Daniella Yisung Tibil
Toronto,Canada
Summary
Customer success and technical support professional with a strong track record of managing complex client interactions and achieving measurable outcomes. Expertise in exceeding KPIs and analyzing customer data to develop practical solutions that drive value. Highly adaptable and effective in fast-paced environments, ensuring client satisfaction and retention.
Overview
4
4
years of professional experience
Work History
Collections Agent
Bank of Montreal (BMO)
Mississauga, Ontario
10.2025 - Current
- Act as the primary point of contact for a portfolio of customers, managing ongoing relationships throughout the resolution lifecycle.
- Consistently achieved and exceeded assigned KPIs, including call quality, recovery targets, compliance, and customer satisfaction metrics.
- Analyzed customer data and account history to recommend tailored repayment and hardship solutions, aligned with policy and customer needs.
- De-escalated high-risk and sensitive financial situations using empathy, structured communication, and outcome-focused problem-solving.
- Maintained strict data accuracy, confidentiality, and regulatory compliance while managing high interaction volumes.
- Documented outcomes and trends to support reporting, insights, and continuous improvement initiatives.
Customer Support / Grocery Clerk
Real Canadian Superstore
Toronto, Canada
04.2023 - 09.2025
- Delivered high-quality customer support in a high-volume environment while meeting service and efficiency standards.
- Served as a front-line contact for customer inquiries, resolving issues quickly to maintain positive customer experiences.
- Managed multiple tasks simultaneously while maintaining accuracy and adherence to safety and operational procedures.
Volunteer Technical Support
Ghanaian Canadian Association of Ontario
Toronto, Canada
12.2021 - 06.2025
- Provided volunteer-based technical and operational support for community programs and events.
- Assisted users with basic technical issues, system setup, and troubleshooting to ensure smooth service delivery.
- Collaborated with internal teams to resolve issues efficiently, and improve operational workflows.
- Supported non-technical users by translating technical concepts into clear, practical guidance.
Education
Diploma - Computer Programming
Seneca Polytechnic
Toronto, ON10-2025
Skills
- Customer Success & Client Relationship Management
- KPI & Performance Metrics (CSAT, Quality, Recovery Targets)
- Technical Troubleshooting & Systems Support
- SaaS & CRM Fundamentals (data flows, integrations concepts)
- Data Analysis & Insight-Based Recommendations
- API & Systems Literacy (foundational)
- Conflict Resolution & De-escalation
- Clear Communication with Technical & Non-Technical Stakeholders
- Process Optimization & Continuous Improvement
- Cross-Functional Collaboration
Timeline
Collections Agent
Bank of Montreal (BMO)
10.2025 - Current
Customer Support / Grocery Clerk
Real Canadian Superstore
04.2023 - 09.2025
Volunteer Technical Support
Ghanaian Canadian Association of Ontario
12.2021 - 06.2025
Diploma - Computer Programming
Seneca Polytechnic