Customer Service Manager
Resume:
Lionel Ndayikengurukiye
647-***-**** • *********@*******.***
PROFILE
Hardworking, trilingual, results-driven individual, seeking a full-time position as a Bilingual Customer Service with your company, where I will be able to use my excellent communication skills to meet daily targets and address customer’s concerns
SUMMARY OF QUALIFICATIONS
Trilingual in English, French and Kirundi dialect
Typing speed of 35 words per minute with excellent accuracy
Clear and professional attitude with courteous telephone skills even under tight deadlines
Strong conflict resolution skills, with the ability to come up with solutions to problems that may arise, while adhering to the company policies and procedures
Team player, with the ability to work independently as required to meet daily targets
Willing to participate in additional training in order to advance within the company
Registered in Customer Service, WHMIS / Conflict Resolution and First Aid with CPR training WORK AND VOLUNTEER EXPERIENCE
PARMALAT JUNE 2018- JUNE 2019
Process all incoming orders with respect to all areas of order management by receiving inbound and outbound calls, faxes, and electronic orders, and entering the orders manually into SAP
Answer customers inquiries and direct them to appropriate departments
Assist with scheduling Costumers deliveries
Update and maintain the Costumer database
CONCENTRIX PETRO CANADA CAMPAIGN AUGUST 2017-MAY 2018
Provide excellent customer service while responding to customer inquiries via phone and email
Respond to guests' quotation requests, needs, concerns and inquiries in a timely and professional manner
Analyze individual problems and take appropriate action to ensure that customer needs are met
Enrolled customers into Petro points program
Updated customers' existing Petro points accounts
Maintain knowledge of Super Pass commercial credit accounts in regards to troubleshooting payment issues, updating product/site/limit restrictions, card maintenance Such as adding/replacing/cancelling of cards, & application/program inquiries
Actively engage in continuous learning and development, including expanding personal knowledge of Petro Canada products & processes
LOYALTY ONE SEPTEMBER 2016- JUNE 2017
Respond to Collector queries by phone
Service incoming customer calls by responding to general inquiries and requests for information relating to the AIR MILES Reward Program, Collector accounts and Sponsor offers
Up-sell and cross-sell items in the AIR MILES reward miles merchandise portfolio such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services
Maintain and upkeep strong product knowledge skills to offer the relevant products to Collectors
Access and update AIR MILES customer accounts
Analyze individual problems and take appropriate action to ensure that customer needs are met
Deal with ad hoc changes and difficult queries
ProAm Security Security Guard Officer
December 2015-December 2016
Ensured that work environment is secured and safe for daily use
Prevent individuals from stealing store merchandise
Answer customers’ inquiries and direct them to appropriate departments
Complete daily report to maintain open communication with colleagues Polling Clerk Conservative Party of Canada
2015
Made calls to voters to determine which way they would be voting
Provided information regarding conservative party and marketed representative
Recorded information electronically in database
Provided voters with signage and additional marketing material as needed General Labourer 2011-
2015
Mississauga, ON
Assisted site / shift manager with administrative duties as needed
Loaded and unloaded structure materials on and off of transport truck
Placed and organized work materials in the appropriate work stations, while paying attention for any health and safety work hazards
Followed supervisors instructions and requests in order to complete daily tasks accurately
Maintained a clean and organized workstation throughout the day Basketball Tournament Volunteer
2011-2012 Mississauga, ON
Refereed basketball games, ensuring that participants were playing fair and safe games
Assisted with monitoring scoreboards and interacting with team coaches and players
Participated in and gather other volunteers to assist with the cleaning up the community centre at the end of the tournament
Boys and Girls Club Volunteer
2010
Montreal, Qc
Member of l’Organisations activities for the young people
Maintained a safe, clean and organized work environment for all participants
Planned and facilitated group activities including physical activities, arts and crafts and social games
Assisted with preparing healthy meals for participants EDUCATION AND CERTIFICATES
Tico Certification March 2016
Travel industry council of Ontario
Security License October 2015
Ontario Security license
Customer Service (Basic & Advanced) Training Enhanced AODA Certification September 2015
Path Employment Services, Mississauga
WHMIS and Conflict Resolution Certification September 2015
Act First Safety, Mississauga
First Aid with CPR AED (Level C) Certification
September 2015
Canadian Red Cross, Mississauga
Ecole Secondaire Catholique Saint Famille June
2012
High School Diploma
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