SUSAN DAMI
Surrey,BC
Summary
Client-focused professional with an MBA and over five years of experience in high-volume, face-to-face and contact centre customer service. Skilled in verifying documentation, explaining policies clearly, resolving escalated concerns, and accurately processing cash, electronic payments, and data entry across multiple systems in fast-paced, interruption-heavy environments. Known for attention to detail, sound judgment, and adapting communication style to individual client needs.
Overview
1
1
Certification
6
6
years of post-secondary education
10
10
years of professional experience
Work History
Client Service Representative
Lululemon
Burnaby, Canada
06.2023 - 06.2026
- Managed a high volume of face-to-face, phone, and email customer inquiries, verifying information and determining the appropriate solution for each client's needs.
- Resolved complex and escalated customer issues by building trust quickly and explaining policies and procedures in plain, professional language.
- Accurately documented interactions and processed transactions across multiple computer systems, supporting disciplined, detail-oriented records management.
- Shared product and process knowledge with colleagues and consistently met quality and accuracy targets in a fast-paced, interruption-heavy environment.
Customer Service Representative
Telus
Vancouver, Canada
12.2022 - 05.2025
- Troubleshot escalated concerns in a fast-paced, target-driven contact centre, maintaining professionalism and closing issues to the client's satisfaction.
- Handled client enquiries related to accounts, billing, and services, reviewing documentation and identifying underlying needs to recommend appropriate solutions.
- Maintained accurate case notes and data entry, flagging recurring issues to supervisors to support service and process improvements.
Customer Service Associate
Shoprite
Abuja, Canada
04.2016 - 04.2021
- Delivered front-line, face-to-face customer service in a high-volume retail environment, building rapport with a wide range of clients.
- Processed cash and electronic payments, returns, and transactions with a high degree of accuracy while resolving customer complaints.
- Supported daily operations while consistently maintaining service and accuracy standards under frequent interruptions.
Education
Master of Business Administration -
University Canada West
Vancouver 11.2022 - 07.2024
Bachelor of Science - Economics
University of Abuja
Abuja 11.2015 - 11.2019
Skills
- Face-to-Face & High-Volume Customer Service
- Cash Handling & Electronic Payment Processing
- Document Verification & Regulatory Compliance
- Data Entry & Multi-System Records Management
- Escalation & Complaint Resolution
- Active Listening & Needs Assessment
- Multitasking in Fast-Paced Environments
- Attention to Detail, Accuracy & Sound Judgment
Certification
Certified Digital Marketing Professional, 2023
Timeline
Client Service Representative
Lululemon
06.2023 - 06.2026
Customer Service Representative
Telus
12.2022 - 05.2025
Master of Business Administration -
University Canada West
11.2022 - 07.2024
Customer Service Associate
Shoprite
04.2016 - 04.2021
Bachelor of Science - Economics
University of Abuja
11.2015 - 11.2019