Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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, BC
04-2022

Bachelor of Arts - Accounting And Finance

University of Victoria
Victoria
04-2018

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

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EMMA GOMES