Dania Dorlys
Barrhaven,ON
Summary
With over 8 years of experience in customer-focused roles, I excel in managing inquiries and providing information through call centre channels, showcasing exceptional communication skills. I gained the ability to analyse client feedback effectively and prioritize a client-centric approach at Drooms International and Kahak Healthcare. Additionally, my background as an Assistant Store Manager at Hennes & Mauritz equipped me with experience in sales and service articulation, thriving in fast-paced environments with repetitive tasks. Throughout my career, I’ve demonstrated punctuality, reliability, flexibility, honesty, and teamwork, earning a reputation for consistent delivery and organizational effectiveness. Renowned for my keen attention to detail, I ensure quality results in every task undertaken.
Overview
9
9
years of professional experience
Work History
Bilingual Remote Solution Advisor
Scotiabank
07.2024 - Current
- Take a proactive approach to discover our customer’s needs and listening to understand what they are asking for
- Being a technology expert and share my knowledge by introducing clients to our mobile banking applications and assist them to better manage their banking needs
- Build a strong customer relationships and deliver excellent customer service
- Uncover and solve customers needs
- Explain complicated concepts simply
- Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
- Demonstrate an eagerness to learn and determination to succeed
- Analyzed client needs to provide tailored financial solutions, enhancing customer satisfaction.
Bilingual Remote Customer Success Manager
Drooms Internation LTD
03.2023 - 06.2024
- Provide onboarding and training sessions to new clients to ensure a smooth and successful implementation of the product.
- Manage a portfolio of key accounts, ensuring high levels of customer satisfaction and retention.
- Develop and maintain strong relationships with clients via phone, email, and chat, acting as the main point of contact for all account related.
- Collaborate with sales and internal teams to understand customer needs and communicate feedback.
- Assist in the creation of support documentation and knowledge base articles.
- Review customer complaints, and concerns and seek to improve the customer experience.
Bilingual Remote Customer Success Manager
Kahak Health Care Services
12.2019 - 03.2023
- Managed a portfolio of key accounts, ensuring high levels of customer satisfaction and retention.
- Developed and delivered customer success plans to align with client goals and objectives.
- Provided product demonstrations and training to customers to enhance their understanding and usage.
- Handled customer escalations with professionalism, ensuring timely resolution and customer satisfaction.
- Collected and analysed customer feedback to continuously improve the customer experience and inform product development.
Assistant Store Manager
Hennes & Mauritz
10.2016 - 12.2019
- Assisted in achieving store sales targets and KPIs by implementing effective sales strategies.
- Executed company sales initiatives, promotions, and events to drive traffic and increase sales.
- Processed customer transactions accurately and efficiently using the point-of-sale (POS) system.
- Ensured a high level of customer satisfaction by providing exceptional service and resolving customer issues promptly.
- Led, motivated, and developed store staff to achieve sales targets and maintain high performance.
- Conducted performance reviews and provided constructive feedback to team members, addressing performance issues as needed.
Senior Sales Assistant
Sport Direct
05.2016 - 10.2016
- Provided outstanding customer service by greeting customers, helping, and addressing inquiries.
- Maintained an in-depth knowledge of products and promotions to assist customers effectively and drive sales.
- Collected and reported customer feedback to store management for continuous improvement.
- Provided daily and weekly sales reports to the Store Manager and identify areas for improvement.
- Ensured that the sales floor is well-presented, clean, and organized according to Sports Direct’s visual merchandising standards.
- Assisted with cash handling duties, including opening, and closing tills, and ensuring accuracy in transactions.
Education
GCSES General -
College Iqbal Masih
Skills
- Customer Relationship Management
- Communication
- Problem-Solving
- Training
- Onboarding
- Customer Retention
- Conflict Resolution
- Team Collaboration
- Time Management
- Sales skills
- Analytical thinking
- Client needs assessment
LANGUAGES
English (Native)
French (Native)
Timeline
Bilingual Remote Solution Advisor
Scotiabank
07.2024 - Current
Bilingual Remote Customer Success Manager
Drooms Internation LTD
03.2023 - 06.2024
Bilingual Remote Customer Success Manager
Kahak Health Care Services
12.2019 - 03.2023
Assistant Store Manager
Hennes & Mauritz
10.2016 - 12.2019
Senior Sales Assistant
Sport Direct
05.2016 - 10.2016
GCSES General -
College Iqbal Masih