Donnatila Guto
Edmonton,AB
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Leader in customer service management with 6+ years implementing programs and procedures that reduce error rates, improve service offerings, and achieve company initiatives.
Overview
6
6
years of professional experience
Work History
Credit Management Resolution Agent
RBC Royal Bank
Edmonton, AB
01.2023 - Current
- Engage with clients through Outbound calls regarding outstanding payments on their credit cards, personal and business accounts.
- Educate and provide advice on credit solutions, negotiate tailored payment arrangements for overdue accounts to meet client’s financial obligations.
- Focus on helping clients when they need us most, by responding empathetically to a variety of questions, offering solutions based on client’s financial situation.
- Resolve problems at first point of contact in a friendly and helpful manner and maintain relationships with partners to work as one RBC.
- Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests.
Fitness Sale Advisor
GoodLife Fitness
Toronto, ON
09.2021 - 11.2022
- Provided one-on-one fitness consultations to clients, including assessing individual goals and designing customized exercise regimens.
- Responded promptly to members' inquiries about membership packages, pricing options, class schedules.
- Reached the monthly premium goal in general, as well as the secondary product sales goals and close rates in general, by 120 percent.
- Led team meetings with trainers and instructors to discuss strategies for improving customer service experience.
- Developed a strategy for new member success through Personal Training (PT) starter packages by leveraging appropriate GoodLife service offerings.
Front Desk - Fitness Motivator
Goodlife Fitness
Toronto, ON
05.2020 - 09.2021
- Assisted Members through possessing an in-depth knowledge of all GoodLife Fitness systems to be able to efficiently answer Member questions, resolve Member issues or concerns, make updates to Member information, sell memberships, services, products, and amenities, etc.
- Possessed in-depth knowledge regarding Memberships and all Club services and amenities and was able to sell these products when opportunities arise.
- Properly and efficiently handled incoming calls from Members and Potential Members. This included answering the phone within three rings and taking messages or booking appointments.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Greeted Members that had appointments or that came into the Club as walk-ins and directed them accordingly.
Licensed Financial Advisor
CBV Collection Services LTD
Toronto, ON
06.2018 - 02.2020
- Conducted detailed analysis of clients' current financial situation, including risk assessment, cash flow management, and retirement planning.
- Maintained accurate records of all client interactions and transactions in accordance with company policy and regulatory requirements.
- Responded promptly to customer inquiries regarding their accounts or other services offered by the firm.
- Developed and expanded financial planning relationships with customers through loyal and dedicated service.
- Addressed non-compliance issues by requesting additional information from client and updating remediation records.
Education
BBA - Hospitality And Tourism Management
George Brown College
Toronto, ON07.2022
Diploma - Tourism And Hotel Management
George Brown College
Toronto, ON07.2016
Skills
- Valid Alberta driver's license
- Time management
- Team building
- Organizational skills
- Customer service
- Business Management
- Problem resolution
- Sales and marketing skills
- People skills
- Flexible and Adaptable
- Multitasking
Languages
English
Full Professional
Swahili
Native/ Bilingual
Co-op Experience
Human Resources Assistant
Toronto, ON | Jun 2018- Feb 2020
- Identify candidates, conduct reference checks, and issue employment contracts as part of the recruitment process.
- Answers to frequently asked questions about standard policies, benefits, hiring procedures, etc. from applicants and employees; alludes more complex questions to appropriate senior-level HR staff or management.
- Participates in the preparation and execution of special occasions like enrollment for benefits, meetings that are held across the entire organization, events to recognize employees, holiday parties, and retirement celebrations.
- Performs periotic audits of HR files and records to ensure that all required documents are collected and filed appropriately.
- Maintain documents, records, and files pertaining to human resources that are accurate and current.
Timeline
Credit Management Resolution Agent
RBC Royal Bank
01.2023 - Current
Fitness Sale Advisor
GoodLife Fitness
09.2021 - 11.2022
Front Desk - Fitness Motivator
Goodlife Fitness
05.2020 - 09.2021
Licensed Financial Advisor
CBV Collection Services LTD
06.2018 - 02.2020
BBA - Hospitality And Tourism Management
George Brown College
Diploma - Tourism And Hotel Management
George Brown College
Similar Profiles
Kamalpreet KaurKamalpreet Kaur
Customer Service Representative at RBC Royal BankCustomer Service Representative at RBC Royal Bank
Priyashri JashPriyashri Jash
Banking Advisor at RBC Royal BankBanking Advisor at RBC Royal Bank
Adam Pantin-TaylorAdam Pantin-Taylor
Client Associate - Central Teller at RBC Royal Bank (T&T) LimitedClient Associate - Central Teller at RBC Royal Bank (T&T) Limited