Danaella Duncan

Results-driven customer support and project coordination professional with a strong background in escalation management, client relations, and operations. Proven ability to resolve complex issues, improve customer experience, and manage high-volume workflows. Recognized for strong communication, problem-solving, and leadership skills in fast-paced environments.

Level 3 Support Specialist - CLEAResult Canada

(2025-03)

• Act as senior escalation point, resolving complex and high-impact customer issues with professionalism and efficiency.
• Evaluate and screen customers for program eligibility using detailed policy guidelines and criteria.
• Coordinate and schedule high-volume assessment appointments, optimizing workflow between customers and field assessors.
• Manage end-of-the-end customer interactions across phone and email channels, maintaining high service standards.
• Investigate escalated cases, collaborating cross-functionally to deliver timely resolutions.
• Identify recurring issues and recommend process improvements to enhance service delivery.
• Maintain accurate documentation to ensure compliance with internal standards and audit requirements.
• Consistently meet or exceed service level agreements (SLAs) and performance targets

Freelance Stager - A Home Like Heaven Staging and Design

(2019-06 - 2025-01)

• Conduct in-home consultations to assess client needs and develop staging strategies
• Advise on decluttering, furniture arrangement, and design improvements to maximize property appeal
• Stage homes to enhance visual presentation and market readiness
• Coordinate third-party vendors including painters, carpenters, and landscapers
• Stay current with interior design and home staging trends

Project Coordinator / Team Lead/Resolution Specialist - Home Depot Canada - Toronto, ON

(2016-10 - 2024-01)

• Managed full lifecycle of installation sales projects from sale through completion
• Communicated timelines, expectations, and updates to customers throughout projects
• Coordinated with customers, installers, vendors, and measurers to ensure seamless execution
• Prepared detailed quotes for flooring and home improvement installations
• Leveraged promotions to drive sales conversions and close open quotes
• Delivered exceptional service via phone, email, and in person
• Generated over $3M in sales within first two years
• Resolved complex project issues and supported district-level operations (District 126)
• Led, trained, and coached MDBO/Sales team members
• Acted as primary point of contact for escalated customer concerns, delivering timely and effective resolutions.
• Investigated complex service and install issue, identifying root causes and implementing corrective actions.
• Coordinated with store teams, vendors, and installers to resolve disputes and ensure customer satisfaction
• Applied de-escalation techniques to handle challenging customer interactions and rebuild trust
• Ensured compliance with company policies, warranties, and service standards when resolving claims
• Documented all cases thoroughly, maintaining accurate records for tracking and reporting purposes
• Identified recurring issues and provided feedback to improve processes and prevent future escalations

Diploma - Paralegal - Centennial College