Daniela Amaral Da Fontoura
Surrey,BC
Summary
Driven professional with a track record of enhancing customer experiences at Air Canada through expert complaint handling and technical support. Excelled in team training and collaboration, significantly improving service delivery. Skilled in conflict management and maintaining attention to detail, consistently achieving high satisfaction ratings.
Overview
5
5
years of professional experience
Work History
Customer Experience Agent Blilingual
Air Canada
12.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Investigated customer complaints and escalated issues to address critical requests.
- Delivered prompt service to prioritize customer needs.
Lymphatic Drainage Specialist
Self Employed Services
01.2020 - 12.2022
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Analyzed marketing data and trends to identify opportunities for improvement.
- Maintained current understanding of market conditions, compliance standards and best practices.
Call Center Representative
Manpower Services
12.2021 - 03.2022
- Educated customers on company systems, form completion, and access to services for booking Covid vaccination appointments.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Bachelor of Science - Physiotherapy
Universidade Gama Filho
Rio De Janeiro, Brazil02.2000
Skills
- Team Training
- Database Research
- Complaint Handling
- Performance Tracking
- Call center experience
- Customer Service
- Technical Support
- Conflict Management
- De-Escalation Techniques
- Understanding Customer Needs
- Teamwork and Collaboration
- Attention to Detail
Languages
English
Full Professional
Portuguese
Native or Bilingual
Timeline
Customer Experience Agent Blilingual
Air Canada
12.2022 - Current
Call Center Representative
Manpower Services
12.2021 - 03.2022
Lymphatic Drainage Specialist
Self Employed Services
01.2020 - 12.2022
Bachelor of Science - Physiotherapy
Universidade Gama Filho
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