EMMA GOMES
Surrey,BC
Summary
Summary Qualifications:
- Accomplished customer service professional with over 5 years of experience, including 4 years in supervisory roles.
- Proven expertise in coaching, mentoring, and training teams, driving a 10% improvement in key performance metrics.
- Proficient in Salesforce and Microsoft Office Suite (Outlook, Word, Excel); skilled in CRM optimization and data analysis.
- Fluent in English; intermediate proficiency in French with ongoing advanced language training to support bilingual operations.
- Licensed driver with a clean record and strong organizational, time management, and interpersonal skills.
- Achieved measurable results, including a 15% increase in customer retention through loyalty programs and a 20% reduction in onboarding time for new hires.
- Demonstrated adaptability and customer empathy in high-pressure retail settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Aritzia Incorporation
Vancouver, British Columbia
05.2019 - Current
- Supervised and developed a high-performing team of 10, enhancing service quality and operational efficiency in a fast-paced retail environment.
- Designed and implemented a loyalty program, boosting repeat customer rates by 15%.
- Conducted ongoing training sessions and mentoring programs, reducing onboarding time by 20%, and achieving 95% staff retention.
- Leveraged Salesforce to streamline customer workflows, cutting response times by 25%, and improving satisfaction scores by 18%.
- Collaborated with marketing and merchandising teams to create targeted campaigns, resulting in a 12% increase in sales.
Customer Service Representative
Bank of Montreal
Calgary, Alberta
04.2018 - 04.2019
- Provided prompt, accurate service to over 50 customers daily, achieving a 98% satisfaction rate.
- Resolved customer complaints efficiently, reducing escalation times by 15%.
- Processed transactions with 100% accuracy, while ensuring compliance with bank policies.
- Trained and mentored five new employees, maintaining high service delivery standards.
- Coordinated with team leads to manage peak customer flow efficiently.
Education
Master of Arts - Business Administration
University of British Columbia
Vancouver, BC04-2022
Bachelor of Arts - Accounting And Finance
University of Victoria
Victoria04-2018
Skills
- CRM Expertise
- Team Leadership and Development
- Data Analysis Expertise
- Fluent in English and French
- Conflict Resolution Expertise
- High-Pressure Adaptability
- Merchandising and Campaign Collaboration
Certification
- Salesforce Certified Administration (2021)
- Microsoft Office Specialist: Excel Expert (2020)
Timeline
Customer Service Manager
Aritzia Incorporation
05.2019 - Current
Customer Service Representative
Bank of Montreal
04.2018 - 04.2019
Master of Arts - Business Administration
University of British Columbia
Bachelor of Arts - Accounting And Finance
University of Victoria