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Don Russell

Don Russell

Various Adminstrative & Customer Service Roles

Followers of Don Russell232 followers
location of Don RussellMontreal, Quebec, Canada

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  • Timeline

  • About me

    Product Specialist @ Ubisoft | Technical Product Management

  • Education

    • McGill University

      2011 - 2013
      Various Classes in Business Management

      Successfully completed multiple classes in Business Management. Enrolled as mature student to take advantage of tuition reimbursement program at work.

    • Dawson College

      1997 - 2000
      Diplôme d'études collégiales Creative Arts

  • Experience

    • Scotiabank

      May 1998 - Sept 2000
      Various Adminstrative & Customer Service Roles

    • IBM Canada Ltd.

      Mar 2001 - Dec 2002
      Customer Service Representative

    • Level 3 Communications

      Dec 2002 - Sept 2008
      Customer Care Specialist II

    • CenturyLink

      Dec 2009 - May 2019
      Customer Relations Consultant

      • Roll is CenturyLink Conferencing equivalent to Customer Success Manager• Main point of contact for major accounts supporting collaboration services including audio, video and web conferencing products.• Represent the Conferencing Center in quarterly account reviews • Assisting customers in choosing the right collaboration products to meet their business needs during the onboarding process. • Works in coordination with Call Center management to find solutions to complex customer requirements and ensuring they adhere to existing support models.• Coordination of communications between Account Managers, Call Center management and my assigned customers• Serves as product expert for offered products and services. Audio, Video and Web Conferencing (WebEx, WebEx Teams, Web Meeting, Chime, Skype Enterprise • Offers product demonstrations and suggestions of new service offerings to meet the customers changing needs. • Corporate travel to represent the Call Center at on-site account reviews• Production of monthly reports to track and ensure customer satisfaction• Winner Customer Relations Consultant of the year 2009 (final year award was issued)• 2017 second quarter Quarterly Excellence award. Show less

    • Ubisoft

      Jun 2019 - now

      -E-Commerce Analyst specializing in Payment & Fraud application support.-On-Call main POC for emergency escalations related to functionality of all international web sites, including in-game, Front-end (Salesforce Commerce Cloud), Back-end (Order Dynamics), Internal payment systems & Payment Service Provider co-ordination. -Maintain and manage relationships with Payment Service Providers (PayPal, Worldpay, Xsolla, BoaCompra)-1st & 2nd level troubleshooting and problem resolution for payment & fraud related issues. -Escalations to 3rd level support, project teams & vendors-Daily management of Salesforce Commerce Cloud stuck orders and completing mass refunds for orders that cannot be manually corrected. Show less

      • Product Specialist

        Nov 2021 - now

      • E-Commerce Analyst

        Jun 2019 - Nov 2021

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Don Russell
      Q2 2017 Quarterly Excellence Award Level 3 Communications Jun 2017 With our high-performing culture, Level 3 employees have become accustomed to excellence in themselves and others. For those who surpass those top standards, there’s the Quarterly Excellence Award. Don received feedback from 2 high profile customers. One customer wanted to thank Don for his support and provided the following feedback: “I strongly believe it is because of people like Don and his caliber that our company is successful in delivering on our purpose to help people on their path… Show more With our high-performing culture, Level 3 employees have become accustomed to excellence in themselves and others. For those who surpass those top standards, there’s the Quarterly Excellence Award. Don received feedback from 2 high profile customers. One customer wanted to thank Don for his support and provided the following feedback: “I strongly believe it is because of people like Don and his caliber that our company is successful in delivering on our purpose to help people on their path to better health!” and “The Level 3 Team helps our company be Fortune7.” Don also received feedback from the sales team for the support of a second company, which included: “You ensured all of their Event Calls went off without a hitch! I know our customer views you as a true partner!” Show less
    • Awarded to Don Russell
      Employee of the Year Customer Relations Consultant Level 3 Communications Dec 2009 Winner Customer Relations Consultant Employee of the Year. Only year that this award was given.

  • Volunteer Experience

    • Active Listener

      Issued by Interligne (Formerly Gaiecoute) on Oct 2016
      Interligne (Formerly Gaiecoute)Associated with Don Russell