Kyle Dolenc

Experience

• 

  Paragon Security

  Jan 2010 - Jan 2012

  Security Guard

  Functioned as both a security guard and in a concierge capacity at several sites including high rise condominiums. By observing the premises and enforcing client policies at all times I ensured a safe and comfortable environment for the residents and staff of the building Addressed home owners and visitors on a daily basis with respect and dignity which kept their living environment both professional and personalized  Acted with speed and precision in several emergency situations ending with minimal property damage and no loss of life Show less

• 

  Loblaw Companies Limited

  Jan 2013 - Jan 2014

  Customer service/ Cashier/ Food Prep
• 

  WebAssist.ca

  Jul 2014 - Feb 2015

  Administrative Assistant, Assisstant Project Manager, Client Concierge

  Worked as the main point of contact for WebAssists clients. Helping with payments, sales, project definitions and product testing. Reviewed client emails, filed paperwork, answered phones, and updated client files to ensure all manner of process was followed correctly for legal and reference purposes Organized and restructured the entire physical filing system in one week to ensure all data and client files were up to date and accurate during a one week co-op prior to being offered the job Utilized Content Management Systems to update web pages and create new web pages to client specifications this generated additional billable hours, maintained lower budget costs, and assured product quality Liaised with development teams and clients to manage tasks and projects which ensured timelines were being met, resources were available, and to catch any unexpected hiccups early on Kept our projects and budget moving smoothly by updating clients on tasks in progress, time lines, collecting payments, as well as delivering completed projects Show less

• 

  Convergys

  Mar 2015 - Nov 2016

  Managed and supervised over a team of 15-20 agents, supported, motivated, and developed them Worked with employees on a 1:1 level and in team environments which promoted growth, learning, and efficiency Using strategic questions and communication, helped employees identify where they excel and opportunities for improvement Setting professional and personal goals that were both measurable and time based which helped employees recognize their own ability to develop and be accountable Helped struggling employees with guidance and mentoring to help reduce turnover and improve team moral Worked flexible and long hours to accommodate all business needs and ensure that all deadlines were met Completed clerical tasks including: managing calendar items, time card approvals, and following up on emails which ensure that agents were paid on time and that everyone was properly informed Maintained accurate coaching records and metric data sheets to ensure agents were coached and accountable and that their metrics were updated and available Show less Took 60 or more calls daily, working with businesses to repair or assist with their technical or billing issues remotely over the phone.  Worked independently and with team leads to help customers daily with a variety of problems or questions, ensuring that all of their issues were resolved on the first call By mastering the available tools I was able to deliver even more excellent and expedient service to each customer, decreasing the length of each call while simultaneously improving customer satisfaction Offered support on the floor to fellow agents when requested by team leads which improved resource management and team moral Instilled a sense of appreciation and loyalty in our customers by always explaining the details and value in our products and letting them know that they are important Show less

  • Technical Team Lead

    Jun 2016 - Nov 2016

  • Technical Support Specialist

    Mar 2015 - Jun 2016
• 

  TD

  Feb 2017 - Apr 2022

  Insurance Sales and Customer Service Specialist

  Provided excellent customer service and tailored experiencesUsed hard phones and softphones as well as several specialized computer applications Advised customers about products and services Maintained above-average sales and other KPIs

• 

  Bloodworth Miniatures

  Jan 2021 - now

  Co-Owner

  Complete high-level and batch quality paint jobs for miniatures for popular games like Warhammer, Dungeons & Dragons, and othersManufacture SLA resin and FDM plastic 3D prints of various proportions and qualityBusiness DevelopmentClosed over 280 sales and countingBuilt and maintain a website and e-commerce store

• 

  The mana Lounge

  Dec 2021 - now

  Event Coordinator

  I have shifted among a few roles since joining The Mana Lounge team from social media specialist, to a graphic designer, and now to the events coordinator.Research and understand both our products and our client base.Developed a gaming community at the store in just 3 months.Maintain our Discord groups for said community.Created a safe and welcoming learning experience for new players.Pitch ideas for events and workshops.