Troy-Anthony Xavier

Highly empathetic and client-focused professional with over 10 years of experience in customer service, community outreach, and support roles. Proven ability to de-escalate challenging situations, build rapport with diverse individuals, and provide compassionate guidance. Skilled in active listening, problem-solving, and resource navigation.

Eager to leverage strong communication and interpersonal skills to deliver exceptional remote customer care and contribute to Global Elite Texas's client success.

Community Outreach & Support - Lighthouse Food Bank - Toronto

(2026-06 - 2026-09)

• Provided compassionate, respectful, and welcoming support to community members accessing food and essential resources.
• Engaged with individuals from diverse backgrounds while maintaining a non-judgmental and client-centred approach.
• Mentored and supported community members by listening to concerns, providing guidance, and helping individuals navigate available resources.
• Cultivated positive relationships with community partners and supported outreach initiatives and donation programs.
• Facilitated the organization and distribution of food and essential supplies to individuals and families experiencing hardship.
• Collaborated with staff and volunteers to enhance efficient day-to-day program operations.
• Demonstrated flexibility, professionalism, and calm communication in a demanding community-service environment.

Customer Service Advisor | Team Lead - Virtual Sting - Toronto

(2017 - 2022)

• Supported individuals from diverse backgrounds by actively listening to concerns, identifying needs, and providing appropriate solutions.
• Managed complex and emotionally charged conversations utilizing empathy, patience, active listening, and conflict-resolution techniques.
• De-escalated challenging interactions while upholding professionalism, respect, and a client-centred approach.
• Mentored team members and fostered respectful, supportive communication practices.
• Maintained accurate records and generated reports to support service quality and operational decision-making.
• Identified service issues and improvement opportunities through meticulous observation and problem-solving.
• Exhibited the ability to remain calm and effective while managing multiple priorities and challenging situations.

Grief Counsellor - Vaughan Hospice - Vaughan

(2015-08 - 2015-10)

• Provided compassionate emotional support to patients and families experiencing grief, illness, loss, and end-of-life circumstances.
• Established safe and supportive environments through empathy, active listening, respectful communication, and client-centred interaction.
• Advocated for client dignity, emotional well-being, independence, and comfort during highly challenging circumstances.
• Monitored changes in client needs and emotional concerns, communicating relevant observations to healthcare staff.
• Offered reassurance, emotional support, and guidance to families navigating significant loss and transition.
• Assisted with activities designed to promote connection, comfort, engagement, and quality of life.
• Applied discretion and professionalism when interacting with individuals experiencing emotional distress.

Community Outreach Worker - Richmond Hill Presbyterian Church - Out of The Cold Homeless Program - Richmond Hill

(2018-01 - 2018-03)

• Supported individuals and families experiencing homelessness through compassionate, respectful, and client-focused service.
• Facilitated access to meals, clothing, essential resources, and community supports.
• Established trusting relationships with community members through active listening and empathetic communication.
• Connected individuals with community services and employment-related resources.
• Contributed to outreach initiatives, food drives, and resource coordination.
• Worked collaboratively with volunteers and program staff to support daily program operations.

Customer Service Manager | Key Accounts Representative - Sharpco Canada - Toronto

(2010 - 2016)

• Cultivated strong client relationships through active listening, empathy, professional communication, and solution-focused support.
• Assisted clients experiencing complex concerns by providing clear information and individualized assistance.
• Managed confidential client information with professionalism, discretion, and meticulous attention to detail.
• Resolved complex issues through advocacy, critical thinking, problem-solving, and effective communication.
• Maintained professional relationships with clients and internal stakeholders across diverse circumstances.

Addiction Counselling, Youth & Families - CDI College (2024)