Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Benissa Marie Ndayishimiye

Calgary,Canada

Summary

I am looking for a full-time Business Analyst II (Bi-lingual Customer Experience Specialist). I am a dynamic professional with exceptional communication skills, a strong customer service orientation, and advanced time management and organizational abilities. Self-motivated, adaptable, and empathetic, with a passion for learning and creativity. Technically proficient, adept at multitasking, and skilled in problem-solving. I have over10 years of customer service experience in a fast paced and high-volume environment.

Overview

15
15
years of professional experience

Work History

Sales Representative

Telus
08.2021 - Current
  • Contacted new and existing customers to outline benefits of products
  • Monitored customer order process and addressed customer issues
  • Fostered relationships with customers to expand customer base and retain business
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
  • Demonstrated product features to align with customer needs
  • Provide technical troubleshooting for customers and educate them on the hardware and software use.
  • Log bugs and software issues for follow-up and resolution.
  • Master software used for transactions (HS3, QSM, MSS) and CRM systems (Salesforce, Zoho), efficiently
    tracking client interactions and maintaining accurate transaction records.

Bilingual Technical & Customer Support Agent

ADT Security Services
01.2018 - 01.2019
  • Exceeded daily productivity standards which included high call volume and appointment setting, clarifying client issues and implementing solutions
  • Supported customers with online billing, access and account issues
  • Processed credit card payments for orders and managed accounts receivables
  • Recommend improvements in the process and procedure
  • Proficiently and professionally responded to customer questions pertaining to trouble shooting any technical issues, orders, general inquiries, set up dates for equipment installation, etc

Bilingual Data Support

ADT Security Services
11.2016 - 11.2017
  • Processing of technician/installer requests for system activations using necessary applications and tools
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Assisted customers with various types of technical issues via email, live chat and telephone
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
  • Informed senior leadership of product development issues discovered via technical support calls with customers

Hostess & Server

Boston Pizza
01.2013 - 01.2015
  • Interacting with customers, taking orders and serving food and drinks
  • Assessing bar customers' needs and preferences and making recommendations
  • Handling customer complaints and issues in a calm manner
  • Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele

Event Coordinator

Conscience Global
01.2010 - 01.2014
  • Planned and coordinated fundraising events
  • Promoted the volunteer program through fliers, newsletters, and social media
  • Organizing events to attract new members
  • Maintained close communication with clients to mitigate service issues
  • Managing budgets and resources

Education

High School Diploma -

Ste Marguerite Bourgeoys High School
Calgary, AB
01.2014

Skills

  • Fully bilingual, fluent in both English and French
  • Quick learner with a strong ability to adapt to new challenges and environments
  • Dependable in delivering consistent results and following through on commitments
  • Fully bilingual, fluent in both English and French
  • Dedicated to delivering exceptional customer service with a strong work ethic
  • Excellent interpersonal skills, fostering effective collaboration and communication
  • Highly diligent with exceptional attention to detail
  • Proficient in memo preparation and accurate data entry
  • Strong skills in conflict resolution and critical thinking
  • Thrive in fast-paced, high-pressure, and multitasking environments
  • Outstanding verbal and written communication abilities
  • Consistently deliver high-quality, accurate work while maintaining productivity
  • Effective in both team-oriented and independent work settings

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Sales Representative

Telus
08.2021 - Current

Bilingual Technical & Customer Support Agent

ADT Security Services
01.2018 - 01.2019

Bilingual Data Support

ADT Security Services
11.2016 - 11.2017

Hostess & Server

Boston Pizza
01.2013 - 01.2015

Event Coordinator

Conscience Global
01.2010 - 01.2014

High School Diploma -

Ste Marguerite Bourgeoys High School

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Benissa Marie Ndayishimiye