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, QC04-2025
Bachelor of Arts - Psychology Major
McGill University
Montreal, QC01-2020
Social Sciences - Psychology Major Program
Vanier College
Montreal, QC01.2015
International Baccalaureate (IB) Program -
Laurier Macdonald High School
Montreal, QC01.2013
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