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
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
- Feb 2021: Unit CBRN Defense Officer
- Apr 2020: Field Artillery Officer Qualification
- Jan 2018: Cold Weather Operator
- Apr 2018: Basic Military Officer Qualification
Master of Arts -
Dalhousie University
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