Ernest Salvat

Ernest Salvat


Customer Services Support / Customer Analytics Specialist / Internet Explorer

I want to work, for the best, with the best and help them be the best…

Vancouver
Canada
Working 99% remotely since 2019

s dot ernest at gmx dot us

A Little Bit About Me

What drive me in life?

What’s really important to me? How do I want to be remembered? What gives me energy? are the questions that I pose myself every day, and the short answer is helping people in a digital world where information and technology has a huge impact in human on day-to-day activity.

One of things I’ve learned overtime is that we need have financial incentives to drive performance and that financials incentives actually deteriorate performance. We need to rely on create the right environment where people want to give their best. This goes from training environment to technology tools. So to top of our customer value proposition, the definition of the employees value proposition. We need to think that’s going to be the big differentiator for companies.

I have a deep-seated passion for data and marketing, fields that are dynamic and rich with opportunities for innovation and insight. The journey in these areas is fueled by an unwavering commitment to not only expand me personal knowledge but also to master these domains to such an extent that I can distill complex concepts into simpler, more understandable forms.

I have expertise spans across various facets of data analysis and marketing strategies. This includes harnessing the power of big data, employing advanced analytical techniques, and understanding market trends to drive decision-making and create value. I leverage statistical tools and marketing metrics to not only predict consumer behavior but also to craft compelling narratives that resonate with diverse audiences.

What sets me apart is the dedication to continual learning. I constantly seek out new knowledge, staying abreast of the latest trends and technologies in both fields. This continuous expansion of the skill set is not solely for personal growth; it’s also about empowering others. By breaking down sophisticated topics into easier-to-grasp concepts, I help peers and other people alike to light up with “aha” moments, fostering a learning environment that is both informative and inspiring.

Online

I promise not to junk your emails or feedback as I rarely post on social media these days. Feel free to keep in touch via email or on any of the online service below to connect.

Offline

When I am not in front of a computer, I spend time riding Onewheel around Vancouver, or going out for dinner or to watch a good movie at the theatre. As you can see, simple things in life make me happy.

This CV is ordered deliberately. In my opinion, in order of importance.

Starting with me, an informal and honest introduction.

Followed by what I work on day to day and am responsible for, my skillset and what I’m passionate about.

Followed by my work history.

Followed by my training and education.

What I love doing now is TALKING to people…. So please feel free to get in touch with me and setup a chat for any questions.

Anyway, all the boring stuff below …

I honestly think you should get a good picture of who I am, what I like to do and what might be a good future fit for your organizaton from the links above.

Passions / Areas of Interest


— For over 5 years, I’ve been creating things on the web. I specialize in documenting my struggles with behavioral analysis, working with HTML/CSS, markdown and designing personal workflows to become more efficient at work. I cut my teeth on poorly crafted HTML hosted within organizations. After graduating from school, I traveled around Europe and worked for local independent businesses.
— I like to deliver exceptional service by promptly addressing customer inquiries and resolving issues, resulting in a 86% customer satisfaction rating. (B2B)
— I developed and maintained comprehensive knowledge of company products and services to provide accurate and helpful information to customers. (B2C & B2B)
— I conducted in-depth analysis of customer behavior data to segment audiences and personalize communication strategies and client satisfaction. (B2C)
— I am currently applying statistical methods to measure the impact of customer success initiatives, demonstrating a clear correlation between increased support interactions and improved client retention rates.
— I advocated for customer needs within the organization, ensuring that their feedback and requirements were communicated effectively to influence product and service enhancements. (B2B)

Work Experience

2022-05 - 2025-03

Aviso Wealth

Bilingual Client Officer

Achievement:
— Achieved the highest score within the team by generating over 551 cases in a single month, setting a new benchmark for team productivity.
— Recognised as a highly knowledgeable agent with expertise in Financial Services procedures, effectively guiding advisors through the Procedure Centre and ensuring seamless operations.
— My exceptional communication skills were consistently praised for delivering precise, reliable information to address advisor inquiries.
— Additionally, my strong organisational abilities enabled me to efficiently manage and track more than 128 active cases simultaneously, contributing to team success.

Responsabilities
— Offered product and administrative support to Credit Union advisors and clients across different business lines.
— Researched account-related issues across multiple systems and took the necessary steps to resolve them.
— Researched transaction history and provide assistance how to fix transaction errors.
— Collaborated with internal departments to ensure the accuracy of information, and special inquiries
— Possessed a strong understanding of the financial services industry.
— Reach out to Mutual Fund Representative to update financial and non-financial requests.
— Proficient in managing cloud-based systems for document storage and utilizing technology for data processing to optimize workflows

2021-10 - 2022-04

CIBC

Cash Processing Clerk
Part-time contract

Achievement:
— Accuracy of 97% of my workflows.

Responsabilities
— Processed cash deposit ensuring accuracy
— Verified the accuracy of cash and foreign currency transactions
— Reconciled discrepancies in cash records, and reported any issues
— Followed security protocols to ensure the safety of cash
— Provided reports on cash movement and balances to senior management

2018-10 - 2021-08

Sterling Background Check Inc.

Bilingual Client Services

Achievement:
— Maintained a record of over 3000 email responses for two consecutive semesters, demonstrating consistent high performance and commitment.
— Recognised as an excellent and knowledgeable agent, with strong software skills in supporting customers efficiently and effectively.

Responsabilities
— Answered incoming calls from clients and candidates across 8 different telephone queues in both English and French.
— Responded to client and candidate emails, providing clarifications on privacy-related matters.
— Updated and managed client files by modifying account information, adding services and plans, and resetting passwords.
— Updated accounts information for accuracy.
— Acted as the liaison between candidates, clients, and the operations team, adhering to company guidelines.
— Monitored the status of customer files and orders, ensuring timely updates.
— Assisted clients with reviewing their accounts and provided current service and pricing details.
— Guided applicants over the phone, helping them complete consent forms accurately.
— Recorded all clients and candidate interactions by logging calls and emails into CRM.
— Processed and manipulated data from various databases and e-application forms.
— Resolved service disputes by explaining procedures and clarifying client requirements over the phone.
— Addressed customer inquiries regarding privacy concerns, ensuring compliance with policies.

2013-08 - 2018-05

IA Groupe Financier

Bilingual Claims Assistant

Achievements:
— Achieved an average First Contact Resolution (FCR) rate of 86%, demonstrating strong issue resolution skills.
— Maintained an average response time (ART) of 28 hours, ensuring timely and efficient customer service.
— Known for my exceptional ability to track down and recover misplaced paper files, ensuring smooth operations and minimising disruptions.

Responsabilities
DATA PROCESSING
— Sorted the mail to the different section of the Claims Department.
— Shipped outgoing mail and parcels.
— Entered data on log system.
— Tracked supplies and printer paper and ordered supplies when needed.
— Processed all new paper claims and preparation for scanning.
— Indexed and ensured that document was readable for added to Case Management System.
— Prepared and send any medical charts requests.
— Process medical clinics invoice payment.


ADMINISTRATIVE SUPPORT
— Responded to incoming calls from customers in English and French.
— Responded incoming emails from customers asking for clarifications regarding insurance coverage and exclusions.
— Maintained customers files by modifying information relating to their claim’s records.
— Provided the liaison between customers and claims specialist as per the company guidelines.
— Checked the status of files and payments for current customers’ claims.
— Gave instructions to applicants over the phone to help them complete claim forms.
— Logged customer’s communications by entering their calls and e-mail on tracking system.
— Manipulated information from different databases.
— Resolved any service complaints by clarifying procedures and explain over the phone contract’s terms and conditions.
— Responded questions regarding any privacy concerns.

2011-08 - 2013-04

Victorian Hotel

Front Desk / Night Auditor


— Prepared and arrange meeting room as needed.
— Arranged booking extra activities for hotel travelers with vouchers when needed.
— Performed reception desk and guest services duties, and handled guest general inquiries.
— Operated the hotel main switchboard, answered and transfer calls, monitored the hotel emergency lines, and act as overall communication hub for the hotel during my shift.
— Ensured all external and internal colleagues and guess inquiries and concerns regarding outdoors activities.
— Verified all invoices are accurate.
— Registered guests, and took payment and assigned guest rooms.
— Processed reservations received by e-mail or fax into the hotel booking system.
— Handled availability of room on booking reservation system.
— Settled guest account while ensuring all services standards were followed.
— Ensured all hotel reports, and accounting reports were printed, and verified, and balanced.

2011-02 - 2011-11

Grouse INN Hotel

Front Desk / Night Auditor


— Coordinated and booked additional activities for hotel guests, providing vouchers when necessary.
— Performed reception desk duties and guest services, addressing general guest inquiries. -
— Operated the hotel’s main switchboard, answered and transferred calls, monitored emergency lines, and served as the primary communication hub during my shift.
— Addressed inquiries and concerns from both external and internal colleagues and guests regarding outdoor activities.
— Ensured the accuracy of all invoices.
— Registered guests, processed payments, and assigned rooms.
— Entered reservations received via email or fax into the hotel booking system.
— Managed room availability within the hotel reservation system.
— Finalized guest accounts, ensuring compliance with all service standards.
— Printed, verified, and balanced hotel and accounting reports.
— Processed payments via credit card, debit card, or cash.
— Prepared and organized meeting rooms as required.

Extra Curriculum Education


- Predictive Analytics Essential Training 2024-Jun.


- Codeless Machine Learning with KNIME 2014-Jan.


- Machine Learning Foundations 2014-Feb.


- Six-Sigma Black Belt 2014-Jan.


- Machine Learning & Data Annotation 2014-Feb.

Accreditation & Certifications

2024-03
L1-AP
Data Literacy with KNIME Analytics Platform: Basics
This course is designed for those who are just starting their data analytics journey with KNIME Analytics Platform Version 5. It starts with a detailed introduction of KNIME Analytics Platform - from downloading it through to navigating the user interface.

The course focuses on processing data from different sources and presenting insights in various forms. The course dives into data cleaning and aggregation, using methods such as advanced filtering, concatenating, joining, pivoting, and grouping. In addition, the course also covers topics such as data visualization, dashboards, and reporting to showcase findings from your data. With all of this, you will be able to get your data into the right shape to generate insights quickly.

This is an instructor-led course consisting of five, 75 minutes online sessions run by our data scientists. Each session has an exercise for you to complete at home and together, we will go through the solution at the start of the following session. The course concludes with a 15-30 minute wrap up session.


- Introduction to KNIME Analytics Platform & Data Access
- Data Cleaning, Data Transformation, and Workflow Documentation
- Data Merging, Data Aggregation, and Data Export
- Data Visualization and Reporting


Attendancy Report

2024-03
L2-DA
Data Analytics with KNIME Analytics Platform: Advanced
This course builds on the L1-AP course by introducing advanced concepts for building and automating workflows with KNIME Analytics Platform Version 5.

This course covers topics for controlling node settings and automating workflow execution. You will learn concepts such as flow variables, loops, switches, and how to catch errors. In addition, you will learn how to handle date and time data, how to create advanced dashboards, and how to process data within a database.

Additionally, this course introduces additional tools for reporting. You will learn how to style and update Excel spreadsheets using the Continental Nodes. Moreover, you will learn how to generate reports using the KNIME Reporting extension.


- Flow Variables & Components

- Workflow Control and Invocation
- Date&Time, Databases, REST Services, Python & R Integration
- Excel Styling, KNIME Reporting Extension


Attendancy Report

Post-secondary Education


2014-2022 DIPLOMA MARKETING MANAGEMENT — British Columbia Institute of Technology,
Burnaby, BC, Canada.

- Majors: Communication
- Acquired total credits: 92.5/120
Business Analytics, Business Communication, Statistics for Business, Project Management


2010-2014 Adult Education High-School,
Lord Roberts School, Vancouver, BC, Canada.

Relevant Training


2025-current Canadian Securities Course (CSC®)
Canadian Securities

Objective:
The Canadian Securities Course (CSC®) is a foundational credential required for financial services roles involving securities, mutual funds, and alternative funds. It helps learners meet regulatory requirements for licensing in various financial sectors, including mutual fund sales, exempt securities, and more. The course covers the Canadian financial services landscape, financial instruments, market performance analysis, and industry standards. It’s ideal for those pursuing careers as investment advisors, mutual fund license holders, financial planners, or anyone seeking a role in the Canadian financial services industry. The course also prepares individuals to deal in Alternative Mutual Funds.

2025-current Conduct and Practices Handbook Course (CPH®)
Canadian Securities

Objective:
The Conduct and Practices Handbook Course (CPH®) helps financial professionals navigate the complex regulatory landscape, ensuring compliance with provincial securities administrators and CIRO. The course focuses on ethics, standards of conduct, securities rules, and legislation. It’s ideal for investment advisors, financial services professionals, and those required to meet CIRO proficiency requirements, offering a deeper understanding of regulations governing securities professionals.

Volunteering


2014-04 -2018-05 Vancouver International Film Festival,
Arts-Vancouver BC, Canada.
Objective:
— Personal networking with people that encourage understanding to the world cultures through the art of fostering the art of cinema, exceptional storytelling and meeting cinema professionals. More than 600 hr. volunteering.

2007-01 - 2008-01 FREE GEEK
Computer recycling—Vancouver—BC

Objective:
— This volunteering experience helped me to be more functional and have access to new digital technology. I also helped people that worked with me to break the digital gaps. Finally, I helped me to extend my personal network with people that believe in reducing computer hardware by avoiding disposing of landfills damage to the environment.


Hobbies


Travel
Movies
Music
Reading

Languages


Fluent: English
Fluent: French

Personal


Citizenship: Canadian & French
Clearances: n/a

References


Available on request only …

Contact


If you have a question? Feel free to send an email or if you prefer a virtual meeting