BROOKE DO COUTO
Toronto,Ontario
Summary
Customer-focused professional with many years of experience leading outbound call center operations and customer service. Innovative leader with track record of developing and implementing creative new processes that meet client, customer, and call team needs. Dedicated to maximum sales and improve customer experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sales Team Member
Petty Cash
Toronto, Ontario
03.2024 - Current
- Responded to customer inquiries in a timely manner via phone, email, and social media channels.
- Processed customer payments for reservations over the phone.
- Answered customer inquiries and provided accurate information.
- Identified opportunities for cross-selling other venues and/or services.
- Developed sales strategies to increase customer base and revenue.
- Participated in regular meetings with senior management to discuss progress towards goals.
Occasional Teacher
Toronto Catholic School Board
Toronto, Ontario
01.2024 - 05.2024
- Created and facilitated full units and lessons for 75+ students in ENL1W, ENG2D, and NBE3U
- Monitored and assessed student learning utilizing UDL and Differentiated Instruction to promote fair assessment
- Created a unit geared toward educating grade 9 students on media literacy and safety through literature
- Actively engaged and facilitated discussions in lessons surrounding the realities of First Nations and Metis in Canada
- Actively communicated with parents about their child’s marks and co-created plans, with student and parent input, to help improve student learning
- Collaborate with students and parents in creating individual lesson plans and goals for student success.
Bookkeeper
Loblaws
12.2020 - 09.2022
- Coordinated with Human Resources staff on employee leaves of absence or termination paperwork.
- Generated reports detailing hours worked by department, location, employee type as requested by management.
- Managed multiple tasks simultaneously while meeting deadlines consistently.
- Reviewed timesheets for accuracy and completeness prior to processing payroll.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
Style Advisor
Aritzia
Toronto, Ontario
10.2019 - 02.2020
- Recommended additional items for purchase based on customer preferences.
- Maintained an organized and clean sales floor environment.
- Cross-sold additional products or services when appropriate.
- Greeted customers and provided exceptional customer service.
- Provided product knowledge information to customers.
- Collaborated with other Style Advisors in providing excellent customer service experiences.
Hostess & Cashier
Greek & Co
03.2019 - 03.2019
- Handled cash payments and daily transactions accurately.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Provided menus to customers and answered questions regarding menu items.
- Maintained a clean and organized dining area.
Education
BEd - Bachelor of Education
York University
Toronto, Ontario06-2024
B.A Honours - English
York University
Toronto, Ontario06-2022
Ontario Secondary School Diploma -
St. Mary’s Catholic Secondary School
06.2018
Skills
- Strong Communication
- Customer oriented
- Team collaboration
- Organization skills
- Attention to detail
- Upselling strategies
- Multitasking
- Brand Awareness
- Strong interpersonal skills
- Sales
- Bilingual – English and Portuguese
- Computer skills - Excel, PowerPoint, Prezi & Microsoft Office
Certification
- B.A Honours English 2022
- Dean’s Honour Roll 2018-2022
- International Baccalaureate Certificate English 2018
- International Baccalaureate Certificate Geography 2018
- International Baccalaureate Certificate French 2018
- Smart Serve Certified
References
- Eliana Tibero, 416-347-1722, Geography & IB Teacher/ TCDSB, 20 Starview Ln, Toronto, ON, M9M 3B2
- Emma Chisholm, 519-572-9092, Floor Manager Petty Cash, 487 Adelaide St W, Toronto, ON M5V 1T4
Languages
English
Native/ Bilingual
Portuguese
Professional
Accomplishments
B.A Honors English 2022
Dean’s Honor Roll 2018-2022
International Baccalaureate Certificate English 2018
International Baccalaureate Certificate Geography 2018
International Baccalaureate Certificate French 2018
Smart Serve Certified
Timeline
Sales Team Member
Petty Cash
03.2024 - Current
Occasional Teacher
Toronto Catholic School Board
01.2024 - 05.2024
Bookkeeper
Loblaws
12.2020 - 09.2022
Style Advisor
Aritzia
10.2019 - 02.2020
Hostess & Cashier
Greek & Co
03.2019 - 03.2019
BEd - Bachelor of Education
York University
B.A Honours - English
York University
Ontario Secondary School Diploma -
St. Mary’s Catholic Secondary School
- B.A Honours English 2022
- Dean’s Honour Roll 2018-2022
- International Baccalaureate Certificate English 2018
- International Baccalaureate Certificate Geography 2018
- International Baccalaureate Certificate French 2018
- Smart Serve Certified
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