Matthew DaSilva
Mississauga,ON
Summary
Dedicated and results-driven professional with a proven track record of success cultivated through 12 years of hands-on customer service expertise. Proficient in understanding client needs, building rapport, and fostering lasting relationships that drive sales growth. Adept at leveraging extensive product knowledge to effectively communicate value propositions, resulting in increased customer satisfaction and revenue generation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Associate, Revenue
City of Mississauga
Mississauga, ON
03.2023 - Current
- Tasked with answering 5000 inbound cases in order to clear service levels. Achieved an outbound percentage of 160% to target by answering 8000 inbound cases.
- Processed and maintained information changes for over 250,000 property tax accounts provided by Teranet, the Municipal Property Assessment Corporation, Financial institutions and property owners while ensuring the integrity of the tax system and City by-laws.
- Investigated and developed correspondence to contact customers on behalf of the Director, Manager, and other senior staff.
- Consistently surpassed daily targets by meeting and exceeding expectations.
League Administrator
City of Mississauga
Mississauga, ON
06.2022 - 03.2023
- Responsible for contacting warm leads and generating cold leads resulting in the formation of North America’s largest recreational soccer league with over 700 teams
- Delivered an opportunity for over 12,000 people to actively engage in sport
- Daily execution with the largest grassroots soccer clubs and Academies in the GTA
- Generated over 2 million dollars in revenue for the City of Mississauga
- Assisted the Supervisor of Leagues with the management of part-time staff including but not limited to evaluations, scheduling, rule implementation, etc.
Customer Service Centre Representative
City of Mississauga
Mississauga, ON
07.2019 - 06.2021
- Managed inbound calls from prospective clients seeking to book facilities within the city.
- Demonstrated exceptional customer service skills by actively listening to customers' needs and providing detailed information about available spaces.
- Effectively utilized persuasive communication techniques to upsell additional services or premium facilities, resulting in a 125% increase in sales revenue.
- Maintained a high call volume, efficiently handling inquiries, processing bookings, and ensuring accuracy in reservation details.
- Collaborated with the supervisors and team members to implement new strategies for enhancing customer satisfaction and streamlining the booking process.
- Received commendations for consistently delivering a positive customer experience.
Health and Safety Consultant
Paramount Alliance LTD.
Toronto, ON
06.2021 - 06.2022
Customer Service Representative
City of Mississauga
Mississauga, ON
04.2011 - 07.2019
Education
Diploma - Recreation And Leisure Services
Humber College
Toronto, ON06.2016
Diploma - Fitness And Health Promotion
Humber College
Toronto, ON06.2014
Skills
- Excellent customer service skills illustrated by over 10 years of service with the City of Mississauga
- Achieved an outbound percentage of 160% to target by answering 8000 inbound cases
- Achieved 400% of the MS Society's corporate sponsorship targets with cold calling and getting in front of decision makers
- Responsible for creating and motivating a team that raised over $125,000 through various fundraising efforts
- Generated over 2 million dollars in revenue for the City of Mississauga in one year
- Designed a new process for a government subsidy program which was implemented across the City of Mississauga
Certification
- First Aid CPR/AED Level C
- Smart Serve
Volunteer Work
- Multiple Sclerosis Society of Canada
- Team Leader of the award winning JR MAK Sunshine Fundraising Team.
Awards
- Six Time Top Fundraiser with the Multiple Sclerosis Society of Canada
- Mandy Mitchell Sportsmanship Award
Timeline
Customer Service Associate, Revenue
City of Mississauga
03.2023 - Current
League Administrator
City of Mississauga
06.2022 - 03.2023
Health and Safety Consultant
Paramount Alliance LTD.
06.2021 - 06.2022
Customer Service Centre Representative
City of Mississauga
07.2019 - 06.2021
Customer Service Representative
City of Mississauga
04.2011 - 07.2019
Diploma - Recreation And Leisure Services
Humber College
Diploma - Fitness And Health Promotion
Humber College
- First Aid CPR/AED Level C
- Smart Serve
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