Emeryck Dounia
Laval,QC
Summary
Dynamic bilingual professional with a proven track record at Fidelity Investments, excelling in customer relations and expert problem-solving. Enhanced service delivery quality through process improvements and achieved high customer satisfaction rates. Skilled in documentation management and team leadership, driving productivity and fostering loyalty in diverse environments. Knowledge in media editing and photography. Skilled in physical training and nutrition with strong written and oral communication skills in both English and French.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Centre Specialist Bilingual
Fidelity Investments
09.2024 - Current
- Answered to 30-50 calls daily with various financial and management requests.
- Bridged knowledge gaps for CS representatives resulting in an increase of productivity.
- Responded to 20-40 emails daily with accuracy and credibility
- Handled escalations and complaints resulting in customer satisfaction and loyalty.
- Processing and coordinating estates settlement requests.
- Collaborated with cross-functional teams to identify process improvements, enhancing overall service delivery quality.
- Streamlined documentation processes, ensuring accuracy and compliance with regulatory standards across operations.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Advisor Service Centre Representative Bilingual
Fidelity Investments
11.2022 - 09.2024
- Taking 30-35 calls daily.
- Delivered personalized financial requests.
- Assisted in identifying client needs through active listening and effective communication.
- Supported team in developing tailored solutions to enhance customer satisfaction and loyalty.
- Coordinated with cross-functional teams to streamline operations and improve services.
Logistics Coordinator/rating
Simard Transport
08.2021 - 08.2022
- Processed and coordinated shipments of goods from origine to destination.
- Quoted and rated clients for services provided by the company.
- Scheduled delivery appointments with clients via phone calls and emails.
- Interacted with third parties for possible partnership via phone calls and emails.
- Coordinated between 200 to 300 emails daily.
- Managed between 25 to 30 calls daily from internal/external costumers.
- Handled, reported and resolved various clients complaints via phone calls and emails.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Boosted company's online presence by developing comprehensive digital marketing strategy.
Cashier/ Customer Service Representative
Canadian Tire
10.2018 - 03.2020
- Resolved various customer complaints by understanding their needs and offering solutions which led to an increase in customer satisfaction.
- Assisted clients on the phone with various requests and questions.
- Maintained order of inventory by performing daily checks and reporting any damages.
- Organized the workplace and ensuring the completion of group tasks as a team leader.
- Prepared online orders to meet customer’s expectations and contacted customers in case of unexpected delays or issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Observed packing operations to verify conformance to specifications.
Independent Contracto/Salesperson
Canadian Property Stars
02.2018 - 04.2018
- Presented the company’s services to homeowners on a daily basis.
- Negotiated price of services and terms of service.
- Performed lawn maintenance services to many houses and ensure customer satisfaction which led to an increase in sales, positive online reviews and excellent customer experience.
- Completed detailed daily reports on sales by using a spreadsheet which contributed to the company strong record-keeping.
- Communicated with customers during the work by answering their questions and inquiries all while demonstrating strong interpersonal skills.
Education
Bachelor of Arts - Bachelor of Arts in Communications
York University
Toronto07.2022
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Workload management
- Performance coaching
- Athletic training and coaching
- Team leadership
Languages
English
Native or Bilingual
French
Native or Bilingual
Certification
- Certified Personal Trainer
- Certified exercise recovery specialist
- Nutritionist
- Specialist in bodybuilding
- Online coaching
- Standard First Aid and CPR
Timeline
Service Centre Specialist Bilingual
Fidelity Investments
09.2024 - Current
Advisor Service Centre Representative Bilingual
Fidelity Investments
11.2022 - 09.2024
Logistics Coordinator/rating
Simard Transport
08.2021 - 08.2022
Cashier/ Customer Service Representative
Canadian Tire
10.2018 - 03.2020
Independent Contracto/Salesperson
Canadian Property Stars
02.2018 - 04.2018
Bachelor of Arts - Bachelor of Arts in Communications
York University
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