Mack Colas

Experienced in Customer Service and Account Management with 5+ years of successfully managing high-volume workloads, resolving escalations, and strengthening client relationships. Skilled in customer management, food supplies, health & safety protocols, and WHMIS compliance. Fluent in French, English, and Creole, with expertise in onboarding, training, and coaching new hires.

Transitioned into Class A truck driving with a clean record—no accidents or violations—demonstrating reliability, precision, and a strong work ethic. Trained in Smith System, US-Canada border cross-training, and Alice training/harassment prevention. On the side, I generate additional income by trading in the financial markets, leveraging market analysis and risk management strategies.

As a competitive athlete, I bring discipline, teamwork, and continuous self-improvement to every endeavor. Always eager to grow, adapt, and create value in every role I take on.

Float Operator - A Action Towing & Recovery

(2026-06)

• Able to operate all kinds of trailers, such as flatbed, step deck, RGN, and Landoll.
• Safely transport heavy and oversized equipment, including excavators, dozers, skid steers, and other machinery, on open deck and lowbed trailers.
• Secure cargo with chains, binders, and straps in compliance with provincial and federal load-securement regulations.
• Perform pre-trip and post-trip inspections on tractor and trailer, and report or resolve mechanical issues promptly.

Truck Driver - Dot Food Transportations - Ingersoll, Ontario, Canada

(2023-07 - 2026-06)

Touch freight deliveries primarily from Ontario to Quebec, Winnipeg, Dryden, and Calgary, specializing in refrigerated (reefer) loads with strict adherence to food safety compliance protocols.

• Operate DTI equipment safely and efficiently, primarily reefers, utilizing advanced knowledge of temperature regulation systems to ensure food safety standards are met and exceeded.
• Perform physical work including hand bombing and loading/unloading both dry and temperature-controlled goods with speed, accuracy, and care to prevent damage.
• Ensure on-time deliveries while fully complying with DOT, FMCSA, and other regulatory requirements, demonstrating thorough understanding of transportation laws and safety protocols.
• Manage fuel consumption, minimize idle time, and control speed effectively to optimize operational efficiency and reduce costs.
• Read and interpret load paperwork and product descriptions with precision to guarantee correct handling and delivery of freight.

Support Advisor - Shopify - Toronto, Ontario, Canada

(2021-09 - 2022-07)

• Managed a high-volume workload across multiple channels, including phone support, handling up to 3 simultaneous live chats, email correspondence, and scheduled meetings, resolving 500+ merchant inquiries.
• Maintained rapid response times by proactively managing assigned tickets, ensuring same-day review and delivering tailored solutions that enhanced merchant satisfaction.
• Achieved and sustained a 90% merchant satisfaction rate while improving interaction efficiency by 30% to meet quarterly performance targets.
• Served as a strategic business advisor to merchants, providing holistic, growth-focused recommendations to support their overall business success.
• Completed detailed follow-up documentation after each interaction to ensure accuracy, continuity, and high-quality service delivery.

Bilingual Account Specialist - Canpar Express - Brampton, Ontario, Canada

(2019-11 - 2021-08)

• Managed a portfolio of 25 enterprise accounts across Canada, delivering bilingual (French & English) support and maintaining strong client relationships.
• Provided end-to-end customer experience management, handling inbound inquiries, coordinating follow-ups, and collaborating with sales, operations, management, and shipping terminals.
• Resolved high volumes of customer inquiries efficiently, guaranteeing timely issue resolution and improved client satisfaction.
• Acted as a key liaison between clients and Canpar Express, strengthening trust, retention, and long-term partnerships.
• Trained and coached new employees on internal systems, company policies, and operational procedures, accelerating onboarding and team performance.
• Led and supported the Customer Service team in achieving and exceeding performance targets through effective guidance and performance management.
• Conducted professional client interactions in both French and English while leveraging multiple internal systems (BCTT, ARA, CMF, Dispatch, OTC, Revenue History) to optimize service delivery and operational efficiency.

Bilingual Customer Service Representative - Canpar Express - Brampton, Ontario, Canada

(2019-07 - 2019-11)

• Conducted outbound calls to proactively coordinate deliveries, ensuring timeliness and enhancing overall customer satisfaction.
• Handled a high volume of 50–100 inbound calls daily, delivering accurate information and resolving inquiries related to deliveries, support, customer concerns, and company policies.
• Processed customer orders and facilitated shipping label purchases efficiently, guaranteeing accuracy and a seamless client experience.

Overnight Customer Support Representative - Keywords Studios - Montreal, Quebec, Canada

(2018-09 - 2019-06)

• Provided technical support to customers by troubleshooting gaming software issues and collaborating with escalation teams to ensure timely resolution.
• Served as a product expert, assisting customers via email and live chat, guiding them through issue resolution and software usage, contributing to improved customer retention.
• Analyzed bug reports and system logs, escalating complex issues to supervisors while maintaining accurate and detailed data entry records.

Account Manager - National Dispatch Group - Montreal, Quebec, Canada

(2017-10 - 2018-11)

• Proactively contacted clients to assess maintenance issues based on work orders and efficiently dispatched technicians to service locations.
• Demonstrated strong communication and negotiation skills to resolve technical and maintenance concerns while aligning on pricing and solutions.
• Maintained up-to-date client accounts by understanding customer expectations and ensuring consistent service delivery.
• Drove business growth by nurturing existing accounts and identifying opportunities to acquire new clients.

Customer Service Representative - Mediation.com - Boca Raton, Florida, United States

(2015-06 - 2017-08)

• Responded to inbound calls and inquiries from prospective customers, providing prompt and professional assistance.
• Resolved customer disputes efficiently, securing positive outcomes and satisfaction.
• Explained products and services clearly, offering additional information to support informed decisions.
• Promoted company offerings while maintaining a strong focus on customer satisfaction and engagement.

Commercial Driver Training G to AZ program - Humber College (2022-01 - 2022-12)

Hospital and Health Care Facilities Administration/Management - University of Toronto (2019-01 - 2019-12)

Kinesiology and Exercise Science - Florida International University (2015-01 - 2017-12)

Health and Physical Education/Fitness - Miami Dade College (2015-01 - 2017-12)