To obtain a bilingual position as a Customer Service Representative where my skills can be fully utilized. Speak, write, and read French, Haitian Creole, English, Spanish and some Portuguese.

PROFESSIONAL EXPERIENCE

Office skills as a mature student

Burman University September 2016-June 2020

Acquired new vocabulary, grammar, reading, writing, listening and speaking skills

Developed effective listening, note-taking and public speaking skills

Cooperated with classmates on diverse projects for group research and team presentations

Improved my Internet research, typing, Microsoft word and Power-point skills

Thrived to develop the following soft skills: time-management, problem-solving, communication, collaboration, self-motivation to meet deadlines, respect guidelines for homework and research projects until graduation with cum laude

Participated in diverse community service projects launched by the University

Worked for three months at the University’s library where I prepared new books and classified them for the shelves, requested books from/for other NEOS libraries, shipped outgoing books to their NEOS network for distribution, scanned incoming books for delivery or back-to-shelves purposes

Bilingual Customer Relations Officer

Scotia Bank, Collections Department June 2015-August 2016

Handled French and English inbound and outbound telephone, contacted delinquent customers with the focus on rehabilitating car loans, mortgages and credit cards accounts

Interacted daily through Intranet with AS400, Microsoft Word, Excel, Outlook

Addressed client needs, complaints, or other issues with products or services and explained possible solutions while ensuring that clients felt supported and valued

Provided professional and knowledgeable service to create a relationship of mutual trust and confidence with customers, suppliers, and other employees

Conducted effective collection follow-up in a timely manner to identify the risks associated with all accounts assigned to the business unit to enable prompt action, minimize loss and secure the Bank's position while creating a positive experience for the customers

Bilingual Customer Service Representative

Manulife Financial/Manuvie Financière, Toronto December 2014-June 2015

Proactively educated the customers on our products features while building excellent professional relationships with both internal and external customers in order to minimize complaints and escalations

Maintained regular and reliable level of attendance and punctuality in order to meet service quality and productivity standards to ensure a positive client experience and maximize service level.

Provided a high level of support and customer service to all team members across the organization platform through telephone and other software by demonstrating clear and professional communication skills

Bilingual Debt Collector

Global Collections Inc., Toronto August 2013- November 2014

Answered telephone, negotiated and performed thorough collection efforts to provide timely documentation while dealing with queries regarding outstanding balances, preparation of payment arrangements & payment setups with our clients, recording the information on the appropriate collections systems.

Developed and maintained exceptional relationships with employees and clients to minimize complaints or escalations and to determine circumstances for successful payment arrangements on delinquent accounts.

Bilingual Problem Resolution Representative

Mutual Funds Department, Invesco Trimark, Toronto May 2005- July 2009

Responded to telephone calls regarding a variety of Mutual Funds products and services

Translated and proofread a variety of financial correspondences from English and Spanish to French

Contributed to the implementation of a bilingual French/English reference glossary

Assisted colleagues, identified client needs, and determined priorities in a fast-paced, high-volume environment

Built effective client relationships and gathered pertinent information for case reviews or escalations

Bilingual Customer Service Representative

Mutual Funds Department

National Bank Correspondent Networks, Toronto, December 2001-June 2004

Responded with professionalism to incoming and outgoing calls for a variety of products and services

Assisted colleagues verbally and in writing with translations in English, Spanish and French

Gathered relevant information and demonstrated judgment and analytical skills in identifying when to refer matters to other departments or staff members.

Maintained electronic and manual records.

EDUCATION

Religious Studies, Burman University, Lacombe 2016-2020

Paralegal Diploma Program, Herzing College, Toronto 2011-2013

Prerequisites for the Translation Degree, Glendon College 2010-2011

Prerequisite courses, City Adult Learning Center, Toronto 2008-2010

Canadian Securities Course, Toronto 2007

The Investment Funds Institute of Canada, IFIC, Toronto 2006-2007

Customer Service Program, Adult Learning Center, Toronto 2001-2002

School Teacher, École Normale de Frères, (Faculty of Education), Haiti 1989-1992

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