Daniel Lombardo
Barrie,Ontario
Summary
Enthusiastic Telephone Operator with 5+ years of experience providing level 2 escalation services for multiple companies. Energetic personality with excellent customer service talents. Skilled in managing switchboards with up to 50 employees. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, emergency management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Postal Worker
CANADA POST
10.2017 - Current
- Secure Sensitive Documents in accordance with federal guidelines Collaborate with team members to prioritize and coordinate the efficient delivery of mail to ensure timely service to customers
- Efficiently handle and deliver international mail items, ensuring customs documentation is completed accurately and in compliance with international shipping regulations
- Supported colleagues in managing high-volume periods through effective teamwork and communication during peak mailing seasons
- Handled large volumes of mail with precision and accuracy, minimizing errors and ensuring timely delivery to recipients.
Escalation Manager (CALL CENTER)
Transcom Barrie
05.2014 - 10.2017
- Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures
- Reduced response times for escalation cases by implementing efficient processes and protocols
- Boosted team productivity by providing thorough training and ongoing support to staff members
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
Customer Service (CALL CENTER)
Northern Call Solutions
05.2012 - 05.2015
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Retail Sales
Walmart
01.2008 - 05.2011
- Department experience: Electronics, Menswear, Cashier (Processed cash/debit/credit card transactions, as well as cheques and US dollars.)
Education
Mathematics and Computer Science -
Durham College Oshawa Ontario
Innisfil, Ontario01.2013
Computer Science -
Nantyr Shores Secondary School
Innisfil, Ontario06.2010
Skills
- Fluent in German & English
- Client Relations
- Automated System Monitoring
- Telephone Etiquette
- Problem Research and Resolution
- Telephone switchboard operation
- Decision-Making
- Switchboard management
Languages
English
Native or Bilingual
German
Native or Bilingual
Timeline
Postal Worker
CANADA POST
10.2017 - Current
Escalation Manager (CALL CENTER)
Transcom Barrie
05.2014 - 10.2017
Customer Service (CALL CENTER)
Northern Call Solutions
05.2012 - 05.2015
Retail Sales
Walmart
01.2008 - 05.2011
Mathematics and Computer Science -
Durham College Oshawa Ontario
Computer Science -
Nantyr Shores Secondary School
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