ARTHUR JHOLY NTHOUBANZA
Brantford,ON
Summary
I am skilled at managing inbound and outbound communications, troubleshooting technical issues, and maintaining high levels of customer satisfaction. Strong problem-solving abilities, professionalism, and consistent performance in both English and French.
Overview
5
5
years of professional experience
Work History
Bilingual Claims Analyst - CDCP DTL1
Sun Life Insurance
Waterloo
04.2025 - 09.2025
- Processed and analyzed dental and insurance claims with high accuracy and compliance.
- Provided clear and empathetic communication to clients.
- Resolved approximately 35 incoming customer claims inquiries efficiently per day.
- Collaborated with internal teams to identify claim discrepancies and streamline claim verification processes.
Bilingual Customer Service Representative - CDCP DTL1 - PC Optimum Rewards
Sun Life Insurance & Loblaw Banners
Waterloo & Mississauga
07.2024 - 04.2025
- Managed approximately 45 inbound calls, emails and faxes in both English and French per day, resolving account and loyalty-program issues.
- Improved customer engagement by ensuring accurate points redemption and account recovery.
- Achieved daily performance metrics in call quality, response time, and customer satisfaction.
- Provided product and technical assistance related to loyalty applications and account systems.
Bilingual Technical Support Advisor
Apple
Mississauga
02.2021 - 05.2024
- Delivered bilingual front-line support for iOS, iPadOS, and macOS customers, troubleshooting software and hardware issues.
- Diagnosed device performance issues, network errors, and app malfunctions; escalated advanced cases when necessary.
- Managed the average of 40 incoming technical calls inquiries per days.
- Maintained customer satisfaction communication, technical expertise, and professional empathy.
Education
Diploma - Security And Public Policing
National Academy of Health And Business
Hamilton, ON09.2011
Certificate of Technical Studies - NTT, Installation And Service
Rogers Cable College
Toronto, ON10.2006
Associate of Applied Science - Electronic Engineering
High Institute of Applied Technologies
Kinshasa, DRC09.1995
Skills
- Ability to evaluate and resolve claims
- Ability to determine appropriate payment
- Ability to apply discretion and judgement to confirm eligibility for programs, determine when to escalate contentious issues/claims and resolve payment as applicable
- Ability to organize and manage own workload, process a high volume of claims and inquiries within strict timeframes
Timeline
Bilingual Claims Analyst - CDCP DTL1
Sun Life Insurance
04.2025 - 09.2025
Bilingual Customer Service Representative - CDCP DTL1 - PC Optimum Rewards
Sun Life Insurance & Loblaw Banners
07.2024 - 04.2025
Bilingual Technical Support Advisor
Apple
02.2021 - 05.2024
Diploma - Security And Public Policing
National Academy of Health And Business
Certificate of Technical Studies - NTT, Installation And Service
Rogers Cable College
Associate of Applied Science - Electronic Engineering
High Institute of Applied Technologies