Dara Melanson Email & Phone Number

Hamilton, On, Ca

Led a committee of 3 employees to create a Training Manual for the Rent Calculations Team, consisting of policies, procedures, user guides, and samples.Currently have a 180% success rate for filling vacant units in Hamilton, ON.Responsible for conducting annual & mid-year rent calculation reviews for 750+ units across Hamilton.

Hamilton, Ontario, Canada

Coached 30+ women globally to date, through individual and group coaching programs lasting 3-6 months each.Guided each client through a self curated 12 week relationship coaching program consisting of tailored curriculum, goal planning exercises, and learning healthy coping skills and strategies.Generated over $100,000 in sales revenue from Years 0-3.Responsible for all client communications, processing financial transactions (program payments, refunds, automated payment plans), social media content creation, lead generation, contracts, and program proposals. Achieved a 70% retention rate through high empathy and emotional intelligence in sessions, creating a safe and supportive environment for clients to share their experiences, and responding to client communication promptly.

Hamilton, Ontario, Canada

Managed a caseload of 300+ clients & releasing $300,000+ of income support monthly by leveraging my advanced organizational and time management skills. I was responsible for assessing ongoing financial eligibility, providing upfront information & legislative requirements, assisting clients to access services, and creating exceptional customer experiences.Awarded a MCCSS Leadership & Team Building Award after being nominated by peers and local management.Co-led a community engagement initiative to make ODSP support more accessible by working 1x a week at ___.Conducted desk side interviews on the telephone and in person while upholding accommodation requirements. Leveraged advanced digital skills by accurately updating client profiles, researching legislation, analyzing spreadsheet data, and assessing client documentation (rent agreements, financial statements, letters, income statements etc.)Volunteer member of the Office Team responsible for de-escalating agitated clients on-site using Non-Violent Crisis Intervention skills.

Toronto, Canada Area

Established & managed a network of 75+ Change Management Leads across Ontario to support the implementation of legislation and policies in local offices, specifically the online MyBenefits service.Facilitated virtual training workshops for front-line staff, ranging from 5-50 participants with tact & clear communication.Identified operational issues, and made change management recommendations to optimize program performance.Used advanced communication skills to write project proposals, email correspondence, and Director briefings.

Canada

Provided research, analysis, and recommendations to senior management and program staff to improve customer service delivery.Led region-wide recruitment by forecasting staffing needs, tracking contract expirations, submitting office transfers, and drafting offer letters. All by complying with legislation, ministry policies, & standards/guidelines.Supported Regional Program Manager through inbox management, calendar scheduling, prioritizing inquiries, and completing tasks as needed.Engaged with & presented to stakeholders about upcoming initiatives, program delivery, and collaborations.Leveraged advanced knowledge of Microsoft Office software to conduct research and analysis, prepare reports, & create correspondence and presentations.

Served a high volume of clients daily in person, on the phone, and virtually.Assessed, distributed, and filed all incoming and outgoing mail using alpha sorting techniques.Retrieved information from databases, working with spreadsheets, email correspondence and mailing letters. Demonstrated exceptional customer service skills by treating all customers with respect, sharing knowledge, & de-escalating stressful situations with ease.Updated client database (SAMS) with client information to support needs & goals.Scheduled client appointments for intake & financial eligibility reviews.Processed financial transactions such as bill payments, basic benefits, & debt repayments.Provided general program information and awareness of program requirements to clients, agencies and stakeholders.

Hamilton

Won Most Valuable Player twice in one year for service excellence and exceeding business objectives.Educated clients on various products & services available and made recommendations based on their financial situation and goals. Specialized in selling mutual fund investments.Submitted credit applications for financial review by collecting documents to verify income, assets, and living arrangements.Maintained regular correspondence with clients on the development and outcomes of their benefits applications and to schedule follow up appointments.Remained up to date with all current legislation, business processes, best practices, and available community resources.Acted as Senior Supervisor for opening/closing the branch, balancing financials for the day, and preparing shipments.

Hamilton, Ontario, Canada

Achieved Perfect ratings on Customer Surveys conducted, 90% of the time. This was due to creating exceptional client experiences by being warm, empathetic, knowledgeable and providing accommodations when needed.Spearheaded Friends of the Environment campaign for the branch, increasing staff participation from years prior, & created a positive team-building experience.Proficiently processed financial transactions like deposits, withdrawals and bill payments as per standardized operating procedures, cash handling protocol, industry regulations, FIPPA and TD's Code of Conduct and Ethics.Junior Supervisor responsible for opening/closing the branch, ensuring safe vault practices, and preparing cash shipments.Trained new staff on operating procedures and sales strategies to promote team growth.Reviewed information in customer accounts and made recommendations for new products and services.