Basile Kuyi
Senior Customer Service Representative
Mississauga,ON
Summary
Over 20 years of experience in handling client inquiries and concerns Strong experience in providing customer support and coordination in busy call centers and regular customer service environments for automotive, retailers, group benefits clients, prepaid and incentive cards, KYC, and fraud analysis. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to resolve concerns.
Overview
22
22
years of professional experience
Work History
Senior Customer Service Representative and Junior KYC Analyst
Tru Universe
03.2017 - Current
- Handling customer various inquiries, related to cards transactions, activation, reactivation, suspensions, cancellations, fees correction, Website issues, in a timely and professional manner
- Updating the cardholder’s profile and ordering replacement cards
- Assisting the Compliance officer in performing the KYC procedures
- Documenting, analyzing cards fraudulent activities
- Acting as Supervisor in handling difficult calls escalated by CSR, and assisting the Customer Service Senior Manager with some tasks
Part-Time(Weekend) Residential Real Estate Agent
Self- Employer
03.2015 - 12.2020
- Performed real estate market analysis
- Stay current with real estate markets, trends and best practices
- Searched open listings to find properties
- Created and distributed promotional material
- worked with clients to help them buy, sell or rent real estate
- acted as a go-between for buyers and sellers and performed administrative, research and marketing tasks
- Showed properties to potential buyers and other brokers at open houses and by appointment.
Customer Relations Specialist (7 months contract)
Honda Canada Inc.
06.2016 - 12.2016
- Handled customer inquiries related to car extended warranty coverage, including Honda financial assistance and negotiations with dealerships Service Managers to complete repairs
- Served as a liaison between technical support teams and customers to ensure timely problem resolution.
Senior Customer Service Representative
Sun Life Financial of Canada
11.2005 - 08.2013
- Handled customer inquiries, complaints, claims review, medical, dental and disability coverages
- Explained DCPP and DBPP (Employer pension plans) rules and benefits
- Retained participants from cancelling their retirement investments by offering the best option
- Handled successfully and professionally difficult calls
- Volunteered to work overtime when it was necessary
- Resolved customer service issues using company processes and policies and provided updates to customers
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes
Customer Relation Specialist
Datawave Services Canada
01.2003 - 08.2005
- Managed the Quebec and French speaking new clients file process, consisting of opening new accounts, programming, and activating POS terminals
- Provided training for the retailers or their employees and technical support over the phone
- Took and submitted supplies orders and other inquiries
- Resolved various problems including troubleshooting related to phone cards use
- Negotiated and up sold new services, collected overdue receivable accounts for the Accounting department
- Monitored the clients’ sales volume and handled all the escalated calls from Quebec and French speaking clients
Education
Attestation d’études collégiales - courtage immobilier
Collège de Maisonneuve
Montréal, Québec12.2014
Diplôme (2è cycle) - économie et gestion des coopératives
Université de Sherbrooke
Sherbrooke City, Quebec08.1987
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Programs review
- New employees and team members coaching
- Tools and processes analysis and improvements
- Call control
- Order fulfillment
- Live chat support
- Sales Techniques and strategies
- Relationship building
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Senior Customer Service Representative and Junior KYC Analyst
Tru Universe
03.2017 - Current
Customer Relations Specialist (7 months contract)
Honda Canada Inc.
06.2016 - 12.2016
Part-Time(Weekend) Residential Real Estate Agent
Self- Employer
03.2015 - 12.2020
Senior Customer Service Representative
Sun Life Financial of Canada
11.2005 - 08.2013
Customer Relation Specialist
Datawave Services Canada
01.2003 - 08.2005
Diplôme (2è cycle) - économie et gestion des coopératives
Université de Sherbrooke
Attestation d’études collégiales - courtage immobilier
Collège de Maisonneuve
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