Dany Boudreau
Gatineau,QC
Summary
Dynamic Customer Care Consultant with a strong record in complaint resolution and escalation management. Proven ability to enhance customer satisfaction and foster loyalty through effective communication and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Business Customer Service Representative
Scotiabank
Ottawa, Ontario
04.2025 - Current
- Achieved higher customer satisfaction ratings by providing accurate and timely responses to inquiries.
- Facilitated collaboration across departments to efficiently resolve complex customer issues.
- Maintained accurate records and updated customer information to enhance account management.
- Engaged customers in meaningful conversations to understand needs and address product-related questions.
Customer Care Consultant
Scotiabank
Ottawa, Ontario
09.2024 - 04.2025
- Enhanced customer satisfaction ratings by swiftly addressing inquiries and resolving issues.
- Investigated customer complaints and escalated unresolved cases to appropriate departments.
- Promoted customer loyalty through prompt resolution of complaints and effective communication.
- Monitored employee productivity, delivering constructive feedback and coaching for performance improvement.
Onboarding Support Advisor
Scotiabank
Ottawa, Ontario
09.2023 - 09.2024
- Coached and mentored new employees to enhance skill development and performance.
- Oversaw onboarding activities, addressing questions to expedite integration.
- Developed training materials to support effective employee onboarding.
- Delivered feedback during call monitoring sessions to improve customer interactions.
Customer Care Consultant
Scotiabank
Ottawa, Ontario
06.2022 - 09.2023
- Enhanced customer satisfaction ratings by swiftly addressing inquiries and resolving issues.
- Investigated customer complaints and escalated unresolved cases to appropriate departments.
- Promoted customer loyalty through prompt resolution of complaints and effective communication.
- Monitored employee productivity, delivering constructive feedback and coaching for performance improvement.
Customer Care Advisor
Scotiabank
Ottawa, Ontario
02.2021 - 06.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Ensured all customer inquiries were responded to promptly and professionally.
- Explained product features, benefits, and pricing options to customers.
- Developed constructive relationships with custombuilding rapport through proficient active listening skills.
- Greeted customers warmly and asked qualifying questions to understand their requirements.
- Adhered to company policies when dealing with customers' sensitive data.
Education
Polyvalente De L'Erabliere
Gatineau, QCSkills
- Customer service and support
- Complaint resolution
- Relationship management
- Escalation handling
- Call monitoring
- Problem solving
Languages
English
Professional
French
Professional
Spanish
Professional
Accomplishments
Best of Best (Culture Catalyst) 2021
Timeline
Business Customer Service Representative
Scotiabank
04.2025 - Current
Customer Care Consultant
Scotiabank
09.2024 - 04.2025
Onboarding Support Advisor
Scotiabank
09.2023 - 09.2024
Customer Care Consultant
Scotiabank
06.2022 - 09.2023
Customer Care Advisor
Scotiabank
02.2021 - 06.2022
Polyvalente De L'Erabliere