David M. Email & Phone Number

Stoney Creek, On

-Responsible for conducting warm outbound sales calls to existing/prospective members using predictive dialer technology. -Advising members of the most suitable coverage for their particular needs-Renewing expired memberships, selling new memberships-Processing sales transactions accurately-Responsible for generating leads for home, auto and travel medical insurance-Provide back-up support for inbound agents when needed-Making bad days good, and good days better!

Hamilton, On

-Responsible for taking care of member service in-branch, including anticipating and identifying their needs in order to cross sell or promote the credit union's products and services-Processing transactions including but not limited to: withdraws, deposits, bill payments, wire transfers, cheque certification, money orders, term deposits, travel insurance-Reconciling cash drawer and Automatic Teller Machines daily-Provided basic accounting service of internal general ledger… Show more -Responsible for taking care of member service in-branch, including anticipating and identifying their needs in order to cross sell or promote the credit union's products and services-Processing transactions including but not limited to: withdraws, deposits, bill payments, wire transfers, cheque certification, money orders, term deposits, travel insurance-Reconciling cash drawer and Automatic Teller Machines daily-Provided basic accounting service of internal general ledger accounts-Prepared various daily and monthly reports-Responsible for referring members to appropriate representatives and scheduling appointments accordingly-Responsible for filing, answering phones, maintaining overall branch appearance, other duties as assigned Show less

Ontario, Canada

-Accountable for monitoring recorded inbound and outbound calls, as well as written communications, and documenting legal or privacy infractions-Provided customer experience coaching to service professionals when required, and ensured that any service recovery was quickly escalated-Conducted training sessions with newly hired employees to reinforce the importance of contractual obligations with the client and overall customer experience-Held weekly and monthly client meetings to… Show more -Accountable for monitoring recorded inbound and outbound calls, as well as written communications, and documenting legal or privacy infractions-Provided customer experience coaching to service professionals when required, and ensured that any service recovery was quickly escalated-Conducted training sessions with newly hired employees to reinforce the importance of contractual obligations with the client and overall customer experience-Held weekly and monthly client meetings to review legal compliance infractions, opportunities in customer experience, and team calibration sessions-Project development and management. Assisted in the development of a specialized outbound call team for a loyalty campaign program created by the client-Reviewed and reported on statistical information to address results and identified trends in the performance of the service professionals-Partnered with marketing, business client development and business optimization teams to collaborate on ideas and initiatives to improve processes and procedures-Promoted a positive work environment which encouraged innovation and teamwork to enhance customer and employee experience-Assisted team leaders in pointing out coaching opportunities, and implementing new processes-Assisted Service Delivery when required during periods of heavy call volume-Utilized the following tools on a daily basis: Envision, Avaya, Citrix, Microsoft Office. Became proficient in client-specific software when required Show less

Ontario, Canada

-Responsible for responding to all inbound calls/emails from customers and communicating the products / services of the client I had represented-Played a key role enhancing customer experience by providing high quality service in response to their requests-Provided appropriate personal recommendations specific to customer specifications and taste-Organized business and personal trips, special events and memorable experiences for clients regardless of magnitude-Acted as… Show more -Responsible for responding to all inbound calls/emails from customers and communicating the products / services of the client I had represented-Played a key role enhancing customer experience by providing high quality service in response to their requests-Provided appropriate personal recommendations specific to customer specifications and taste-Organized business and personal trips, special events and memorable experiences for clients regardless of magnitude-Acted as dedicated, personal concierge to affluent, high-profile customers including VIPs-Kept aware of current events and the impact they may have to our customers-Adapted to new policies, procedures and technological advances on a daily basis-Adhered to all professional practices, standards and company processes to achieve operational excellence Show less

Ontario, Canada

-Contacted customers to offer complimentary gifts and experiences, This was a loyalty program initiated by our client, which I had assisted in graduating the pilot program to a seperate revenue-generating department-Tracked and reported on daily results to our client-Delegated responsibilities to the outbound call team members-Provided follow up with customers to ensure the experience was successful-Problem solved for any potential difficulties with real time resolution

Ontario, Canada

-Assisted in providing short term loans, cheque cashing, bill payments and Western Union services to customers-Handled and accounted for all branch currencies, and balanced the branch daily reports-Assisted in branch debt recovery -Trained in money laundering detection and prevention

Consumer & Residential Mortgage Lending, 69% Overall

Course developed through the joint sponsorship of CUIC Inc.

Canadian Securities Course, 73% Overall

Credit Union Products & Services, 85% Overall

Course developed through the joint sponsorship of CUIC Inc.

Radio Broadcasting & Communication Media

Advanced diploma program