Summary
Overview
Work History
Education
Skills
Languages
Achievements
Timeline
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VICTORIA GUGLIELMI

Montreal,Canada

Summary

Versatile and detail-oriented professional with a background in customer care and current experience coordinating cross-functional projects and improving internal operations. Proven ability to enhance customer satisfaction, streamline processes, and support strategic initiatives through strong communication, problem-solving, and stakeholder collaboration.

Overview

7
7
years of professional experience

Work History

Special Projects Coordinator

Groupe Dynamite
05.2025 - Current
  • Reviewed and evaluated internal policies, proposing strategic revisions to enhance customer experience and drive long-term loyalty and repeat business.
  • Identified opportunities to streamline internal processes, improving operational efficiency and reducing workflow bottlenecks.
  • Optimized team performance by analyzing day-to-day challenges and implementing targeted process improvements.
  • Facilitated stakeholder meetings to gather feedback, address concerns, and align project outcomes with organizational goals.

Senior Customer Care Expert | Special Projects Agent

Groupe Dynamite
12.2023 - 05.2025
  • Assisted in onboarding new employees by creating and distributing procedural documents, leading training sessions, and facilitating shadowing opportunities.
  • Worked closely with IT department to flag recurring technical issues and limitations, both internally and on company’s website and loyalty program.
  • Collaborated with loss prevention team to minimize company asset loss by reviewing potentially fraudulent online orders and declining high-risk purchases.
  • Supported team members by offering guidance, resources, and clear, empathetic communication while encouraging open feedback.

Customer Service Representative

Groupe Dynamite
03.2020 - 12.2023
  • Handled payment-related tasks, including processing refunds to customers, and removing temporary holds on company-issued gift cards due to failed transactions.
  • Collaborated with the accounting and finance teams to identify discrepancies in customer accounts, process check requests, and issue new electronic gift cards accordingly.
  • Communicated effectively with customers through various channels such as email, online chat, and phone calls.
  • Learned and navigated company software systems, ensuring accurate record-keeping of all customer interactions.
  • Addressed customer complaints or inquiries promptly, ensuring timely follow-up and resolution.
  • Maintained customer satisfaction by consistently displaying a positive, empathetic, and professional attitude.
  • Provided accurate and timely information to customers regarding products, loyalty programs, company policies, and upcoming promotions or sales.

Cashier and Food Preparation

Copper Branch
05.2019 - 08.2019
  • Prepared fresh ingredients by washing, chopping, and assisting with basic cooking tasks.
  • Ensured a clean and organized kitchen by washing dishes, sanitizing surfaces, and managing waste disposal.
  • Served customers by taking orders, explaining menu items, recommending products, and processing payments.
  • Received, organized, and stored stock supplies efficiently.

Barista and Cashier

Van Houtte Café Bistro
06.2018 - 01.2019
  • Prepared and served a variety of hot and cold beverages, including coffee, tea, and specialty drinks.
  • Cleaned and sanitized workstations, utensils, equipment, and seating areas to ensure a hygienic environment.
  • Assisted customers by taking orders, describing menu items, recommending products, and processing payments.

Education

Certificate - Flight Attendant Training

Collège April-Fortier
Montreal, QC
04-2025

Bachelor of Arts - Psychology Major

McGill University
Montreal, QC
01-2020

Social Sciences - Psychology Major Program

Vanier College
Montreal, QC
01.2015

International Baccalaureate (IB) Program -

Laurier Macdonald High School
Montreal, QC
01.2013

Skills

  • Experienced with CRM Platforms
  • Promotes Innovative Solutions
  • Achieves Task Objectives
  • Collaborative Team Player
  • Customer Support Expertise
  • Proficient in Complaint Management
  • Inbound Client Assistance

Languages

English
Native or Bilingual
French
Professional Working

Achievements

  • Journal Publication
    “Women in Confucianism” by Victoria Guglielmi, Canons: The Undergraduate Journal of Religious Studies (2019-2020 Edition)
  • Vanier College Dean’s List (2015)
  • Laurier Macdonald High School Honor Roll (2013)

Timeline

Special Projects Coordinator

Groupe Dynamite
05.2025 - Current

Senior Customer Care Expert | Special Projects Agent

Groupe Dynamite
12.2023 - 05.2025

Customer Service Representative

Groupe Dynamite
03.2020 - 12.2023

Cashier and Food Preparation

Copper Branch
05.2019 - 08.2019

Barista and Cashier

Van Houtte Café Bistro
06.2018 - 01.2019

Certificate - Flight Attendant Training

Collège April-Fortier

Bachelor of Arts - Psychology Major

McGill University

Social Sciences - Psychology Major Program

Vanier College

International Baccalaureate (IB) Program -

Laurier Macdonald High School

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VICTORIA GUGLIELMI