Arnold Wallang
Mississauga
Summary
Personable and highly motivated individual with extensive customer service experience and a strong knowledge of e-commerce integration. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Dedicated to recognizing customer desires and providing customized solutions through exceptional communication and problem solving skills.
Overview
13
13
years of professional experience
Work History
Customer Facing IT Specialist
DHL Express Canada
11.2023 - Current
- Completed the MyDHL API certification process and successfully assisted businesses with integrating DHL's shipping services into their e-commerce platforms or in-house systems
- Provided exceptional support to customers in navigating MyDHL+ as a shipping platform, leading to their businesses to run operations efficiently
- Assisted with the sunset of eMailShip and effectively helped customers transition to MyDHL+
- Completed the IT Foundation Program to become a Certified Successful 21st Century DHL Express IT International Specialist
Digital Care Team Leader (3-Month Stretch)
DHL Express Canada
03.2023 - 06.2023
- Effectively deescalated and resolved customer complaints using skilled communication and customized solutions
- Provided constant support to the team by resolving employee queries and recognizing developmental opportunities
Digital Care Advisor
DHL Express Canada
01.2020 - Current
- Assisted and resolved customer queries via our online chat and email portals by clarifying issues and providing optimal solutions
- Successfully submitted supplies orders based on account holders' needs
Quality Assurance Analyst (3-Month Stretch)
DHL Express Canada
09.2019 - 12.2019
- Evaluated frontline & backline team calls, by attentively listening to them and recognizing opportunities for growth and improvement. Used department standard guidelines and documented specific notes while observing each call using relevant systems
- Provided feedback regarding opportunities for improvement and process changes to direct supervisor and various levels of management within the department
Retail Support Team Leader
DHL Express Canada
08.2018 - 09.2019
- Supported third-party retail store accounts by building strong relationships with the store owners and successfully fulfilling their business needs
- Communicated with various internal departments and international facilities to ensure the account holder's issues are being effectively resolved
Frontline Team Leader
DHL Express Canada
01.2018 - 08.2018
- Efficiently handled and resolved numerous customer escalations while multi-tasking in a fast paced work environment
- Provided training, developmental strategies and solutions based on team feedback
Frontline Customer Service Advisor
DHL Express Canada
05.2017 - 12.2017
- Answered numerous phone calls and assisted multiple customers to ensure they have a full understanding of our services
- Effectively recognized customers' needs and took the necessary steps to ensure they were met using strong communication skills and a can-do personality
Sales Associate
H&M Canada
01.2012 - 02.2017
- Consistently exceeded daily and weekly sales goals through dedicated customer service and strong persuasive skills
- Demonstrated solid leadership skills and often acted as an extension of the management team and assisted with supervising employees on the floor
Education
Acting For Film, Television And Theatre
Toronto Film School
Toronto, ONBachelor of Arts - Psychology, Neuroscience And Behaviour
McMaster University
Hamilton, ONHigh School Diploma -
Father Michael Goetz Secondary School
Mississauga, ONSkills
Strong Work Ethic
Clear Communication
Team Leadership
Goal-Oriented
Time Management
Conflict Resolution
Customer Relations
Quick Learner
Timeline
Customer Facing IT Specialist
DHL Express Canada
11.2023 - Current
Digital Care Team Leader (3-Month Stretch)
DHL Express Canada
03.2023 - 06.2023
Digital Care Advisor
DHL Express Canada
01.2020 - Current
Quality Assurance Analyst (3-Month Stretch)
DHL Express Canada
09.2019 - 12.2019
Retail Support Team Leader
DHL Express Canada
08.2018 - 09.2019
Frontline Team Leader
DHL Express Canada
01.2018 - 08.2018
Frontline Customer Service Advisor
DHL Express Canada
05.2017 - 12.2017
Sales Associate
H&M Canada
01.2012 - 02.2017
Acting For Film, Television And Theatre
Toronto Film School
Bachelor of Arts - Psychology, Neuroscience And Behaviour
McMaster University
High School Diploma -
Father Michael Goetz Secondary School
Similar Profiles
Preetham JainPreetham Jain
Key Account Specialist at DHL Express CanadaKey Account Specialist at DHL Express Canada
Gowsika SriGowsika Sri
Operations Supervisor at DHL Express CanadaOperations Supervisor at DHL Express Canada
Priyanka SharmaPriyanka Sharma
Brokerage Clerical at DHL Express CanadaBrokerage Clerical at DHL Express Canada