Hi, I’m
Andrea Bourdon
Massena,NY
Summary
Looking to advance training. Dedicated and eager to help young people reach their full potential through positive and effective support. Compassionate and encouraging with 2 1/2 years of experience working with youth of all ages. Assists youth in navigating various situations using healthy coping skills. An empathetic Youth Worker is passionate about providing meaningful support and services to clients. Excellent communicator bringing 2 1/2 years of comprehensive experience developing and implementing core programs to meet needs for self-development, homelessness, and drug and alcohol abuse. Creative and understanding professional commended for modeling and teaching life skills and promoting diversity by exposing clients to multicultural experiences.
Overview
12
years of professional experience
1
Certification
Work History
Yap program INC
Youth Advocate Worker
09.2021 - Current
Job overview
- Non-profit organization for at-risk children, teens, and parents
- Showing other outlets for emotional behaviors.
- Enhanced youth engagement by implementing innovative programs and activities tailored to their interests.
- Conducted assessments to determine types of services individuals required.
- Promoted parental involvement via meetings and workshops designed to strengthen family bonds while supporting youth development endeavors concurrently.
- Organized workshops and seminars focusing on life skills, career readiness, and leadership development for program participants.
Akwesasne Mohawk Casino
Main Banker
11.2022 - 04.2023
Job overview
- Verifying cassettes and money in bank
- Verifying vault money
- Making and Sending Deposits
- Signing in/out money drawers for different departments
- Answering phone calls
- Filling ATMs.
- Improved cash management efficiency by implementing streamlined procedures and accurate recordkeeping.
- Maintained and balanced main bank by conducting daily audits and reconciliations.
- Enhanced customer satisfaction through timely resolution of issues and effective communication with team members.
COMMUNITY BANK
Customer Service Representative
01.2019 - 12.2020
Job overview
- Answers patrons' questions regarding Online Banking, Account Balance, Transactions, Bill Pay, and Bank to Bank Transfers
- Data entry
- Various clerical and administrative tasks
- Register applicants
- Verify customer information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Tim Hortons
Crew Member
03.2019 - 08.2019
Job overview
- Educates customers by presenting and explaining coffee drink menu, answering questions.
- Sells coffee and coffee grinding and brewing equipment by explaining differences in coffee beans and coffee preparation machines; demonstrating how brewing equipment operates
- Prepares and sells coffee drinks by following prescribed recipes and preparation techniques for coffee drinks.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
A1 Lawn Care
Office Manager
03.2016 - 01.2019
Job overview
- Maintains payroll information by designing systems, directing collection, calculation, and entering data.
- Updates payroll records by reviewing and approving changes in exemptions, insurance coverage, savings deductions, job titles, and department/ division transfers
- Prepares reports by compiling summaries of earnings, taxes, deductions, leave, disability, and nontaxable wages
- Maintains work structure by updating job requirements and job descriptions for all positions.
- Maintains organization staff by establishing recruiting, testing, and interviewing programs; counseling managers on candidate selection; conducting and analyzing exit interviews; recommending changes.
- Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures
- Maintains historical human resource records by designing filing and retrieval system; keeping past and current records.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Cubic Transportation
Customer Service Representative
12.2017 - 05.2018
Job overview
- Answers patrons' questions regarding bus schedules, bus routes, fares for county and city buses, and bus pass information; assists patrons in reading and understanding schedules, routes, and navigating.
- Answering questions about how transit card works what discounts may receive
- Coordinate transportation with applicants and transit providers
- Data entry
- Various clerical and administrative tasks
- Greet and register applicants
- Verify customer information
- Take photos of applicants
- Travel to various locations as needed
- Perform Quality Assurance review of evaluations
- Provide physical assistance to customers in wheelchairs and with other mobility devices
- Transport office equipment and other items up to 20 pounds.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Sprintz Furniture
Furniture Customer Service Rep
03.2017 - 01.2018
Job overview
- Answering phone calls, Solving issues with furniture, Ordering parts for broken furniture, Exchanging furniture that cannot be fixed, Sending Technicians to peoples homes to service furniture, Consulting with vendors for furniture options, Keeping up with paperwork, Filing, Scheduling convenient dates for delivery, Updating customers on status of orders, Multitasking, WPM 40, Typing, Logging phone conversations and email trails.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
South inc
Solutions Provider
02.2017 - 05.2017
Job overview
- Management training going door to door selling AT&T home services to those eligible
- Conducting customer retention and acquisitions through direct consumer contact
- Communicating vision, concept, and technical material clearly to customers
- Generating new business while managing existing teams and partnerships
- Supporting other staff as needed to ensure team accomplishes tasks of successful campaign.
- Prepare and maintain accurate data to evaluate campaign effectiveness.
DAIRY QUEEN GRILL & CHILL
Shift Manager
10.2016 - 02.2017
Job overview
- Looked after operational, and managerial duties, and functions.
- Supervised work of other staff members, and organized stocks, and other important equipment
- Assist expert team members, and managers in recruiting new employees to enhance local fast-food business.
- Looked after company policies, and procedures, and ensured high standards of customer service.
- Supervised cooking zone, and maintained hygiene of restaurant for health and safety regulations.
- Monitored inventory personally.
- Efficiently resolved problems or concerns to satisfaction of all involved parties
- Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into team.
IHOP
Waitress Management
10.2015 - 10.2016
Job overview
- Provide excellent customer services that promote satisfaction
- Greet customers and present menu
- Make recommendations or share additional information upon request
- Take and serve food/drinks orders and up-sell any additional products
- Arrange table settings and maintain tables clean and tidy
- Check products for quality and correct any problems that keep them from enjoying their meal/drink
- Deliver checks and collect payments
- Cooperate with all serving and kitchen staff
- Follow all relevant health department rules/regulations and all customer service guidelines.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
Tim Hortons
Cashier
08.2013 - 08.2015
Job overview
- Educates customers by presenting and explaining coffee drink menu; answering questions.
- Sells coffee and coffee grinding and brewing equipment by explaining differences in coffee beans and coffee preparation machines; demonstrating how brewing equipment operates
- Prepares and sells coffee drinks by following prescribed recipes and preparation techniques for coffee drinks
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
Country club golf course
Receptionist/Administrative Assistant
05.2013 - 08.2015
Job overview
- Welcomed visitors by greeting them, in person or on telephone, answering or referring inquiries.
- Directs visitors by maintaining employee and department directories; and giving instructions.
- Maintains security by following procedures; monitoring logbook; and issuing visitor badges.
- Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.
- Maintains safe and clean reception area.
- Telephone Skills, Verbal Communication, Microsoft Office Skills, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure, Phone Skills, Supply Management
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Afni inc.
Customer Service Representative
10.2012 - 03.2013
Job overview
- Resolve customer complaints via phone, email, mail, or social media.
- Greet customers warmly and ascertain problem or reason for calling.
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Suggest solutions when product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customers of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Compile reports on overall customer satisfaction
- Read from scripts.
- Handle changes in policies or renewals.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
IHOP
Server and Hostess
11.2011 - 12.2012
Job overview
- Providing excellent customer service
- Greeting patrons once seated
- Presenting menus to customers
- Explaining menu items to customers
- Answering questions from patrons about food and beverages
- Sharing information with customers about status of their orders
- Refilling customer drink orders throughout meal
- Finding out if customers need additional items.
- Verifying that customers are satisfied with their orders.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
Education
Bowling Green Technical CollegeBowling Green, KY
Associate of Arts from Pyshcology
01.2012
Oneonta Job Corps AcademyOneonta, NY
GED
01.2010
Skills
- Call Center
- Customer Service
- Management
- Payroll
- Cash Handling
- Cleaning Experience
- Financial services
- Youth Guidance
- Youth Engagement
- Behavioral support
- Relationship Building
- Nonviolent Communication
- Youth Advocacy
- Mentoring
- Self-Care Practices
- Problem Analysis
- Youth Supervision
- Conflict de-escalation
- Microsoft Office Suite
- Service planning
- Case Management
- Conducting interviews
- Foster care youth
Certification
- Business technology, 06/01/09, Present
- Microsoft Powerpoint, Excel, Accel, and Word
- TABC
Timeline
Main Banker
Akwesasne Mohawk Casino
11.2022 - 04.2023
Youth Advocate Worker
Yap program INC
09.2021 - Current
Crew Member
Tim Hortons
03.2019 - 08.2019
Customer Service Representative
COMMUNITY BANK
01.2019 - 12.2020
Customer Service Representative
Cubic Transportation
12.2017 - 05.2018
Furniture Customer Service Rep
Sprintz Furniture
03.2017 - 01.2018
Solutions Provider
South inc
02.2017 - 05.2017
Shift Manager
DAIRY QUEEN GRILL & CHILL
10.2016 - 02.2017
Office Manager
A1 Lawn Care
03.2016 - 01.2019
Waitress Management
IHOP
10.2015 - 10.2016
Cashier
Tim Hortons
08.2013 - 08.2015
Receptionist/Administrative Assistant
Country club golf course
05.2013 - 08.2015
Customer Service Representative
Afni inc.
10.2012 - 03.2013
Server and Hostess
IHOP
11.2011 - 12.2012
Bowling Green Technical College
Associate of Arts from Pyshcology
Oneonta Job Corps Academy
GED