Bilingual Customer Service Professional with 5+ Years Experience

Genicia Gisèle Bwamilengi

Ottawa, K*V *V*, ON, 437-***-****, *********@*****.***

SUMMARY Dynamic Customer Service professional with 5+ years of experience in diverse roles, including Personal Support Worker and Retail Supervisor. Proven ability to enhance customer satisfaction through effective problem-solving and support, demonstrated by consistently meeting service expectations. Certified in Personal Support Work, adept at managing client needs and maintaining robust communication with stakeholders. Ready to leverage strong interpersonal skills and experience to significantly contribute to team success. WORK EXPERIENCE

11/2025 – Present Customer Service, Canadian Tire Bank / Heron Deliver exceptional customer service, fostering a welcoming environment for shoppers.

Executed self-checkout operations efficiently, ensuring smooth transaction processes.

Managed front cash responsibilities, handling cash transactions with precision.

Supported e-commerce initiatives by assisting customers with online orders. 07/2019 – 09/2024 Personal Support Worker, Affinity Health Care Agency Ottawa Facilitated clients' daily living activities and provided essential meal support. Administered emotional support to clients and their families, enhancing their well-being.

Adhered to health and safety protocols, including strict COVID-19 measures. Coordinated care needs effectively with supervisors for optimal client health outcomes.

05/2024 – 09/2024 Secretary / Receptionist, École Catholique Trois-Rivières Ottawa Oversaw student absence documentation and managed email communication efficiently.

Answered phone inquiries, providing assistance and information to parents. 09/2022 – 11/2022 Customer Service Representative, Storage Volt Canada Ottawa Processed payments and effectively managed access to storage units. Communicated with clients via email concerning rental issues, ensuring clarity and resolution.

Assisted clients with rental agreements and account inquiries, promoting service satisfaction.

06/2019 – 09/2019 Retail Supervisor, Sirens Ottawa Supervised inventory management, compiled sales reports, and facilitated staff training.

Resolved customer complaints effectively, ensuring a positive shopping experience.

Coordinated store opening and closing procedures, liaising with head office for operational alignment.

07/2017 – 10/2018 Collections Agent, Common Collection Agency Gatineau Conducted research to locate contact information and initiated structured payment plans.

Processed payments efficiently and confirmed payment status with credit agencies.

08/2017 – 10/2017 Call Center Agent, Gatestone Call Center Gatineau Managed inbound and outbound calls for Moneris and TD Canada Trust, ensuring quality service.

Explained service packages thoroughly and processed payments promptly. Maintained accurate records and conducted follow-ups with clients to ensure satisfaction.

EDUCATION

2016 – 06/2017 École des Adultes Le Carrefour

G.E.D.

Ottawa

2018 – 03/2019 La Cité Collégiale

Social Work Program

Ottawa

2021 – 04/2022 Collège Sor

PSW Certification

Montréal

SKILLS Microsoft Office Suite Data Entry

Retail Operations Call Center Operations

Healthcare Support Administrative Tasks

Customer Service Interpersonal Skills

Communication Skills Conflict Resolution

Team Collaboration Leadership

Supervisory Experience Reliability

Organization Policy Compliance

Empathetic Support Solution-Focused Support

LANGUAGES French (fluent) English (fluent)

Lingala (fluent)

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