Douglas Zelaya Email & Phone Number

Ontario, Canada

• Deliver superior customer service on every call while ensuring a tailored experience for our customers.
• Conduct comprehensive case reviews and quality assurance checks on agent submissions to ensure accuracy and completeness of information before escalating a case.
• Provide expert troubleshooting techniques for complex issues related to our proprietary technology products, mobile application and website.
• Educate customers on our tech products and services through clear and empathetic communication.
• Drive continuous improvement by identifying trends in customer issues and recommending enhancements to product and service offerings.

Windsor, Ontario, Canada

• Performed duties related to assembling components, operations, preventive maintenance, inspecting parts, and casting cylinders according to quality standards and instructions
• Assisted in updating the quality control records on the system

Sudbury, Ontario, Canada

• Ensured operational excellence to maximize profitability, managed cost controls, and achieved established business growth and marketing objectives
• Hired, trained, and developed a team of 3-10 individuals to deliver standardized services to customers
• Strived for continuous improvement in the service standard, product quality, and customer satisfaction
• Responded to guest complaints and resolved them by our internal guidelines ensuring that the guest will return satisfied
• Experienced and proficient in the use of computer technology, POS systems, Microsoft Office, etc.
• Coordinated with IT Team in the installation of computer equipment, software, and networking components

Sudbury, Ontario, Canada

• Created a world-class customer experience through front-end customer engagement and point-of-sale interaction.
• Ensured guests are always treated with the utmost courtesy by handling inquiries, requests, and complaints in a prompt, polite, and effective manner.
• Ensured that all floor sets, visual presentations, signage placement, etc. are faced and merchandised attractively as per quality standards.
• Assisted the head cashier on cash counting, invoicing, software usage, and data entry related to cash and inventory.
• Processed payments and ensured all prices and quantities are accurate and provided a receipt to every customer.

Ontario College Diploma, Computer Systems Technician- Software Support

Diploma, Graphic Design, 85.63%