Joel Fernandes
Toronto,Canada
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
Work History
Contact Centre Specialist
CIBC Bank
06.2022 - Current
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Boys Counsellor
Scott Mission Camp
06.2019 - 09.2021
- Welcomed parents and their kids during registration, pick-ups and drop-offs
- Gained comprehensive experience alone and as a team in problem solving, creating games and activities, time management and dealing with bad behavior in positive, calm ways
- Maintained enthusiasm, professionalism and efficiency despite working 18 hours for five days back-to-back, doing the same things repeatedly and completing tasks assigned to me within the best of my ability
- Trained counsellors-in-training regarding camp operations, policies and behaviour management.
Team Member
McDonald's
04.2019 - 06.2021
- Enhanced the guest experience through friendly attitude and attentive behavior
- Helped support speed of service targets by working quickly and efficiently to meet guests’ needs
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Diploma - Aerospace Manufacturing Engineering Technician
Centennial College of Applied Arts And Technology
Scarborough05-2027
Skills
- Flexibility in changing environments
- Regulatory compliance training
- Relationship building
- Effective communication
- Analytical problem solving
- Technological proficiency
- CRM software
- Workforce management
- Call handling
- Quality control
- Teamwork and collaboration
- New hire peer support
Timeline
Contact Centre Specialist
CIBC Bank
06.2022 - Current
Boys Counsellor
Scott Mission Camp
06.2019 - 09.2021
Team Member
McDonald's
04.2019 - 06.2021
Diploma - Aerospace Manufacturing Engineering Technician
Centennial College of Applied Arts And Technology
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