HERVE DAVY M

• Provided bilingual (English/French) customer service and information support via inbound calls and emails for various federal programs including:
  Canada Greener Homes Grant – assisting Canadians with application status, eligibility criteria, and reimbursement processes.
  Employment Insurance (EI) Overpayments – guiding clients through overpayment notices, repayment options, and appeals.
  Department of Fisheries and Oceans (DFO) – offering information on fishing licenses, regulations, and environmental programs.
  Health Canada – responding to inquiries related to public health services, medical product regulations, and policy information.
• Delivered accurate and empathetic support while maintaining confidentiality and adhering to departmental guidelines and privacy policies.
• Documented case interactions in client databases and escalated complex cases when necessary.
• Managed high volumes of inquiries while ensuring clarity, professionalism, and efficiency in both official languages.
• Adapted communication style to diverse client needs, including seniors, newcomers, and vulnerable populations.

• Provided bilingual (English/French) technical support and product assistance for Dyson customers across Canada via inbound calls and emails.
• Diagnosed and resolved issues with Dyson products including vacuums, air purifiers, fans, and hair care devices, guiding customers through troubleshooting steps.
• Processed orders, returns, exchanges, and warranty claims with a focus on accuracy, efficiency, and customer satisfaction.
• Explained product features, maintenance guidelines, and warranty coverage to help customers make informed decisions.
• De-escalated complaints and handled sensitive customer concerns with professionalism and empathy.
• Maintained up-to-date knowledge of Dyson products and internal systems to deliver fast and effective
• Utilized SAP and internal CRM systems to manage customer accounts, log service interactions, and track inventory or product returns

• Delivered bilingual (English/French) customer support for Walmart credit card clients, handling a wide range of inquiries and requests via inbound and outbound calls.
• Activated new credit cards and verified client identity in compliance with security protocols.
• Assisted customers with account management tasks including balance inquiries, payment issues, and credit limit information.
• Resolved disputes, processed account closures, and addressed concerns with professionalism and discretion.
• Promoted and sold optional life insurance coverage to eligible cardholders during service calls, meeting or exceeding sales targets.
• Used SAP and internal systems to update customer records, process transactions, and manage account information in real time.

• Provided bilingual (English/French) support for Royal Bank of Canada (RBC) clients, specializing in credit card activation and insurance product sales.
• Verified client identity and successfully activated personal and business RBC credit cards while ensuring adherence to security and privacy protocols.
• Educated customers on card features, usage, interest rates, and benefits to enhance cardholder satisfaction and retention.
• Promoted and sold optional balance protection and travel insurance, meeting individual sales targets while maintaining compliance with financial regulations.
• Addressed basic customer inquiries and ensured a smooth onboarding experience for new cardholders.

· Used both French and English to process telephone surveys while working under tight time lines

· Responded to customer inquiries in a calm and professional manner

· Made outbound call surveys on earthquake preparedness

· Performed many calls quickly and met daily quotas set out by supervisor

· Provided clients with information regarding safety