DANELYS SARMIENTO
Mississauga
Summary
Customer service with over 15 years of experience supporting senior management and streamlining business functions. Expert at managing complex schedules, confidential records, and communications in fast-paced corporate environments. A proactive problem-solver known for diplomatic customer service and the ability to balance competing priorities with precision. Bilingual: English & Spanish.
Overview
22
22
years of professional experience
Work History
Customer Service & Operations Lead
FEMCARE Canada
01.2017 - 01.2026
- Strategic Support: Act as a key administrative partner to leadership, managing high-level correspondence and operational documentation.
- Financial Administration: Oversee order processing, logistics coordination, and tracking of accounts receivable/payable to ensure fiscal accuracy.
- Process Improvement: Implemented administrative workflow enhancements that reduced inquiry response times and improved database accuracy.
- Confidentiality: Manage sensitive client billing and operational data with 100% discretion.
CSMS Coordinator
Clear Stone Central Laboratories
01.2011 - 01.2017
- Project Coordination: Managed administrative timelines and logistical support for clinical trial programs, ensuring seamless communication between internal labs and external partners.
- Reporting: Prepared and audited confidential compliance reports, identifying and correcting data discrepancies before submission.
- Workflow Optimization: Streamlined data tracking processes, which improved the accuracy of operational reporting for clinical stakeholders.
Customer Contact Agent / Team Mentor
BMO (Bank of Montreal)
01.2007 - 01.2011
- Operational Excellence: Supported high-volume banking operations by ensuring accurate documentation and strict adherence to regulatory procedures.
- Leadership: Selected to train and mentor new staff members on service standards and internal administrative software.
- Inquiry Resolution: Handled complex customer escalations with diplomacy, maintaining a high satisfaction rating.
Customer Service Representative
Royal Bank of Canada (RBC)
01.2004 - 01.2007
- Regulated Administration: Managed high-accuracy documentation and financial processing within a strictly regulated environment.
- Workflow Optimization: Identified and suggested improvements for front-end operational workflows.
Education
Social Service Worker -
Sheridan College
Ontario Secondary School Diploma (OSSD) -
Britannia A.E. Centre
Skills
- Meeting coordination
- Professional minute-taking
- Operations Management
- Logistics
- Invoicing
- Vendor relations
- Technical Proficiency
- Advanced MS Office Suite
- Data Integrity
- Confidential records management
- Reporting
- CRM database maintenance
- Communication
- Fluent in English
- Fluent in Spanish
- Professional correspondence
- Report writing
- Adaptability
- Judgment
- Availability
Timeline
Customer Service & Operations Lead
FEMCARE Canada
01.2017 - 01.2026
CSMS Coordinator
Clear Stone Central Laboratories
01.2011 - 01.2017
Customer Contact Agent / Team Mentor
BMO (Bank of Montreal)
01.2007 - 01.2011
Customer Service Representative
Royal Bank of Canada (RBC)
01.2004 - 01.2007
Social Service Worker -
Sheridan College
Ontario Secondary School Diploma (OSSD) -
Britannia A.E. Centre