Customer Service Quality Assurance

DANIEL DAVIES

*** ********* *****, ******, *******. 416-***-**** ************@******.***

EXPERIENCE

Microage Nov 2008 - Present

Project Coordinator for ScotiabankExecutes project work plans and revises as appropriate to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities. Manages day-to-day operational aspects of a project and scope. Effectively applies the company’s methodology and enforces project standards. Minimizes our exposure and risk on projects. Ensures project documents are complete, current, and stored appropriately.

Aizan Technologies July 2007 – Nov 2008

Care Representative Provided customer service/technical support to clients across North America via email and phone.Built and maintained a variety of internet based applicationsScheduled and provided web based/conference call training sessions of various web applicationsManaged assigned projects to ensure successful completion and meet deadlines

Flight Centre Ltd. Toronto Feb 2007 – July 2007

International Travel AgentSold travel packages to both individual and corporate clients.Arranged complex travel itineraries.Participated with on-going sales training for staff.Assisted in all aspects of running a small business including: budgeting, payroll and scheduling.

Flight Centre Ltd. Toronto April 2006 – Feb 2007

Quality Assurance MonitorTrained and coached both new and experienced travel consultants on sales and customer service standards.Reviewed sales calls and provided feedback to travel consultants.Facilitated and planned conferences and training programs.Performed regular shop visits across Canada to develop and strengthen relations with travel consultants.Participated in weekly calibration to ensure quality control alignment within the team.Prepared and distributed month end reports.

CIBC Merchant Support Unit Oct 2001 – Apr. 2006

Chargeback AnalystResponded to all correspondence (verbal/written) to other financial institutions, ensuring accurate information regarding policies and procedures, credit card acceptance and obligation was provided in a prompt, efficient manner. Responsible for the end to end dispute resolution process that includes the following: analyzing all transactional disputes, verify transaction information and validating the chargeback reason in line with VISA/AMEX operating regulations, processing draft retrieval requests, chargebacks, representations, pre-arbitrations/arbitrations, pre-compliance/compliance according to operating regulations to achieve a satisfactory resolution of customers’ transactional disputes or recovering on behalf of the Bank in the event of fraud or collection status of an account.Processed necessary monetary adjustments to liquidate or adjust cardholder accounts and resolved ABM cash advance disputes through Electronic Banking and the National Support Centre.

CIBC Merchant Card Products Division, Toronto, Ontario Jan. 2001 – Oct. 2001

Help Desk AnalystProvided technical support to Visa merchants with CIBC’s point of sale equipment through troubleshooting efforts.Responsible for dispatching technicians to merchant locations when phone support failed to resolve issue.

Chapters Online, Toronto, Ontario July 2000 – Jan 2001

Customer Service RepresentativeProvided customer service for clients across Canada regarding orders placed online.Handled escalated issues and irate customers by providing them with solutions that met their needs.Monitored the website and notified proper personnel regarding spelling, grammar and any other discrepancy with the website.

DM Support, Toronto, Ontario Sept 1999 - June 2000

Technical Customer Support RepresentativeProvided online customer technical support through email and LiveContact Support communication software.Maintained websites and online banking system.Responsible for recording casino game win and loss amounts.

EDUCATION / TRAINING

May 2006 MS Excel 1 & 2

Oct 2001 Visa Chargeback Training

June 1998 Secondary School Graduate

Contact this candidate