Customer Service Representative

Latifa Rahhali

** ******** ** *, ********, Ontario, L8N 2P9

Email : *************@*****.**

Bilingual Customer Service Representative

Tél. : 289-***-****

S

elf-motivated and assertive with more than ten (10) years experience in various

administrative fields. My strengths are time management, high definition of

priorities, multilingualism and adaptation to new needs. I love working in a team,

alone or under supervision. I am able to quickly learn new methods and procedures.

I keep good interpersonal relationships.

Employment history

The Mitchell & Abbott Insurance Brokers Group Limited

Bilingual customer service representative (Benefits department for Tim Hortons

)(March 2014-present)

Provide assistance and guidance to the franchisees and their employees.

Update participants’ coverage (single, family add dependants…)according to their

needs

Load new participants

Generate certificates…

Cunningham Lindsey (July 2013- March 2014)

Bilingual customer service agent (New Claims Department)

Responsible for handling inbound English and French customer calls.

Professionally and promptly handles incoming claims and inquiry calls from

customers of both Canadian and US clients

Ensure claims are accurately sent out to the field in compliance with client protocols.

Record all inquiry type calls using Excel software.

Prepare appropriate forms using Word, Excel, custom software, and web-based

applications.

Process outgoing emails and faxes as required.

Contact adjusters throughout North America to handle emergency claims.

Ensure prompt customer service redirecting callers according to protocol.

Hafele Canada (July 2012- Mai 2013)

Bilingual customer service representative (Sales department)

Process customer orders received by telephone, fax and emails.

Respond to customer inquiries regarding product information, pricing availability,

delivery dates, shipping, product returns, credits and collections, and general

administrative issues.

Research and resolve billing issues, shipping discrepancies, gather documentation

and complete various forms

for resolution

Route orders to warehouse for shipping.

Receive customer complaints, process credits and debits as required.

Create new accounts.

Latifa Rahhali

Courriel : *************@*****.**

Bilingual customer service representative

Tél. : 289-***-****

Aditya Birla Minacs (Call Centre Canada Post), Hamilton, Ontario (Mai 2011 –

June 2012)

bilingual customer service representative (Help Desk)

Provide telephone explanations and / or clarifications to customers who are using

Canada Post services.

Assist customers when they use the Electronic Shipping Tools.

Helping the customers to fill the forms online and walk them through.

Provide technical support when using Canada Post website

Reset passwords for the Online Business Centre, Epost, and Postecs…

Centre de santé communautaire Hamilton/Niagara, Hamilton, Ontario (June

2007 – March 2011)

Administrative assistant to the Francophone Immigration Support Network system Central

South-West Region of Ontario

Greet and inform the visitors.

Permanent contact with the community and immigrants.

Reception and sorting incoming calls, drafting correspondence, reports, minutes and

other pertinent documents, updating filing system, scanning documents.

Prepare and organize special events: Transportation, room booking, equipment, catering

and appropriate documentation.

Preparing and keeping updated various databases.

Administration of volunteer files: reception of volunteer requests, collecting time sheets,

presence sheets, reference checks, and keeping files updated, organizing meetings and

interviews.

Mailing minutes, invitations, etc.

Following up on decisions not requiring personal input by the coordinator.

Management of petty cash, reimbursement requests and personnel expenses.

Training new employees.

George P Vanier Secondary School, Hamilton, Ontario (2006 - 2007)

.

Lunch time supervisor

Supervising students at lunch time and outside.

Al Falah School Board, Taza, Morocco (2000 - 2006)

Administrative assistant to School Management

Greeting visitors, providing information and directing them to the appropriate contact or

service

Answering inquiries via telephone or electronic mail, relaying calls and messages and

scheduling and confirming and meetings of employer;

Filtering incoming correspondence and coordinating information internally and with other

departments and organizations;

Was efficient in conflict resolution and served as link between management, staff,

Page 2 of 4

Latifa Rahhali

Courriel : *************@*****.**

Bilingual customer service representative

Tél. : 289-***-****

parents and students.

Compiled, stored and maintained student database;

Processed and verified receipts, expenditures, forms and other documents.

Debhi Accounting Firm, Taza, Morocco (1999 – 2000)

Accounting Clerk

Calculating, preparing and issuing documents relating to accounts such as bills, invoices,

inventory reports, account statements and other financial statements using computerised

and manual systems;

Coordinated the collection and preparation of operating reports including conclusions and

recommendations;

Assisted in the preparation of budget needs and annual reports of the organization;

Reviewed and answered correspondence.

Skills

Knowledge of microcomputers and related equipment as well as word processing,

databases and e-mails: Oracle, Windows, MS Word, Excel, PowerPoint, Outlook,

and Internet.

I speak, I read and I write: French, English and Arabic.

Volunteering and Community Work

École Pavillon de la Jeunesse, Hamilton, Ontario (2007)

Lunch Supervisor

Distributing snacks and supervising students during lunch and activities

Centre de santé communautaire de Hamilton/Niagara, Hamilton, Ontario (2007)

Program assistant to « Espaces entre elles »

Assists and participate in discussions and activities relating to womens’ issues .

Education and professional training

Boreal College, Hamilton, Ontario

ACE Certificate (Academic Career Entrance Certificate)

2012

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Latifa Rahhali

Courriel : *************@*****.**

Bilingual customer service representative

Tél. : 289-***-****

Canadian Red Cross, Hamilton, On

2012

First Aid CPR/AED Certificate, Level C

Boreal College, Hamilton, Ontario

2007

Certificates: Business English, Workplace and Personal Skills, Quality Service, Customer

service

E.F.E.T. (French Institute of Technical Studies), Fes, Morocco

1993

Administrative Assistant Diploma

E.S.I.G. (Superior Institute of Management and Computer Technology), Fes,

Morocco 1992

Management Attestation

Lycée Ibnou Lyasmine, Taza, Morocco

1988

High School Diploma

References

Available upon request

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