Bilingual Public Inquiries Specialist with 10+ Years

Yannick Ntangabirori Ottawa, ON 343-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Bilingual Communication Specialist with 10+ years of experience in public inquiry management, information triaging, and administrative support. Proven track record of delivering accurate, consistent information in high-pressure environments while adhering to strict Service Level Agreements (SLAs).

Expert in managing multi-channel inquiries (phone/email) and identifying emerging trends to support operational planning. Committed to the principles of non-partisanship, transparency, and accessibility.

CORE COMPETENCIES

• Bilingual Public Inquiries: Expertly managing inquiries in French and English with professional clarity.

• Triage & Escalation: Skilled in assessing complex matters and coordinating with Subject

Matter Experts (SMEs).

• SLA Compliance: Consistently meeting and exceeding service-level targets and documentation protocols.

• Information Integrity: Ensuring all public-facing information is accurate, consistent, and approved.

• Trend Analysis: Identifying recurring inquiries to support continuous improvement and operational efficiency.

PROFESSIONAL EXPERIENCE

Client Service Representative HG Transport Ottawa, ON 2023 – Present

• Manage a high volume of inquiries via phone and email, providing clear and concise information regarding logistics and transport regulations.

• Triage and assess complex shipping issues, escalating matters to dispatch and management for timely resolution.

• Document and track inquiries using digital tools to ensure service-level compliance and 100% data accuracy.

• Communicate complex regulatory requirements to a diverse client base in both English and French.

Monitoring, Evaluation & Communication Officer Welthungerhilfe (WHH) 2019 – 2022

• Managed the intake of critical data and inquiries, ensuring information was processed according to established protocols.

• Identified emerging trends from field reports to support operational planning and continuous improvement of outreach activities.

• Coordinated follow-ups with various stakeholders to ensure the timely resolution of issues within project timelines.

• Prepared research materials and reports to support divisional activities and performance monitoring.

Bilingual Contact Centre Specialist AGAComm 2017 – 2019

• Managed public-facing inquiries in a high-volume contact centre environment, adhering to strict Service Level Agreements (SLAs).

• Provided accurate and consistent information by utilizing approved resources and organizational databases.

• Exercised sound judgment in triaging and documenting inquiries, escalating sensitive

matters to appropriate departments.

• Maintained detailed and accurate records of all interactions to support reporting and compliance audits.

Assistant Manager LUWAITH Events 2015 – 2017

• Coordinated front-line communication and resolved client issues in a fast-paced environment.

• Managed competing priorities and ensured all team activities met professional service

standards.

EDUCATION

• MA Public Relations & Media Management Cavendish University

• Bachelor of Mass Communication Kampala International University TECHNICAL SKILLS

• Software: Microsoft Office 365 (Word, Excel, Outlook, Teams), CRM Systems, Digital Tracking Tools.

• Professional Training: Client-Oriented Professional Communication; Information Processing and Database Management.

LANGUAGES

• English: Fluent (Written/Spoken)

• French: Fluent (Written/Spoken)

• Kirundi: Native Kiswahili: Fluent

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