Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MARCO BRETON

Laval

Summary

I’m a dedicated and detail-oriented professional with over 2 years of experience in collections, where I've honed my skills in managing accounts, ensuring compliance, and delivering quality customer service. Throughout my career, I’ve been focused on improving customer interactions by reviewing call quality, identifying process inefficiencies, and suggesting improvements to boost both performance and customer satisfaction.

Overview

2026
2026
years of professional experience

Work History

Collections Agent

Laurentian Bank
2023 - Current
  • Conducted collection calls with a strong focus on professionalism, clarity, and adherence to call handling standards to maintain a consistent and respectful customer experience.
  • Provided exceptional customer service by empathizing with clients ''financial situations" while working towards mutually beneficial solutions.
  • Trained new collections representatives on collections processes.
  • Recorded call outcomes and account notes with high attention to detail.

Customer Service Specialist

Manulife
01.2022 - 2023
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.

Customer Service Specialist

VoxData Solutions Inc
01.2020 - 01.2021
  • Remained calm and composed under pressure, offering reassurance to distressed customers while providing clear instructions or solutions to resolve emergencies.
  • Worked closely with emergency services to provide a coordinated response and ensure customer needs were met.

Education

High School Diploma - Dominican Republic

Saint David School
01.2016

Skills

  • Problem-Solving Skills
  • Stress and Time Management
  • Collaboration and Teamwork
  • Attention to Detail
  • Adaptability
  • Communication Skills

Languages

Spanish
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual

Timeline

Customer Service Specialist

Manulife
01.2022 - 2023

Customer Service Specialist

VoxData Solutions Inc
01.2020 - 01.2021

Collections Agent

Laurentian Bank
2023 - Current

High School Diploma - Dominican Republic

Saint David School

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MARCO BRETON