Summary
Overview
Work History
Education
Skills
Languages
Timeline
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DANIEL ORELLANA

Toronto,Canada

Summary

Dedicated and results-driven customer service and financial operations specialist with over five years of experience in banking, credit services, and premium retail. Demonstrated success in managing high-volume client interactions, resolving complex inquiries, and supporting mortgage and credit card servicing with accuracy and professionalism. Skilled in cross-functional collaboration, legal documentation, and relationship management. Recognized for delivering exceptional client experiences, exceeding performance targets, and maintaining compliance in fast-paced, regulated environments. Bilingual in English and Spanish, with a passion for continuous improvement and client satisfaction.

Overview

8
8
years of professional experience

Work History

Mortgage Servicing Specialist II

Canadian Imperial Bank of Commerce (CIBC)
05.2021 - Current
  • Process mortgage servicing requests, including lien removals, fund disbursements, and account closures, while ensuring compliance with banking regulations.
  • Work with financial institutions and legal professionals to resolve document-related issues.
  • Help identify clients at risk of leaving and refer them to specialized teams for retention strategies.
  • Simplify mortgage agreements and processes to help clients better understand their options.

Contact Centre Specialist II (Card Division)

Canadian Imperial Bank of Commerce (CIBC)
01.2020 - 04.2021
  • Assisted customers with credit card inquiries, payments, and account issues, using negotiation skills to find solutions.
  • Recommended personalized financial products based on customer needs.
  • Helped customers improve their credit situation by explaining options for product upgrades and better financial management.
  • Ensured security procedures were followed during card replacements and account changes.

Boutique Specialist

Nestlé Nespresso
05.2017 - 01.2020
  • Delivered excellent customer service and created a welcoming in-store experience.
  • Trained team members on sales techniques and customer engagement strategies.
  • Developed sales scripts that improved performance across multiple store locations.
  • Maintained customer records and managed inventory efficiently.

Education

Ontario Secondary School Diploma Completed -

St. Basils-the-Great College School
North York, ON

Skills

  • Customer Service: Strong ability to understand client needs and provide personalized solutions
  • Communication: Clear and professional in explaining complex information to customers and colleagues
  • Problem-Solving: Quick to identify issues and find effective solutions
  • Tech Skills: Proficient in Microsoft Office, CRM tools, and financial platforms
  • Leadership & Training: Experience mentoring and coaching team members
  • Compliant: Proven track record in resolving complex inquiries, enhancing client retention and ensuring compliance with regulations

Languages

English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)

Timeline

Mortgage Servicing Specialist II

Canadian Imperial Bank of Commerce (CIBC)
05.2021 - Current

Contact Centre Specialist II (Card Division)

Canadian Imperial Bank of Commerce (CIBC)
01.2020 - 04.2021

Boutique Specialist

Nestlé Nespresso
05.2017 - 01.2020

Ontario Secondary School Diploma Completed -

St. Basils-the-Great College School

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DANIEL ORELLANA