Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Darina Vilyamova

Toronto,Canada

Summary

As a dynamic Politics & Governance university student with comprehensive expertise in call center operations, I seamlessly fuse academic prowess with practical proficiency. My tenure in the call center industry honed my adeptness in communication, problem-solving, and delivering exceptional customer service. This journey is fueled by an unwavering passion for governance, driving my ambition to unify seemingly disparate fields and innovate people-centric solutions.
My academic path is adorned with a track record of exceptional leadership and collaborative achievements, notably highlighted by active participation in the prestigious Glendon Model United Nations. Proficient in comprehensive research, astute policy analysis, and compelling public speaking, I tailor these proficiencies to precisely align with the demands of the industry.
Eager and driven to channel my unique amalgamation of academic depth and practical acumen, I aspire to contribute substantially to organizations deeply committed to effecting influential and meaningful societal governance.

Overview

1
1
year of professional experience

Work History

Call Centre Agent

TOP SHOP
03.2021 - 10.2021
  • Utilized extensive product knowledge and company resources to provide accurate information and guidance to customers, resulting in a 85% first-call resolution rate
  • Actively listened to customers, understood their needs, and offered appropriate solutions, contributing to a 25% up-sell success rate
  • Achieved and exceeded individual performance targets, such as maintaining an average call handling time of 8 minutes and 10 seconds
  • Maintained up-to-date knowledge of company policies, procedures, and products, contributing to a 90% accuracy rate in information provided to customers

Education

Bachelor of Arts - Politics & Governance

Toronto Metropolitan University
Toronto, ON
06.2025

Skills

  • Teamwork
  • Ability to Work Under Pressure
  • Communication Skills
  • Fast Learner
  • Adaptability
  • Time Management

Languages

English
Native or Bilingual
Russian
Native or Bilingual
Kazakh
Limited Working

Timeline

Call Centre Agent

TOP SHOP
03.2021 - 10.2021

Bachelor of Arts - Politics & Governance

Toronto Metropolitan University
Darina Vilyamova