David Navarro Email & Phone Number

Montréal, Qc, Canada

Home Finance Fulfilment - North American Personal & Business Banking and Wealth Management Operations (PBBWO)

Montreal, Quebec, Canada

In this role I demonstrated consistent effort to adequately adapt my team to a work environment in continuous drastic change and transition. By maintaining a constant, detailed focus on prioritization, time management, and readiness to adapt and learn, my greatest contributions and achieved so far have been:- As designated specialist, being key leader in successfully transitioning agents to work from home (WFH) through order and setup of laptops and new accesses, while respecting audit requirements and service levels.- Coordinating between Helpdesk and agents to resolve technical issues. Escalating, providing feedback, working with to PBPWO Support Operations to troubleshoot and resolve. Creating and updating internal documentation to facilitate access ordering and minimize errors.- Worked on and encouraged the implementation and use of the Virtual Handbook, a document which simplifies processing steps, facilitates training, and promotes team cohesion and compliance to processes. Approached and encouraged top performers to contribute and maintain this tool.

Montreal, Quebec, Canada

I became Assistant Manager in November 2018, and stepped in as interim Manager from January to March 2019.My greatest contributions and achievements being:- Developing senior agents as leaders, providing feedback to Team Trainer (Editor) for coachings, encouraging agents to take on new tasks, challenge themselves, and share best practices and valuable knowledge with their colleagues.- Developing myself further as a leader through direct communication to Senior Managers and Directors.- Assist in providing a seamless and successful transition between management change. Actively participating in key conversations to determine areas of improvement for DCOE.

Montreal, Quebec, Canada

As Editor I trained and ensured that new recruits were provided the necessary tools and feedback to become successful members of the Online Banking team, as well as ensuring that they met BMO’s quality standards in terms of providing an effortless customer experience.In addition to new recruits, I provided skillset training to existing specialists, and organized and delivered a virtual group training across the DCOE (Digital Customer Care Centre of Excellence) for Commercial banking.I also implemented an improved training program across the DCOE (both Montreal and Toronto teams), which resulted in delivering a more efficient, shorter, and more complete training. I achieved a F2018 Overall Performance Evaluation Rating of Exceptional.

Montreal, Quebec, Canada

I acquired a position as part of the Montreal Online Banking Team (OLB) within the Digital Customer Care Centre Of Excellence (DCOE). Within 2 years, I learned all the skills available to OLB (Credit Cards, TTY, Commercial, Social Media). I received a total of 7 BMO Beam Recognitions, 3 Quarterly BRIO Spotlight Awards, 2 Star of the Month Awards and BMO Best of the Best (January 2017) during this time, with a F2017 Overall Performance Evaluation Rating of Outstanding.Outside of my regular OLB duties, I created and shared documents and tips that helped my fellow colleagues achieve their productivity and quality results, and participated in the 'OLB Primes' program by forwarding feedback regarding templates and emerging trends. I was also recognized for providing my input for Business Process Changes pertaining to BMO Credit Card Alerts, as well as working closely with initiative managers as a tester in order to ensure that this new feature would be a success.Lastly, I provided support as temporary Supervisor (2+ weeks) and Editor (6+ months), handling escalations, providing cross-language trainings and training newcomers. As acting temporary Editor, I was able to successfully train 9 new members to our team, who subsequently were able to attain and maintain solid productivity and quality results.

Montreal, Quebec, Canada

I began my journey at BMO as a NACCC (North American Customer Contact Centre) representative that achieved solid sales and productivity results, and I was recognized for my capacity to empathize with customers and my determination in wanting to resolve their issues.

Montreal, Quebec, Canada

Beginning as a sales associate, I learned the value of providing solutions that best suited the needs of customers and doing so with the utmost professionalism. Frequent customers included employees from local businesses, so I learned to provide prompt and confident answers that would help them realize their work projects and tasks. I was eventually promoted to Receptionist (Receiver), in which my organizational skills were put to the test. I learned to quickly and effectively receive and organize stock. I was solely responsible in ensuring the reception area was kept organized, easily accessible to colleagues, and clean. By keeping a well-organized stock room, I aided my fellow sales representatives in promptly assisting their customers and reaching their sales objectives.

Montreal, Quebec, Canada

Pursuing my career in the retail industry, I worked at Staples as a sales representative.My responsibilities included customer sales and solution finding, restocking, productfacing/shelving. Also in charge of performing inventory, specialty product orders, storetransfers, shipping orders and store closing procedures.

Montreal, Quebec, Canada

At Showtime Pictures I learned the importance of maintaining a professional attitude and demeanor by greeting visitors. Salesmanship was a key part of this position as well, as I was tasked to promote and sell gift store items.

Boisbriand, Quebec, Canada

During my work at Zellers, I was pleased to learn the value of teamwork. I worked as part of a large team in one of the biggest stores in the province, and I felt particular proud to work in a newly established store. Although aiding customers with their requests could prove to be somewhat challenging in a large store, I excelled early on and was eventually responsible for store closing and opening procedures. I appreciate beginning my career in customer experience at this company as it permitted me to discover and practice many of the values I would use later on.

Bachelor Of Fine Arts - Bfa, Film Studies / Film Animation

Bachelor of Fine Arts, Major in Film Animation Mel Hoppenheim School of Cinema Montreal, Canada

Associate'S Degree / College Diploma, Communications

Diploma in Creative Arts, Literature and Language Communications: Art, Media and Theatre Montreal, Canada

High School Diploma / Ged