Summary
Overview
Work History
Skills
Languages
Timeline
Generic

Anais Bongeli

Summary

An experienced Customer Service Representative fluent in English and French language. Knowledgeable and professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending and maintaining customer service needs including incoming calls, product questions and issue resolution to protect customer satisfaction. Solid team player with outgoing, articulate, energetic and results-oriented with a positive demeanor and proven exemplary skills for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Bilingual Customer Service Representative

Sunlife Financial
05.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.
  • Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Assisted customers with French-language inquiries in a timely and professional manner.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Bilingual Customer Service Representative

CIBC
10.2022 - 04.2023
  • Responded to incoming inquiries or requests from CIBC credit card holders
  • Resolved client disputes over the phone and educate them on dispute handling process
  • Deepened client relationships by resolving their credit card issues
  • Answered questions, assisted with transactions, or proactively connected clients with the right team members.

Bilingual Customer Service Representative

Dominion Automotive Association
11.2020 - 09.2022
  • Answered inbound customer calls
  • Determined customer needs through active listening; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Asked essential probing questions to understand each customer's unique situation
  • Communicated via phone to external service providers to dispatch correct service
  • Navigated computer program and input information to locate each member and identify nearby service providers
  • Prepared complete and accurate work including appropriately notating accounts as required
  • Responded to customer inquiries by referring them to published materials, secondary sources or more senior staff.

Cashier

Food Basic
09.2020 - 12.2020
  • Provided exceptional customer service and engaged with all customers
  • Maintained a neat and organized checkout area
  • Ensured accurate product scanning
  • Executing company-directed promotions and programs
  • Learned product codes and applied them in a timely and accurate manner when processing customer orders
  • Responsible for balancing all tenders received
  • Comply with all corporate policies, especially as they relate to Health and Safety, Food Safety and equipment use
  • May be requested to undertake other related duties on a periodic basis.

Team Member

Wendy's
09.2020 - 10.2020
  • Built and maintained effective working relationships with peers and upper management
  • Exceeded quality scores on consistent basis by diligently following production orders and maintaining company standards
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity
  • Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked
  • Completed skilled finishing work with excellent process knowledge and advanced manual dexterity
  • Looked for ways to go above and beyond job requirements
  • Worked hard to learn all required tasks quickly and maximize performance.

Team Member

Tim Horton's
10.2018 - 08.2020
  • Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion
  • Worked hard to learn all required tasks quickly and maximize performance
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
  • Supported office administrative needs with timely and knowledgeable clerical assistance to maximize team performance and efficiency
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity
  • Looked for ways to go above and beyond job requirements
  • Built and maintained effective working relationships with peers and upper management
  • Unloaded trucks, moved containers to staging area and determined correct storage locations.

Receptionist

COFRD - Centre Organisme Francophone Région De Durham
07.2017 - 09.2017
  • Demonstrated abilities in customer service by responding to the phone, sending and receiving faxes, and assisting customers with their inquiries
  • Organized personal files: client's information, resumes, tax forms and documentations
  • Remodeled company websites by knowing and complying with all policies and procedures
  • Worked effectively and responded to customer concerns and issues by providing problem-solving skills
  • Communicated effectively and fluently in French and English by providing general information to staff, clients and the public regarding the company or program rules and procedures in a timely and orderly fashion
  • Greeted visitors, assessed needs and directed to appropriate personnel
  • Prepared, compiled and filed documents as well as reports presented to various parties.

Skills

  • Bilingual: In writing and oral communication in French and English
  • Determined and persistent
  • Eager to learn
  • Problem solver
  • Leadership skills
  • Teamwork
  • Call center experience
  • Technical skills
  • Problem resolution
  • Planning and coordination

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Bilingual Customer Service Representative

Sunlife Financial
05.2023 - Current

Bilingual Customer Service Representative

CIBC
10.2022 - 04.2023

Bilingual Customer Service Representative

Dominion Automotive Association
11.2020 - 09.2022

Cashier

Food Basic
09.2020 - 12.2020

Team Member

Wendy's
09.2020 - 10.2020

Team Member

Tim Horton's
10.2018 - 08.2020

Receptionist

COFRD - Centre Organisme Francophone Région De Durham
07.2017 - 09.2017

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Anais Bongeli