/built trusses 5-75ft according to architect's designs and customer's plans.

Education

Education
2015 - 2017

Child and Youth Care Advanced Diploma

St. Lawrence College
  • Full-time student in 2 year accelerated program.
2015

Dual Credit Program

T.R. Leger, St.Lawrence College Brockville Campus
  • Recipient of the PASS Dual Credit Student Bursary 2015
  • Therapeutic Milieu course in the Child and Youth Care program, grade 100%
2010

High School Equivalency Diploma (GED)

Independent Learning Centre

St. Lawrence College - Extras

  • Class Director for 1st Year CYC on Student Administrative Council, Board of Directors.
  • Official Note taker in all classes in Child and Youth Care program at St. Lawrence College Brockville, for students with learning disabilities.

Certifications

Certifications
2013 - 2016

Standard First Aid- CPR/AED Level C

2015

ASIST - Applied Suicide Intervention Skills Training

2016

Workplace Hazardous Materials Information Systems

2016

Workplace Violence and Harassment Training Certificate

2016

Accessibility for Ontarians with Disabilities Awareness Training Certificate

Skills

Skills

Organizational

• I possess the skills, strategies, and qualities needed to properly organize my time, deadlines, and productivity. • As a team leader, with a team of 25 agents, I completed bi-weekly audits, regular attendance coaches, performance evaluations, plans/goals for improvement, vacation requests, schedule changes, and provided frequent assistance with real-time customer concerns. • I maintain order in my personal life through a detailed planner to ensure that events and deadlines are not missed but addressed as soon as possible.

Communication

• I am experienced answering incoming calls from customers in Brockville and the surrounding areas with Four-O-One Electric. I identify their needs, ask clarifying questions, speak in a friendly manner, and provide all relevant information to ensure they feel taken care of. • I also have experience answering calls at an international call centre and interacting with co-workers, contacting colleagues and customers through email and chat formats, and accurately conveying information and helpful solutions to customers of all ages and levels of understanding. • I am also comfortable with language barriers and irate customers.

Analytical

• Skilled at identifying problems, their causes, and possible solutions. • At Four-O-One Electric, I identified inefficiencies in the verbal download of information to the administration staff. I implemented various request forms to support a process in which the information would be conveyed on the paper to be addressed when time allowed, rather than halting the current task to record and/or complete the verbal request.

Conflict Resolution

• As a leader, I have used a wide range of methods and procedures to address conflict that exists in the workplace. • I have experience defusing irate customers by listening to everything they have to say without interruption, reviewing my available options for assistance, providing a sincere apology, and using the most effective solution to solve the problem.

References