Alba Esposito
Toronto,ON
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Highly organized person, possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
9
9
years of professional experience
Work History
Bilingual Client Service Representative, Business
CIBC
Toronto, ON
02.2023 - Current
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Sales Associate Specialist
Eataly
Toronto, ON
06.2022 - 02.2023
- Increased sales revenue by building strong customer relationships and providing tailored product recommendations.
- Exceeded monthly sales targets through effective upselling techniques and consistent follow-ups with clients.
- Generated new leads by participating in community events and networking opportunities, resulting in higher foot traffic to the store.
- Maximized customer satisfaction with personalized service, addressing concerns promptly and professionally.
- Contributed to a positive work environment by collaborating with team members and offering support when needed.
- Streamlined inventory management processes by implementing organizational solutions for easier product tracking.
- Mentored new hires on best practices in sales techniques, leading to improved overall team performance.
- Stayed up-to-date on industry trends and competitor activities, adjusting sales tactics accordingly for continued success.
Marketing Intern
ADMISSION HUB College Admission & Visa Services
Toronto, ON
12.2020 - 06.2021
- Boosted brand awareness by developing creative marketing strategies and campaigns.
- Enhanced social media engagement through regular posting and audience interaction.
- Assisted in the planning and execution of successful product launch events.
- Conducted market research to identify target audiences and optimize marketing efforts.
- Contributed to the creation of compelling content for company blog, newsletter, and website.
- Managed email marketing campaigns, resulting in increased click-through rates and conversions.
- Analyzed website traffic data using Google Analytics to improve user experience and increase online visibility.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Tracked campaign performance metrics, identifying areas for improvement and adjusting strategies accordingly.
Immigration Program Assistant
Coop. Soc. Dimora D'Abramo
Reggio Emilia, Emilia Romagna, Italy
10.2018 - 02.2020
- Enhanced client satisfaction by providing thorough immigration case assistance and guidance.
- Streamlined the application process for clients, ensuring timely submission of documentation.
- Reduced processing times by efficiently organizing and prioritizing caseloads.
- Resolved complex immigration issues with detailed research and accurate interpretation of laws and regulations.
- Maintained up-to-date knowledge of immigration policies, sharing insights with colleagues to improve overall team performance.
- Collaborated with legal professionals to prepare comprehensive case files for immigration court hearings.
- Conducted client interviews to gather pertinent information and assess eligibility for various visa programs.
- Supported clients in navigating complex government websites and forms, easing the stress associated with the immigration process.
- Created an organized system for tracking deadlines, ensuring no missed opportunities or delays due to incomplete paperwork or lack of follow-up activities.
- Evaluated potential risks associated with individual cases and provided strategic advice on methods to mitigate those challenges effectively.
- Monitored changes in legislation that could impact current or future cases, adapting strategies accordingly to optimize results for clients seeking residency status or citizenship rights within the United States.
- Increased client satisfaction rates by consistently meeting or exceeding performance metrics related to case management, communication quality, and overall service delivery.
- Translated conversations, documents and other communications between English and French to Italian.
- Strengthened partnerships with community organizations to enhance capacity and fundraising.
- Enhanced client integration by providing cultural orientation and community resources.
- Assisted refugees in attaining self-sufficiency through employment services and job placement support.
- Collaborated with local service providers to ensure optimal access to healthcare, education, and housing for clients.
- Streamlined case management processes by maintaining organized client files and documentation.
- Empowered clients with tailored life skills training and financial literacy workshops.
- Participated in regular staff meetings and trainings to stay informed about updates in legislation, funding sources, or policy changes affecting refugee resettlement services.
- Established trusting relationships with clients by demonstrating empathy, respect for cultural differences, and a commitment to their success in the country.
Project Coordinator
REGGIO TERZO MONDO - NGO
Madagaskar
12.2015 - 01.2016
- Project in an hospital in the forest Fondation Medicale Ampasimanjeva, Manakara.
- The project deals with improvement of midwife department.
- Streamlined project management processes by implementing new organizational tools and software for doctors and midwives.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity. Visiting the villages to perform home visits to the pregnant women in the villages.
- Enhanced community resilience by implementing sustainable development projects in an hospital.
- Strengthened relationships with local partners through effective communication and collaboration on joint initiatives.
- Improved access to basic services for vulnerable populations by coordinating with government agencies and NGOs.
- Increased awareness of humanitarian issues among stakeholders by organizing workshops and training sessions.
- Implemented monitoring systems that tracked progress against program objectives, allowing for data-driven decision making in real-time adjustments as needed.
Cinema Manager
UCI Cinemas - UCI ITALIA SPA - Reggio Emilia
Reggio Emilia, Emilia Romagna, Italy
09.2014 - 05.2018
- Increased customer satisfaction by implementing efficient operational procedures and providing exceptional service.
- Managed daily operations for a smooth cinema experience, ensuring timely screenings and optimal theater conditions.
- Enhanced revenue generation through creative marketing strategies and promotions that attracted new customers.
- Improved staff performance with comprehensive training programs focused on customer service, sales techniques, and safety protocols.
- Streamlined inventory management to reduce costs and maintain adequate stock levels for concession items.
- Created a positive work environment through effective communication and team-building activities that fostered employee engagement.
- Coordinated volunteer initiatives within the community as part of the theater''s social responsibility program.
- Cultivated a culture of continuous improvement among staff members by soliciting feedback and implementing suggestions for enhancements.
- Led recruitment efforts to attract top talent for various positions, ensuring a high-caliber workforce dedicated to delivering excellent service and experiences.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
Certification - FOUNDATIONS OF PROJECT MANAGEMENT
Google Coursera
Toronto10.2023
Certificate - Stukent - Mimic Pro
STUKENT CERTIFIED
Toronto12.2020
Diploma - Sales And Marketing
ILAC - International College
Toronto09.2020
Certifications - Lead To Perform And Lead To Succeed
FLUXUS HR
Italy 05.2017
No Degree - Modern Languages
ALMA MATER STUDIORUM UNIVERSITY
Bologna, Italy09.2008
High School Diploma -
ITAS - Citta Del Tricolore - Business Consultant
Reggio Emilia, Emilia Romagna, Italy07.2008
Skills
- Client relationship Management
- Communication
- Problem Soling
- Time Management
- Know how to work in a fast-paced environment
- Client Support
- Conflict Resolution
- Client Assessment
- Cultural Sensitivity
Languages
English
Full Professional
French
Professional Working
Italian
Native or Bilingual
Portuguese
Professional Working
Spanish
Limited Working
Timeline
Bilingual Client Service Representative, Business
CIBC
02.2023 - Current
Sales Associate Specialist
Eataly
06.2022 - 02.2023
Marketing Intern
ADMISSION HUB College Admission & Visa Services
12.2020 - 06.2021
Immigration Program Assistant
Coop. Soc. Dimora D'Abramo
10.2018 - 02.2020
Project Coordinator
REGGIO TERZO MONDO - NGO
12.2015 - 01.2016
Cinema Manager
UCI Cinemas - UCI ITALIA SPA - Reggio Emilia
09.2014 - 05.2018
Certification - FOUNDATIONS OF PROJECT MANAGEMENT
Google Coursera
Certificate - Stukent - Mimic Pro
STUKENT CERTIFIED
Diploma - Sales And Marketing
ILAC - International College
Certifications - Lead To Perform And Lead To Succeed
FLUXUS HR
No Degree - Modern Languages
ALMA MATER STUDIORUM UNIVERSITY
High School Diploma -
ITAS - Citta Del Tricolore - Business Consultant