Danielle Lynch is seeking a position that utilizes her strong customer service, communication, and administrative skills. She has over 7 years of experience in customer service roles for transportation companies like Metrolinx and VIA Rail Canada, as well as hospitality positions at The Toronto Zoo and Hotel Dieu Grace Hospital. Lynch has an honors BA in Communications, Media, & Film from the University of Windsor and certificates in retail/customer service, event management, and project management. She is bilingual in English and French.

1. DANIELLE LYNCH
20 Dean Park Toronto ph01, ON M1B 2G9
Home 416-283-8246 Cell 416-716-4391
ddlynch@outlook.com
CAREER OBJECTIVE
To be part of a team that provides accurate information, assistance and resources to others
by addressing their concerns and anticipating their needs, through a customer service and
communications based organization.
PROFILE
 Excellent customer service, communication, interpersonal and analytical skills, with
demonstrated ability to structure and relay information clearly, concisely, and logically
 Experience and assessing needs and interests of individual clients and determine
appropriate responses and advice.
 Strong analytical, problem-solving and decision-making skills, with a proven track-record
for meeting strict deadlines.
 Extensive experience in a customer supported capacity in a transit operations environment
 Experience in performing administrative functions in an office environment including: MS
Outlook, Access, Word and Excel, and MS SharePoint.
 Thorough understanding of incident, problem, and change management processes
 Bilingual (English and French)
EDUCATION
Event Management Certification Course for Success 2015
Project Management Certification Vision Training System 2014
University of Windsor Honors BA in Communications, Media, & Film 2008-2012
JVS Toronto Retail and Customer Service Certificate Program 2011
Cedarbrae C.I OSSD 2003-2007
WORK EXPERIENCE
Metrolinx Part-Time Customer Contact Representative 2014
 Providing switchboard services; determining caller requests and appropriate direction
 Disseminating information regarding GO Transit services and policies
 Focus on FCR (First Call Resolution) and EKO (Empathy, Knowledge, Ownership) to resolve
customer issues
 Assisting customers to understand how the PRESTO fare card works, providing general
information, and explaining potential customer benefits from using PRESTO on the GO
system.
 Uses promotional strategies to strengthen the relationship with customers by listening and
responding to customer compliments, concerns, suggestions and questions, and escalating
customer service issues while maintaining a positive and professional attitude.

2. VIA Rail Canada Station Service Attendant 2012
 Served customers and ensured the safety and security of passengers and colleagues, both
in the station and on the platforms, in order to provide them with service that exceeds their
expectations and corresponds with VIA Rail’s values.
 Supervised boarding, detraining, and assists passengers with special needs (seniors,
children, disabled persons) including pushing a wheelchair while dealing with luggage
 Handled baggage and all other types of parcels, which requires the ability to lift items
weighing up to 20 kg; also includes pushing wheelchairs and assisting passengers with
luggage throughout the station
 Communicated with passengers in English and French
The Toronto Zoo Guest Services 2011
 Handled cash transactions quickly and efficiently
 Maintained public relations with customers and organization by resolving customer
escalations without management
 Knowledgeable employee who assisted customers in personalizing their visit to the Toronto
Zoo by prioritizing their needs
Hotel Dieu Grace Hospital Event Assistant 2010
 Provided administrative and overall logistical support to the events committee
 Assisted with the coordination of off-site events such as Hooves for Healing and Dunks for
Dialysis
 Coordinated the event schedule for all event participants
 Worked in a not-for profit environment
DNA Event Planning Event Planner 2009
 Founded and owned a small business
 Identified objectives of the event and determined requirements to be met
 Coordinated and ran private functions over the course of three months
 Worked closely with clients to assess their needs and execute them properly
VOLUNTEER
University of Windsor Public Speaking Teaching Assistant 2009-2012
Diaspora Youth Conference Group Leader 2011
University of Windsor Event Planner for Windsor Sports Weekend 2008-2011
OTHER SKILLS
Proficient MS word, Excel, and PowerPoint
Expert with both PC and MAC
A valid non-probationary class G license and a clean driving record the past five years
Certification in Standard First Aid/CPR
EXCELLENT REFERENCES AVAILABLE UPON REQUEST