Bilingual positions

ALAIN SUAMUNU-LUASU

**** *** ****’s Homestead #*, Mississauga, ON L5L 3H9

Cell: 647-***-**** Email: **********@*****.**, *****.*****@*****.***

Bilingual Customer Service/ Collections Representative

PROFILE

10+ years successful experience in customer service, collections and support with recognized strength in account maintenance, problem-solving, sales staff support, and planning, implementing proactive procedures and systems to prevent problems

Excellent working knowledge of Microsoft Excel, Microsoft Word, Outlook, PowerPoint, Lotus Note

Ability to train, motives, and supervises customer service employees

A team player, acknowledged as “Total Quality Customer Service Professional”

Highly skilled in collecting on past Due customer accounts, including resolution of discrepancies.

Excellent oral and written communication skills in English and French

SPECIAL SKILLS

Good communication and customer service skills

Ability to work in a fast paced, high energy environment

Outstanding skills in relationship building

Proven record of efficiency and continuous development

ACHIEVEMENT HIGHLIGHT

Increased fundraising revenue by over 400% yearly for 7 years in a raw

EMPLOYMENT

AppleOne Employment Agency (Oakville, ON) Jan 2014- Present

Bilingual Customer Service Representative

Assessed customer requirements and ensured that these are met

Investigated customer complaints and non-conformance issues

Responded knowledgably and courteously to incoming calls and customer inquiries

Manually entered orders accurately into OMS system, and validated that order fed into WMS

Order processing; ensured all orders are processed in a timely manner and according to the client’s specific requirements

Managed track and trace updates, via electronic monitoring and manual updates

Documented, investigated and resolved all customer concerns in a timely fashion

Pursued continuous improvement initiatives to drive increased productivity and service levels

Ensured credit cards authorizations are conducted promptly and according to established procedures

Processed customer orders efficiently and with the utmost attention to accuracy

DHL Express Canada (Brampton, ON) Nov 2014- May 2015

Bilingual Customer Relation Specialist

Developed relationships with allocated customers

Acted as first contact point for customer claims for notification and reception of claims and respective documents collection

Accepted all orders from customers and processed them for handover to Operations

Proactively informed customers on shipment status, exceptions and provided intermediate updates on incident solution

Provided spot quotations and closed contract

Performed up-and-cross-selling (inbound calls) for existing customers and passed on leads to Sales

Initiated solutions of customer complaints by solving it directly or assigned tasks to other functions

Examined various documents including proof of identity, invoices, bill of lading, and shipment statements

Maritz Canada l Bond Brand Loyalty Jan 2014- Sept 2014

Bilingual Customer Service Specialist

Made outbound calls for promotions regarding (Cineplex, Scene, Scotia Bank, CIBC, RBC)

Processed applications by inputting client’s information received via fax, email or phone

Followed up on applications placed on hold due to special requirements incomplete or incorrect information

Responded to calls and emails to provide first level customer service and resolved issues in a prompt and efficient manner

Being in charge of effective documentation and maintenance of all electronic files

Logs calls and emails into the appropriate tracking systems and escalated issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions

Interacted with internal departments to ensure service level agreements are maintained.

Maintained a high level of knowledge regarding the rewards program, current marketing programs, and other customer service initiatives to provide accurate responses to concerns and issues.

Processed online adjustments to participant records, and resolved client invoice issues

Salvation Army Administrator-Minister May 2004 – July 2013

Recruited, interviewed and selected qualified candidate for the Employment

Researched regarding unsettled account balance that is completely or partially unpaid.

Evaluated claims denied for payment and poorly paid claims

Ensured follow up by mail and phone to customers on felonious payments.

Administered promotions, discipline and transfer of staff

Investigated customer’s accounts and documents methodically

Resolved inconsistencies and prepare adjustments

Initiated all collection activities (telephonic calls, letters, emails)

Kept staff record, evaluated staff performances and recommended training, promotion, salary increase as appropriate

Received items and financial donations from corporations and individuals

Answered customer inquiries about account status

Marketed and promoted Salvation Army programs and Services to Sponsors and Donors(Government agencies, corporations, individuals) through Workshops and presentations for funding

Provided assistance and referred clients to the appropriate government agency to obtain required information

Assisted clients with various needs (such as persons with disabilities ) using tact and diplomacy

Handled 80% of incoming calls from Sponsors, Donors (Government agencies, Corporations and individuals in English and French

MONERIS Bilingual Customer Services/Collections Mar 2002- Apr 2004

Evaluated Customer Credit Worthiness on behalf of BMO

Set and adjust Customer credit limit

Initiated collection calls on past due accounts

Reduced accounts receivables losses

Applied good research skills when evaluating customers credits rick and alternatives contacts

Entered all assigned data in an accurate and timely manner, including maintenance of the contacts database

Analyzed accounts receivable information to settle on priority

TELEPERFORMANCE SERVICES Bilingual Marketing Agent Feb 2000- Feb 2002

Established client relationships and follow up with customers as needed

Worked with the Agent to establish and meet marketing goals

Developed, led, scheduled appointments, identified customer needs, and marketed appropriate products and services (Life Insurance)

Ensured customer satisfaction on all aspects for information in a timely manner

Used initiative to resolve all technical issues by application of products knowledge, appropriate resources, and coordinated with other departments

COMCELL Bilingual Collections Manager July 1996 - November 1999

Responsible for collections

Managed customer accounts local and international

Posted all adjustments to cash accounts, posted inter-company payments

Collected account receivables invoices by working with customers to resolve invoicing issues

Worked closely with other management, project leaders, sales and services team to reduce delay of customer’s payments

EDUCATION AND TRAINING

Certificates (Human Resources 101 Training, Leadership Development, Communication, Planning, Counseling)

2008

Bachelor Degree (Business Administration) 1992-1996

University of Kinshasa, DRC

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