1. DIANA ESPEJO
111 – 130 w5thStreet (604) 369-1182
North Vanvouver, BC
V7M1J8 espedi@hotmail.com
SKILLS
• Bilingual in English and Spanish Verbal and Written
• Effective troubleshooting and problem solving skills in high pressureenvironments
• Fully committed to providing thehighest possiblestandards of customer service support
• Exceptional prioritizing and multi-tasking skills in a busy call center environment
• Highly organized and responsible individual, capable of multitasking
• Ability to set priorities and work independently
• Computer Literate in Windows 7/XP, Outlook, MSOffice and TD Software (Admin apps,C3,S3,BWeb)
• Extremely detail oriented and excellent management skills
• Ability to communicate information using Phonetic Alphabet
EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE (Oct 2011 – Present)
Td Canada Trust (North Vancouver, BC )
• Processing transactions for personal and business customers, while providing information regarding
bank services, using excellent communication skills
• Entrusted with opening and closing procedures and secure desk operations
• Greeting and dealing with customer’s calls in a friendly and engaging manner
• Contributing to branch goals by consistently meeting and exceeding personalSR goals
• (SR pace at Q4 123% and Q1 121%)
• Proactively doing lobby leadership making customers feel welcome and appreciate
Mentoring co-workers with Small business referrals and procedures
TENANT SUPPORT WORKER (Sep 2015 – Present )
Lookout Society
• Provide assisstance, support, education and life skill training to adult men and women.
• Participate in the intake of tenants provide services of support,assessment, liaising, isolate problems and
develop service plans, crisis intervention, administer finances and
• medication or arrange coverage of same, and generally ensure that basic needs are met by working
closely with the individual on a long-term, ongoing basis
CUSTOMER ACCOUNTSPECIALIST (June 2010 – Sep 2011)
TD Canada Trust (London, Ontario)
• Processed payments and arrangements for personal and business bank accounts.
• Ensured customers information is kept confidential by authentication policies and procedures
• Offered and evaluated bank tools to consolidate a variety of products and accounts
• Reached and exceeded goals and different measurements set for the payment department
• Achieved CEI score and personal performance to High Quality (QH)
CUSTOMER SERVICE REPRESENTATIVE (Nov 2005 – June 2010)
TD Canada Trust (London, Ontario)
VOLUNTEERING EXPERIENCE
CPC (Community Policing) RCMP North Vancouver ( February 2015 – Present )

2. PART TIME – TEACHING EXPERIENCE
SWIMMING COACH ( Jan 2012 – Present )
SwimfasterNorth Vancouver
Maria C Navia
Teach all ages – basic and advance swimming
SPANISHTEACHER ( Nov 2010 – Jun 2011)
Private Spanish Teacher-Tutor
Maya sol Spanish Language Center
Arturo Martinez
Spanish teacher for different levels and age students
Lambeth Learning Centre ( London, Ontario ) (June 2007-Oct 2010)
Teaching and Tutoring Spanish for different ages students
EDUCATION
BasicSecurity Training Certificate (April 2015)
Canadian Firearms Safety and Canadian RestrictedSafety Courses ( Oct 2012)
High School Equivalency Certificate (Nov 2008)
Emergency Telecommunications. Fanshawe College January 2008 - April 2008)
London, ON
• Communications
• Ethics
• Emergency and non- emergency placements
• Medical emergencies
• Telecommunications Equipment
ESL . MontclairUniversity - Wheable Centre (2001 - 2004)
Montclair, US
Graphic Design. Taller5 (1991 -1995)
OTHER EXPERIENCE
SALES ASSOCIATE (Oct 2003 – July 2006)
Dominos Pizza (London, Ontario)
• Customer Service by promptly assisted customers with inquires and cross selling specials.
• Responsible for deliver pizzaorders in a timely fashion
CUSTOMER SERVICE REPRESENTATIVE (Oct 1999 – Dec 2000)
TV CABLE S.A. (Bogota, Colombia)
• Resolved customers Tv Cable request and technical support over thephone
• Scheduled technical visits for new customers and support for existing accounts
MANAGER (March 1995 – July 1998)
RESTAURANT – BAR FROZEN Colombia
• In charge of 12 employees, orders, customer service, accounting and reporting to owner