Dani Popa

Dedicated customer service and case resolution professional with extensive experience in client support, problem-solving, training, and team collaboration. Proven ability to handle complex inquiries, resolve issues efficiently, and support both employees and management. Recognized for strong communication skills, leadership, attention to detail, and commitment to delivering exceptional customer experiences.

Montréal, QC
0+
Years experience
0
Skills
Work Experience
Resolution Case Manager
Sun Life Financial
May 2022 — PresentCurrentMontréal, QC
  • Support members through phone and chat channels while delivering exceptional customer service.
  • Resolve complex client inquiries efficiently, focusing on first-call resolution.
  • Train and mentor new hires during onboarding and transition periods.
  • Provide guidance on proper call routing procedures to reduce incorrect transfers between departments.
  • Troubleshoot website-related issues and collect relevant data for investigation and resolution.
  • Consistently exceed daily performance and service metrics.
  • Handle confidential customer information with professionalism and discretion.
  • Collaborate with managers and team members to identify process improvements and effective solutions.
  • Serve as a key resource for colleagues by providing support, coaching, and knowledge sharing.
Security Guard
Corps Commissionnaires du Canada
2013 — 2022Montréal, QC
  • Ensured the safety and security of personnel, visitors, and property.
  • Monitored site activities and responded promptly to security incidents.
  • Conducted routine patrols and maintained detailed incident reports.
  • Demonstrated professionalism and strong decision-making in high-pressure situations.
Customer Service Representative & Personal Trainer
MFitness
2009 — 2013Montréal, QC
  • Delivered outstanding customer service to members and guests.
  • Assisted clients in achieving their fitness goals through personalized training programs.
  • Built strong relationships with members by providing motivation, guidance, and support.
  • Addressed customer concerns and maintained a positive fitness environment.
Door Security / Personnel Manager
Restaurant Bar and Grill William
2007 — 2010Longueuil, QC
  • Supervised entrance security operations and staff coordination.
  • Maintained a safe and welcoming environment for guests.
  • Managed conflict resolution and ensured compliance with establishment policies.
  • Assisted with scheduling and team leadership responsibilities.
Skills
Customer Service ExcellenceCase ResolutionTeam LeadershipEmployee Training & MentoringCommunication SkillsProblem SolvingConflict ResolutionTime ManagementAttention to DetailConfidentiality & ComplianceCall & Chat SupportProcess ImprovementTeam CollaborationFirst Call Resolution
Education
Personal Trainer Certificate
YMCA
Feb 2022 — Jun 2022
Security Agent Certification
Centre Anjou
2012 — 2013
High School Diploma
École secondaire Antoine-Brossard
1993 — 1996
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