James Formosa
Sutton West,ON
Summary
Results-driven Field Artillery Officer with extensive expertise in reconnaissance field missions and soldier welfare. Committed to providing efficient and comprehensive leadership, showcasing exceptional decision-making abilities in high-pressure situations. Skilled in critical problem-solving and proactive equipment maintenance. As a Customer Service Representative, excels in oral and written communication, active listening, and analytical problem-solving. Dedicated to enhancing customer experiences through service-oriented behaviors, deep understanding of customer desires, and customized solutions that foster loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
CSN Zenetec Keswick
Keswick, ON
04.2024 - Current
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Associate: Contractor Sales
Rona, Inc.
07.2023 - Current
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
- Built relationships with customers and community to promote long term business growth
- Contributed to team objectives in a fast-paced environment.
Front Office Supervisor
Hyatt Hotels Corporation
09.2022 - 05.2023
- Facilitated successful front desk operations for high-volume hotel
- Cultivated professional relationships with guests, improving customer retention through coordinated service
- Managed team of front desk agents, supervising personnel in issue resolution
- Maintained client accounts by obtaining, recording and updating personal and financial information
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Coached staff on strategies to enhance performance and improve customer relations.
Artillery Officer (Captain)
Canadian Armed Forces
04.2017 - 07.2022
- Orchestrated efficient deployment and upkeep of Surveillance and Target Acquisition (STA) systems
- Directed command and control operations during austere combat training conditions
- Managed and motivated soldiers to optimize routine procedures and effectively complete special projects such as new equipment trials and testing with disciplined and knowledgeable approaches
- Trained team personnel on standard operating procedures for subordinates.
Hospital Security Supervisor
Paladin Security
08.2015 - 04.2017
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets
- Analyzed and investigated incidents alongside hospital management and supervisors
- Developed improved training methods with focus on public safety and officer awareness
- Recorded incident reports with detailed accounts of occurrences
- Supervised team of 5 security personnel during shift.
Graduate Teaching Assistant
Dalhousie University
09.2014 - 04.2016
- Assisted teachers with classroom management and document coordination to maintain positive learning environment
- Tutored struggling students individually and in small groups to reinforce learning concepts
- Presented wide range of information to students using hands-on instructional techniques for effective comprehension
- Recorded grades for coursework and tests in online reporting system
- Provided instructional support to students unable to attend regular classes
- Created lesson materials, visuals and digital presentations to supplement lesson plans
- Assessed student assignments to check quality and completeness before submission for grading.
Education
Master of Arts -
Dalhousie University
10.2015
Bachelor of Arts - undefined
Wilfrid Laurier University
04.2014
Skills
- Military Officer Training
- Verbal & Written Communication
- Problem-Solving & Multitasking Abilities
- Analytical and Critical Thinking with expert attention to detail
- Flexible and Adaptable to changing environments and stressful situations
- First Aid/CPR
- PAL/RPAL License
- Account updating
- Scheduling
- Product Knowledge
- Data Entry
- Operational planning
Certification
- Feb 2021: Unit CBRN Defense Officer
- Apr 2020: Field Artillery Officer Qualification
- Jan 2018: Cold Weather Operator
- Apr 2018: Basic Military Officer Qualification
Accomplishments
- Achieved troop and battery-level training goals by conducting courses with accuracy and efficiency.
- Supervised team of 30-50 soldiers in conduct of daily operations.
- Collaborated with team of peer junior officers in the development of new training plans and materials for priority of work to optimize deployment and maintenance activities.
- Planned field operations involving 50 or more personnel.
- Coordinated soldier employment and training.
- Prepared a variety of different written communications, reports and documents to include briefing notes, investigations, and memorandums.
Timeline
Customer Service Representative
CSN Zenetec Keswick
04.2024 - Current
Associate: Contractor Sales
Rona, Inc.
07.2023 - Current
Front Office Supervisor
Hyatt Hotels Corporation
09.2022 - 05.2023
Artillery Officer (Captain)
Canadian Armed Forces
04.2017 - 07.2022
Hospital Security Supervisor
Paladin Security
08.2015 - 04.2017
Graduate Teaching Assistant
Dalhousie University
09.2014 - 04.2016
Bachelor of Arts - undefined
Wilfrid Laurier University
Master of Arts -
Dalhousie University