Andre Ineza
Lasalle
Summary
Dynamic customer service professional with extensive experience at Scotiabank, adapt at resolving complex issues and enhancing client satisfaction. Skilled in active listening and complaint handling, I consistently foster positive relationships, leading to increased customer loyalty. Proficient in CRM software and data entry, I thrive in fast-paced environments while maintaining professionalism.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Cogeco Connexion
01.2025 - Current
- Assisted customers with inquiries regarding services and billing issues.
- Resolved customer complaints efficiently, enhancing overall satisfaction.
- Utilized CRM software to track interactions and manage follow-ups.
- Provided accurate information about products and services to clients.
- Collaborated with team members to improve service delivery processes.
- Adapted quickly to new systems and processes, ensuring effective communication.
- Documented customer feedback for continuous improvement initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Receptionist
Garderie Internationale De Lasalle
03.2024 - 08.2025
- Greeted and assisted visitors, ensuring a welcoming environment.
- Managed multi-line phone system, directing calls efficiently to appropriate staff.
- Scheduled appointments and maintained calendars for administrative staff.
- Processed incoming mail and packages, distributing to relevant departments.
- Maintained organized reception area, enhancing overall office professionalism.
- Implemented filing system improvements, increasing document retrieval efficiency.
Customer Service Representative
Scotiabank
07.2024 - 03.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - Communications
Mount Kenya University
Rwanda 03-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Order processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Live chat support
- Product sales
- Multi-line phone talent
Languages
French
Professional Working
English
Full Professional
Timeline
Customer Service Representative
Cogeco Connexion
01.2025 - Current
Customer Service Representative
Scotiabank
07.2024 - 03.2025
Receptionist
Garderie Internationale De Lasalle
03.2024 - 08.2025
Bachelor of Arts - Communications
Mount Kenya University