Hi, I’m
Damaris Gil Armas
Calgary,AB
Summary
Experienced service representative with a strong background in telephone and face-to-face customer service. Proficient in sales, troubleshooting, tech support, and customer care. Demonstrated success in building productive relationships with customers. Skilled in understanding customer needs, effectively communicating product benefits, and creating customized solutions that provide value. Reputation for professionalism, dependability, and reliability. Capable of performing duties with minimal supervision.
Overview
8
years of professional experience
Work History
Olympia Trust
Client Services Team Lead
12.2022 - Current
Job overview
- Evaluated metrics regularly for continuous improvement in both individual performance as well as overall team success.
- Conducted regular performance reviews for team members, providing constructive feedback for career development.
- Introduced innovative ideas that improved workflow processes, resulting in more efficient service delivery to clients.
- Led successful projects from inception to completion, ensuring on-time delivery and exceeding client expectations.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Participated in the month-end close process, ensuring accurate reporting of accounts receivable balances and timely submission of data for financial statements.
- Analyzed aging reports to identify trends and patterns causing missed collections.
- Managed department call volume of 400 calls per day and coordinated department schedules to maximize coverage during peak hours.
Olympia Trust Company
Lead Client Service Representative
06.2022 - 12.2022
Job overview
- Collaborated with team members to develop strategies for improving overall client service experience.
- Proactively identified opportunities to enhance client experience, implementing new strategies and sharing best practices with colleagues across the team.
- Trained new team members on best practices for maintaining excellent client relations, resulting in a more cohesive and effective team environment.
- Led efforts to resolve escalated issues quickly and effectively, maintaining positive relationships with dissatisfied clients.
Olympia Trust
Client Service Representative
07.2021 - 06.2022
Job overview
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed approximately 40 incoming calls, emails and faxes per day from clients
- Maintained accurate record-keeping with proactive attention to client information updates.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
Coast Capital Savings Federal Credit Union
Member Service Representative
09.2018 - 06.2021
Job overview
- Worked as a Lead MSR providing technical and financial support to members
- Provided administration relief for branch needs
- Maintained accurate and current customer account data with manual forms and processing digital information updates
- Entered customer interaction detail in Salesforce (CRM) to track requests, to document problems and record solutions offered
- Followed and kept Audit Policies in compliance to federal guidelines
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Shoppers Drugmart
Front Store Supervisor
05.2017 - 06.2018
Job overview
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved customer complaints professionally, taking appropriate action to address their concerns while adhering to company guidelines.
- Trained new employees on store policies, procedures, and sales techniques, contributing to their success in the role.
Hi-Design
Receptionist
01.2017 - 05.2017
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Education
Guildford Park SecondarySurrey, BC
High School Diploma
06.2016
Skills
- Highly experienced in Microsoft Office (Excel, Word and Outlook)
- Excellent written and verbal communication skills
- Training and mentoring
- Highly organized, flexible and adaptable
- Data Analysis
- Accounts Receivable Software
- Dispute Resolution
Accomplishments
- CEO impact Award
- Powered by Purpose Award
References
Available upon request
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Cooking
Sewing
Reading
Timeline
Client Services Team Lead
Olympia Trust
12.2022 - Current
Lead Client Service Representative
Olympia Trust Company
06.2022 - 12.2022
Client Service Representative
Olympia Trust
07.2021 - 06.2022
Member Service Representative
Coast Capital Savings Federal Credit Union
09.2018 - 06.2021
Front Store Supervisor
Shoppers Drugmart
05.2017 - 06.2018
Receptionist
Hi-Design
01.2017 - 05.2017
Guildford Park Secondary
High School Diploma
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