Customer Experience Supervisor with 15+ Years Service Experience
Resume:
Carine Bula
(AKA Carine Ngeleka)
Lethbridge, AB
Contact Information – Phone: 403-***-**** Email: *************@*****.** HIGHLIGHT OF QUALIFICATIONS
• 15+ years’ experience, both independently and collaboratively, delivering exceptional customer service and consistently achieving high-quality results.
• Experience as a Citizen Services Officer (CSO), the first point of contact for Canadians accessing federal services, providing detailed guidance on programs like passports, employment insurance, and pensions, while ensuring exceptional client satisfaction.
• Reviewed and verified international students’ SIN applications with precision, ensuring full compliance and error-free processing.
• Delivered clear, efficient front-line service during high-volume periods, reducing wait times and improving overall client experience.
• Through effective negotiation, led crisis communication resulting in stability of the organization, relationships restored, and securing new partnerships.
• Demonstrated strong work ethic and commitment to success, reflected in multiple "Best Employee" nominations and promotions, underscoring impactful contributions to team and organizational success.
• Effectively traveled to and embraced the nuances of numerous countries resulting in enhancing my ability to connect with people from varied backgrounds, fostering a deep appreciation for global diversity. SKILLS AND EXPERIENCE
Organizational skill and Administrative Support
• Showcased prioritization in task management and set up calendar tracking within the team resulting efficiency and effectiveness of workflow.
• Analyzed diverse shipment methods, considering urgency, cost, and destination, and executed the shipping process with optimal methods, ensuring accurate documentation and minimizing delays.
• Developed a structured filing protocol, organized office memos, and streamlined document delivery processes, resulting in improved document accessibility, reduced response times, and enhanced overall office organization.
• Established and maintained customer orders electronically, ensuring consistent and accurate data entry for precise reporting. Implemented a reporting system to monitor and analyze company expenses, contributing to improved financial transparency, informed decision-making, and adherence to budgetary constraints.
• Provided administrative support including letters, customer correspondence, and research, enabling employees to be more effective in daily tasks.
• Demonstrated the ability to learn quickly, adapt, and apply new skills successfully to increase business productivity.
• Successfully managed multiple priorities and implemented projects. Attention to Detail
• Demonstrated a keen attention to detail as a Bilingual Citizen Services Officer (CSO), carefully reviewing and processing client applications for federal programs such as passport applications, employment insurance, pensions, and social insurance numbers to ensure accuracy and compliance with government regulations.
• Ensured that all required documentation was properly completed and submitted, identifying any discrepancies or missing information, and proactively working with clients to resolve issues and prevent delays in service delivery.
• Maintained precise records of client interactions and case progress, ensuring that information was up-to-date and accessible for future reference, enabling efficient follow-ups and continuity of service. Page 2 of 3
• Vigilantly adhered to Service Canada’s policies and standards, verifying data integrity while safeguarding confidential information to maintain trust and compliance with privacy laws.
• Regularly monitored changes in federal programs and services, applying updated guidelines to client cases to avoid errors and maintain high-quality service.
Communication and interpersonal skills
• Recognized for strong interpersonal skills, fostering organizational stability, restoring relationships, and securing new partnerships through effective negotiation.
• With strong listening and problem solve skills, resolved disputes with key suppliers and negotiated revised terms.
• Led crisis management communication during challenging times, showcasing effective communication skills.
• Successfully communicated with suppliers, partners, and staff members to convey changes and expedite orders, ensuring customer satisfaction.
Negotiation and Sales Skills.
• Secured a time extension for the recovery plan from the regulator by transparently communicating our financial challenges, initiating proactive discussions, ensuring an effective resolution to the crisis.
• Tasked with resolving a dispute with a key supplier over pricing discrepancies and delivery delays by Initiating communication with the supplier to address concerns and collaboratively negotiating revised terms to ensure a mutually beneficial outcome. Resulting in successfully resolved the dispute, improving communication channels, and establishing a more transparent and cooperative relationship with the supplier.
• Surpassed annual sales targets by 25%, proactively engaging prospects and promoting banking products, leading to recognition as the Best Employee of the Year.
Management and Leadership
• Led a diverse team with strategic leadership resulting in improving dynamics, boosting engagement, and aligning operations with organizational goals.
• Enhanced team performance through targeted training, fostering a positive work culture, and increasing overall effectiveness and employee satisfaction.
• Conducted regular performance reviews resulting in an increase in employee productivity.
• Implemented a strong quality control framework with key performance indicators, improving overall business operations, performance, and strategic goal alignment.
• Implemented risk management measures, sustained balanced portfolios, and ensured regulatory compliance, resulting in effectively minimizing financial, reputational, physical, legal, and compliance risks. Result-oriented.
• Produced high quality results in banking and private sector environment by providing excellent customer service and financial advice to customers resulting in exceptional led to several nominations and promotions.
• Consistently delivered high-performance standards, consistently meeting, or surpassing 100% of goal targets across all quarters throughout the years in various scorecard metrics or KPIs. This showcases a track record of both consistency and results-oriented skills.
Conflict Management and Dispute Resolution
• Resolved a complex dispute involving a CERB (Canada Emergency Response Benefit) overpayment by collecting all supporting evidence and client statements, liaising with the Integrity Department, and ensuring a fair review; successfully deescalated client frustration and achieved a compliant resolution based on verified facts.
• Addressed a client dispute over mismatched personal information affecting their Dental Care Program eligibility by investigating records, resubmitting verified documentation, and coordinating with the NIDS processing team; facilitated prompt correction and reinstatement of client benefits.
• Deescalated a client conflict related to account concerns by actively listening and showing empathy, identifying the root cause, and offering alternative solutions; achieved First Call Resolution and strengthened client trust through transparent and solution-focused communication.
Innovative and project management.
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• Oversaw and orchestrated the successful launch of the Visa Prepaid Card project, achieving the sale of 1200 cards within the initial three months following the project's introduction.
• Developed impactful training programs empowering financial institutions in Africa, enhancing their capacities, and improving overall effectiveness.
Technology Utilized
• Windows and MS Office Suite (Word, Excel, PowerPoint, and Outlook)
• QuickBooks
• Zoom, Teams, Cisco WebEx, Google Calendar
Language Skills
• French and English
EMPLOYMENT HISTORY
• Bilingual Citizen services officer – Government Canada, Service Canada (Full-time (37.5-hours /week) April2024-Sept 2025
• Centralized Resource Officer, promoted from Easy line Specialist, TD Bank (Full-time (37.5-hours /week) 2019 – 2023
• Operations Manager, IFINANCE SA (Micro finance institution) (Full-time (37.5-hours /week) 2016 – 2018
• Training Expert Consultant, Frankfurt School of Finance & Management 2014 –2016
• Branch Manager, promoted from Personal Banker Advisor to BM, BGFI Bank 2011 – 2013
• Customer Experience Manager, promoted from Front office specialist to CEM, Procredit Bank, 2006 – 2011 EDUCATION & TRAINING
• Bachelor’s degree in communications, Catholic University of Congo (5 years) Graduated 2007
• Entrepreneurial Studies, L'Excellence Conseil & Formation (LECF) - Montreal, QC 2019
• Sales and advising, L'Excellence Conseil & Formation (LECF) - Montreal, QC (1 year) 2020
• Certificate, Entrepreneurship, Harvard Business School (Harvard University) – USA 2023
• Go Skills Limited, Canada 2023
o Project Management Basics (Course).
o Project Meetings (Course).
o QuickBooks Online.
o Speaking Skills for Leaders (Course).
o Listening Skills (Course).
o Deliver Effective Criticism (Course).
o Intro to Lean Six Sigma (Course).
• Connections: Careers in Supply Chain, Teamworks Career Centre, Lethbridge, AB 2024 o MICRO-CREDENTIALS in Canadian Transportation Systems & Logistics Fundamentals, through Canadian Institute of Traffic and Transportation (CITT)
• Industry recognized training in Transportation, Logistics, Purchasing, Contracts, Warehousing, Customs & Compliance, Materials Handling & Unitization, International Trade, Intermodalism, Procurement, and Risk Management
o Microsoft Word, Excel & Outlook
o Thought Patterns for a Successful Career, Prevue and True Colors REFERENCES
References available upon request.
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