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  "basics": {
    "name": "Dani Popa",
    "summary": "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.",
    "location": "Montréal, QC"
  },
  "work": [
    {
      "company": "Sun Life Financial",
      "position": "Resolution Case Manager",
      "location": "Montréal, QC",
      "startDate": "2022-05",
      "current": true,
      "highlights": [
        "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."
      ]
    },
    {
      "company": "Corps Commissionnaires du Canada",
      "position": "Security Guard",
      "location": "Montréal, QC",
      "startDate": "2013",
      "endDate": "2022",
      "highlights": [
        "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."
      ]
    },
    {
      "company": "MFitness",
      "position": "Customer Service Representative & Personal Trainer",
      "location": "Montréal, QC",
      "startDate": "2009",
      "endDate": "2013",
      "highlights": [
        "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."
      ]
    },
    {
      "company": "Restaurant Bar and Grill William",
      "position": "Door Security / Personnel Manager",
      "location": "Longueuil, QC",
      "startDate": "2007",
      "endDate": "2010",
      "highlights": [
        "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."
      ]
    }
  ],
  "education": [
    {
      "institution": "YMCA",
      "degree": "Personal Trainer Certificate",
      "startDate": "2022-02",
      "endDate": "2022-06"
    },
    {
      "institution": "Centre Anjou",
      "degree": "Security Agent Certification",
      "startDate": "2012",
      "endDate": "2013"
    },
    {
      "institution": "École secondaire Antoine-Brossard",
      "degree": "High School Diploma",
      "startDate": "1993",
      "endDate": "1996"
    }
  ],
  "skills": [
    "Customer Service Excellence",
    "Case Resolution",
    "Team Leadership",
    "Employee Training & Mentoring",
    "Communication Skills",
    "Problem Solving",
    "Conflict Resolution",
    "Time Management",
    "Attention to Detail",
    "Confidentiality & Compliance",
    "Call & Chat Support",
    "Process Improvement",
    "Team Collaboration",
    "First Call Resolution"
  ],
  "availability": {
    "status": "open",
    "sponsorship": false
  },
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      "Sun Life Financial",
      "Security Guard",
      "Corps Commissionnaires du Canada",
      "Customer Service Representative & Personal Trainer",
      "MFitness",
      "Door Security / Personnel Manager",
      "Restaurant Bar and Grill William",
      "Customer Service Excellence",
      "Case Resolution",
      "Team Leadership",
      "Employee Training & Mentoring",
      "Communication Skills",
      "Problem Solving",
      "Conflict Resolution",
      "Time Management",
      "Attention to Detail",
      "Confidentiality & Compliance",
      "Call & Chat Support",
      "Process Improvement",
      "Team Collaboration",
      "First Call Resolution"
    ],
    "yearsOfExperience": 20,
    "seniority": "lead",
    "highestEducation": "Diploma"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
  },
  "i18n": {
    "primary": "en"
  },
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    "lastModified": "2026-08-19T22:46:52.145Z",
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}