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Davy Mazina

@davymazina

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Bilingual customer service representative at HGS, retaining Rogers and Fido customers through tailored support.

Canada

Message

At HGS, I supported Rogers and Fido customers in French and English across calls, email, and live chat. I resolved billing, technical, and account issues, while identifying opportunities to upsell and cross-sell and using retention techniques to help save accounts at risk of cancellation.

At Gestcom, I helped Amazon customers with delivery problems, refunds, and replacements, coordinating with logistics teams and carriers to share updates. Earlier, as a Senior Advisor at A Place for Mom, I guided families through senior care placement and provided recommendations based on their needs and preferences.

Experience

Work history, roles, and key accomplishments

Bilingual Customer Service Representative

HGS

Jun 2025 - Aug 2026 (1 year 2 months)

Managed high-volume inbound calls, emails, and live chats for Rogers and Fido customers, consistently exceeding service level objectives. Delivered bilingual support, upsold and cross-sold products, and applied retention techniques to reduce churn.

Bilingual Communication Customer Service Upselling Cross Selling Retention CRM SLA Compliance Multitasking

Bilingual Customer Service Representative

Gestcom

Apr 2022 - Jun 2025 (3 years 2 months)

Handled high-volume inbound contacts from Amazon customers regarding delivery issues, resolving most cases on first contact. Investigated delivery exceptions, processed refunds and replacements, and de-escalated frustrated customers during peak periods.

Bilingual Communication Customer Service Problem Solving De escalation CRM Ticketing Systems Multitasking

Senior Advisor

A Place for Mom

Oct 2018 - Jan 2021 (2 years 3 months)

Guided families through senior care placement with empathy and expert knowledge, building trusted relationships and providing personalized recommendations. Managed a full pipeline of leads and cases, consistently recognized for high conversion rates and client satisfaction.

Customer Relationship Management Salesforce Needs Assessment Bilingual Communication Pipeline Management Customer Satisfaction

Customer Support Representative

Nordia Inc.

Mar 2015 - Sep 2018 (3 years 6 months)

Delivered front-line support across phone, email, and chat, handling a broad range of inquiries with a professional tone. Multitasked effectively in a fast-paced environment and supported onboarding of new team members.

Customer Service CRM Multitasking Communication Skills Mentorship Retention

Customer Service Team Member

KFC

Mar 2015 - Mar 2018 (3 years)

Served customers in a fast-paced environment, ensuring prompt and friendly service. Processed orders and payments accurately while maintaining high standards of customer satisfaction and cleanliness.

Customer Service Point of Sale Communication Skills Teamwork