Open To Work
DAVID BRASWELL
Customer Service Agent
Montreal,QC
Summary
Customer service professional with extensive experience in resolving customer issues and enhancing satisfaction. Recognized for strong team collaboration and achieving positive outcomes. Reliable and adaptable, possessing excellent communication and problem-solving skills. Proven ability to establish rapport with clients and contribute to overall company success.
Overview
8
8
years of professional experience
Work History
Représentant Centre Contact Client
Banque Nationale
2025.03 - 2025.05
- Elevated company reputation through consistent delivery of exceptional customer service.
- Resolved Mastercard credit card inquiries promptly, enhancing customer satisfaction ratings.
- Addressed customer complaints swiftly, preventing business loss and restoring confidence.
- Maintained strong customer relations while coordinating with team to efficiently manage customer requests.
VERIFICATION AGENT
Mintz Global Screening
2024.09 - 2025.01
- Demonstrated exceptional problem-solving skills in resolving complex cases during document verification.
- Established reputation for accuracy and reliability in verification through consistent delivery of high-quality results.
- Improved customer satisfaction through accurate verification services and timely responses to inquiries.
- Sought feedback from colleagues and supervisors to improve verification processes and strengthen team collaboration.
- Collaborated with a team of verification agents to create a supportive work environment and share best practices.
CUSTOMER SERVICE REPRESENTATIVE
Gatestone
2020.12 - 2021.05
- Probed to identify optimal benefits, ensuring callers received tailored assistance.
- Provided comprehensive information on Canadian federal benefits and services.
- Clarified application processes for EI and CPP, enhancing caller comprehension.
- Updated information and emailed requested documents, supporting efficient service delivery.
CUSTOMER SERVICE REPRESENTATIVE
Equinox Marketing Services
2013.10 - 2016.06
- Identified suitable insurance plans tailored to customer needs and preferences.
- Delivered information on BMO life insurance products to support informed client decisions.
- Clarified essential legal information regarding life insurance for client understanding.
- Fostered positive client relationships to strengthen customer loyalty.
- Refined sales scripts to boost conversion rates and drive revenue.
- Ensured agents adhered to established protocols through quality control measures.
CUSTOMER SERVICE REPRESENTATIVE
Protocol
2010.11 - 2013.09
- Provided sales and technical support for duct cleaning services to ensure client satisfaction.
- Tailored service offerings to align with client requirements, increasing service relevance.
- Developed client accounts, expanding service reach and strengthening market presence.
- Verified work orders and updated accounts, ensuring accuracy of records.
CUSTOMER SERVICE REPRESENTATIVE
Purolator Courier Ltd
2010.04 - 2010.10
- Resolved customer inquiries using company systems and guidelines.
- Resolved service and billing complaints by adjusting bills and issuing refunds, enhancing customer trust.
- Utilized CRM software to track customer communication efficiently.
- Maintained databases by updating new and modified customer data, ensuring accurate and accessible information.
- Processed pick-up orders for Purolator clients, ensuring timely delivery and client satisfaction.
TECHNICAL SUPPORT REPRESENTATIVE
Bell Sympatico
2007.10 - 2009.11
- Resolved technical issues for Sympatico high-speed internet services, enhancing customer satisfaction.
- Provided technical assistance to customers via phone and chat support.
- Educated users on efficient operation of Windows-based software, improving user experience.
- Identified clients' primary uses of Sympatico internet to promote relevant upsell opportunities.
- Documented all client interactions in CRM database for tracking and analysis.
CUSTOMER SERVICE REPRESENTATIVE
MemberWorks Inc
2006.12 - 2007.08
- Identified appropriate packages based on client needs, ensuring satisfaction.
- Dispatched packages promptly to maintain positive client relations.
- Managed refund processes, reinforcing client trust and satisfaction.
- Implemented membership retention strategies, strengthening loyalty and minimizing churn.
- Educated clients on Memberworks gift certificate programs, boosting engagement and satisfaction.
CALL SERVICE REPRESENTATIVE
MedExpress Inc
2005.02 - 2006.11
- Assessed client medical needs to provide tailored recommendations.
- Educated clients on MedExpress medical packages to empower informed decision-making.
- Demonstrated potential savings for clients enrolled with MedExpress.
- Coordinated callback times to ensure accurate client information and streamline enrollment process.
CALL SERVICE REPRESENTATIVE
Sears Canada
2003.05 - 2005.01
- Handled incoming customer calls for order assistance and service inquiries, ensuring timely and accurate resolutions.
- Promoted Sears catalog specials to customers, contributing to increased sales and customer engagement.
- Facilitated opening of credit card accounts for customers, providing enhanced purchasing options and improving customer satisfaction.
- Managed account closures due to credit card theft to protect customer data.
HEAD BUILDER
Microbytes Inc
1999.08 - 2003.03
- Assembled and configured Windows computer systems for end-users.
- Executed quality testing and assurance to enhance system performance.
- Configured PC systems according to customer specifications.
- Partnered with sales department to streamline system build process.
- Trained new employees on assembly processes and quality standards.
- Oversaw inventory control to optimize resource allocation.
- Provided technical help desk support to resolve user issues.
Education
Some College (No Degree) - Computer Programming
Herzing College Montreal
Montreal, QCSome College (No Degree) - Computer Networking
Lester B. Pearson Electrotechnology Center
Montreal, QCSkills
- Customer service
- Client service excellence
- Salesforce proficiency
- CRM software expertise
- Technical assistance
- Data analysis
- Problem solving
- Time management
- Proactive contribution
- Empathy and understanding
Languages
French
Full Professional
English
Native/ Bilingual
Timeline
Représentant Centre Contact Client
Banque Nationale
2025.03 - 2025.05
VERIFICATION AGENT
Mintz Global Screening
2024.09 - 2025.01
CUSTOMER SERVICE REPRESENTATIVE
Gatestone
2020.12 - 2021.05
CUSTOMER SERVICE REPRESENTATIVE
Equinox Marketing Services
2013.10 - 2016.06
CUSTOMER SERVICE REPRESENTATIVE
Protocol
2010.11 - 2013.09
CUSTOMER SERVICE REPRESENTATIVE
Purolator Courier Ltd
2010.04 - 2010.10
TECHNICAL SUPPORT REPRESENTATIVE
Bell Sympatico
2007.10 - 2009.11
CUSTOMER SERVICE REPRESENTATIVE
MemberWorks Inc
2006.12 - 2007.08
CALL SERVICE REPRESENTATIVE
MedExpress Inc
2005.02 - 2006.11
CALL SERVICE REPRESENTATIVE
Sears Canada
2003.05 - 2005.01
HEAD BUILDER
Microbytes Inc
1999.08 - 2003.03
Some College (No Degree) - Computer Programming
Herzing College Montreal
Some College (No Degree) - Computer Networking
Lester B. Pearson Electrotechnology Center