Raki David

Bilingual French/English professional with over 7 years of experience in customer service, technical support, and customer request management. Experienced in assisting local and international customers by phone, email, and chat. Recognized for active listening, problem-solving, request follow-up, and professional communication.

Comfortable using digital tools and CRM systems, documenting cases, and following procedures. Accustomed to working in demanding environments where service quality, accuracy, and customer satisfaction are priorities.

FUNDRAISER - Public Outreach - Montréal, QC

(2025-09 - 2026-02)

• Made outbound calls to current, former, and prospective donors.
• Quickly built trusting relationships with people through clear, professional, and empathetic communication.
• Presented organizations' missions and campaigns and adapted the approach to donors' needs and reactions.
• Responded to questions, objections, and comments professionally.
• Accurately recorded call results, contributions, and comments in the appropriate systems.
• Met targets in an environment focused on performance, service quality, and customer satisfaction.

IT SERVICE DESK ANALYST - Fujitsu - Montréal, QC

(2021-10 - 2025-09)

• Provided customer service and technical support to local and international customers by phone, email, and web chat.
• Welcomed customers, identified their needs, and performed troubleshooting and problem-solving.
• Accurately documented requests, interactions, solutions, and follow-ups in ticket management systems.
• Followed up on customer requests and regularly communicated case progress.
• Escalated complex issues to specialized teams while remaining responsible for customer follow-up.
• Handled multiple requests simultaneously while following procedures, service levels, and priorities.
• Collaborated with various teams to ensure effective resolution and a positive customer experience.

TIER 1 SUPPORT - RHM Telecommunications - Gloucester

(2020-09 - 2021-08)

• Provided customer support and technical assistance for voice and data services.
• Handled customer requests, complaints, and incidents, following up until they were resolved.
• Maintained accurate and up-to-date customer records.
• Coordinated technical support with vendors and internal teams.
• Managed technicians' schedules as well as deliveries, pickups, and repairs.
• Communicated with customers and vendors to resolve issues quickly and meet service levels.

FQA TESTER - Keywords Studios - Montréal, QC

(2019-03 - 2019-12)

• Performed quality assurance testing to identify issues and improve the user experience.
• Analyzed issues, investigated their causes, and communicated findings to the relevant teams.
• Entered and analyzed data using CRM systems.
• Collaborated with team members to gather feedback and meet deadlines.

Associate Degree - Video Game Development - McGill School of Continuing Studies (2026-01)

High School Diploma - École secondaire du Mont-Bruno (2018-01)