Stefania Iacampo
Montréal,QC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Coordinator
Air Canada
Montreal, Quebec
07.2023 - Current
- My tasks as a coordinator included - and not limited to - assisting my direct manager with interviews, HR tasks, scheduling, liaising my colleagues to my manager and supporting them on a more administrative point for their training needs
- Preparing all administrative side of pre-course/training and closing up all administrative tasks post-course/training
- Organizing extra-curricular activities for the team as well.
- Organized team events to promote a positive work environment.
- Assisted with the preparation of presentations for senior management meetings.
- Provided technical support to staff members regarding software applications and hardware systems.
- Maintained calendars of upcoming events, meetings and deadlines.
- Facilitated communication between different departments in order to resolve issues quickly.
- Conducted interviews with potential candidates for open positions within the organization.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Organized travel plans for business trips including flights, hotels, car rentals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Learning Specialist
Air Canada
Montreal, QC
09.2022 - Current
- As a learning specialist my main role is to deliver and conduct training for ITO employees
- Training courses are given for initial hire courses, regulatory, recurrent and soft skill training courses
- My role also consisted and not limited to evaluating the participants in each class, providing feedback, providing coaching and at times one-on-one catch up sessions, all while ensuring proper understanding was met
- Compliance and customer service excellence skills were also instilled during these training courses
- When courses were not in a classroom setting, the training was conducted in the airport and operational support was given - ensuring SOPs were followed at all times
- Liaise back with colleagues and management to ensure development and progress was consistent and requirements were met
- When not given a course to deliver, my tasks were to support my team during their own courses and assist with documentation and filing of their records
- Provide feedback on their participants and attend meetings when needed
- Travelling to other stations and assisting other stations were also part of the learning specialist role as the East team covered Ottawa, Quebec and Atlantic provinces for training.
- Facilitated group discussions to promote collaboration and communication among learners.
- Conducted assessments of student progress and provided feedback to teachers, administrators, and parents.
- Provided individualized instruction to meet the needs of each learner.
- Utilized technology-based resources to supplement instructional activities in the classroom.
- Monitored student performance in order to measure academic growth over time.
- Implemented behavior management strategies to create a safe and effective learning environment.
- Maintained accurate records of student performance and attendance throughout the year.
- Maintained focused, inclusive and supportive learning environments.
- Built relationships with students and guardians through active communication and positive feedback.
Resolutions Specialist
BMO - Bank of Montreal
05.2021 - 08.2022
- As a resolution specialist, my role is to intake, support, escalate and resolve customer escalations at an executive level
- Gather information, review and analyze data on customer accounts, review complex issues addressed by the customer to create and provide solutions and guidance for the customer
- Constantly meet audit requirements and manage disputes internally and externally, all while delivering exceptional customer service
- Develop and maintain long-term professional and profitable relationships with all stakeholders
- Identify business needs, develop tools to integrate into training programs to collaborate in efficient functioning of collections life cycles
- Loss mitigation solutions for a successful conflict resolution of high-risk accounts and minimize risk and losses
- Exercise judgement to identify, diagnose and solve problems within given rules, guidelines and procedures
- Maintain confidentiality with the customer and internally
- Support continuous improvements initiatives by implementing changes
- Utilize strong negotiation skills, analytical skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations
- Use coaching and training for quality audits and collection disputes
- Minimize escalations to Ombudsman and OFSI
- Work under tight timelines and under high pressure situations to limit media and legal involvement
- Working with high volume escalations must be met with organizational skills
- Complete and provide adequate documentation to make sure customer's concerns and resolved and addressed
- Create relationships inter-bank to refer to during processes
- Develop rapport and instil confidence with clients in order to develop credibility
- Develop action plans and solutions to maximize recovery and safeguard the bank's interest
- Understand customer's needs to properly address concerns.
Senior Customer Service Representative & NACCC associate
BMO - Bank of Montreal
01.2017 - 05.2021
- Manage and execute daily branch tasks to assure constant compliance for audit and BMO policies and procedures
- Work closely with the Branch Manager to ensure that the administrative aspect of the branch is up to date and in line with our deadlines
- Oversee internal reports, balance general ledgers, manage fraud reports and assist all office colleagues with any procedure applications (Optimizer, Operations Management and other applications)
- New CSR training
- Contribute ways to continuously improve customer experience and increase NPS
- Execute everyday banking financial transactions while providing exceptional customer service
- Help customers to engage in using different banking platforms
- Understand customer needs through quality conversations and identify opportunities to promote the right financial products and services
- Refer customers to branch team members for lending and investment solutions
- Meet daily/weekly sales goals through credit and banking products
- Branch opening and closing procedures - cash handling tasks
- NACCC: Take all inbound calls within Canada routed to our customer service center from within the branch
- Senior service representative tasks are included and transactions and requests performed, as they would be done in branch
- Ensure each call and transaction is done compliantly and securely.
Cashier and floor salesperson
SAQ - Société des Alcools du Québec
06.2016 - 08.2017
- Always stay updated with new products and complete on-going training in wines and spirits (new trainings on a monthly basis)
- Cash handling/deposits, assuring all sales are ethical and legal (18+ policy), store facing and store stocking
- Taste tester booths and sampling for clients
- Answer client questions and make purchase suggestions
- Apply the four A+'s of customer service.
Program Assistant
The Research Institute of the McGill University Health Center (RI-MUCH)
06.2015 - 09.2015
- Working alongside the head doctor of the Cancer Research Program and Center for Translational Biology, my role was to coordinate and plan events and conferences reuniting all research programs
- Help professors with lab work and help manage they summer students' grant submissions
- Overview grants submissions and create new files for those
- Ensure daily tasks were done, i.e
- Check lab equipment and order supplies for lab
- Host weekly meetings with professors and students
- Assisting the creation of a new platform for the program as well as ensuring an easier flow after the merge of all hospitals and research programs.
CRC (Customer Relations Coordinator)
TD Bank
04.2010 - 06.2015
- Provide a legendary customer experience, manage customer flow both on service and sales side, adapt and connect with each customer and situation, responsible for all administrative work in the branch (answer main line, emails, manage investigations and government requests), responsible for branch opening and closing procedures (security procedures and cash handling), responsible for most sales campaigns and connection days and manage referrals for high value and high risk customers and follow bank compliance regulations.
CSR (Customer Service Representative)
TD Bank
04.2010 - 06.2015
- Provide a legendary customer experience, demonstrate pro-activity in sales and in customer care, manage and keep accounts updated, credit card care and sales, promote and sell everyday banking products, help during branch opening and closing procedures (cash handling and security procedures) and follow bank compliance regulations.
Cashier, salesperson and third-key holder
Report Collection - Men's Fashion
- 12.2009
- Provide personalized customer service, meet daily/weekly sales quotas to maximize store profits and increase commission payout.
Claims Adjuster
TD Meloche Monnex Group - TD Insurance
05.2008 - 08.2008
- File openings, be ready to listen and propose solutions to the client
- Facilitate the claims process for the client
- Follow up with clients to provide the best customer service.
Education
Biology
University of Montreal
05.2018
Biology
Concordia University
05.2013
Graduate D.E.C. - Commerce Profile -
Dawson College
05.2010
Skills
- Languages fluently spoken and written: English, French and Italian
- Ability to use Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Teams)
- Performance Improvement
- Coaching and Mentoring
- Training delivery
- Classroom Management
- Activity Planning
- Technical training
- Virtual classroom management
- Reporting Requirements
Volunteer Experience
JDRF - Juvenile Diabetes Research Foundation, 09/2012, 09/2013, 09/2014, Volunteer, participant, and campaigner for fundraising events.
Extracurricular Activities
Private Tutor, 09/2015, Present, Provide one-on-one private tutoring for elementary and high school students. Mental Health Advocate, 03/2020, Present, Organize hockey tournaments to raise funds for suicide prevention organizations.
Hobbies and Interests
- Traveling
- Reading
- Cooking
- Boxing
- Yoga
Timeline
Coordinator
Air Canada
07.2023 - Current
Learning Specialist
Air Canada
09.2022 - Current
Resolutions Specialist
BMO - Bank of Montreal
05.2021 - 08.2022
Senior Customer Service Representative & NACCC associate
BMO - Bank of Montreal
01.2017 - 05.2021
Cashier and floor salesperson
SAQ - Société des Alcools du Québec
06.2016 - 08.2017
Program Assistant
The Research Institute of the McGill University Health Center (RI-MUCH)
06.2015 - 09.2015
CRC (Customer Relations Coordinator)
TD Bank
04.2010 - 06.2015
CSR (Customer Service Representative)
TD Bank
04.2010 - 06.2015
Claims Adjuster
TD Meloche Monnex Group - TD Insurance
05.2008 - 08.2008
Cashier, salesperson and third-key holder
Report Collection - Men's Fashion
- 12.2009
Biology
University of Montreal
Biology
Concordia University
Graduate D.E.C. - Commerce Profile -
Dawson College
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