Biselele Kalume

Experienced Bilingual Bank Advisor with a proven track record at Royal Bank of Canada (RBC), providing tailored financial solutions to clients in both French and English. Skilled in understanding customer needs and delivering effective banking solutions through various platforms and applications, including:

Sales Platform – Managed client interactions and sales processes efficiently.

Ebill – Assisted clients with electronic billing solutions.

DDA – Handled demand deposit account transactions accurately.

Iris – Navigated client information systems to provide accurate support.

CIS – Managed customer information securely and efficiently.

FTFX – Processed foreign exchange transactions.

UCC – Supported client communications and case handling.

OnDemand – Delivered real-time customer service.

WrapUp – Ensured proper documentation and follow-up after client interactions.

Strong communication skills, customer-focused approach, and ability to work in a fast-paced environment while maintaining high levels of accuracy and professionalism.

I do rate Bard's contents for both English and French respectively in terms of quality and contexts, assessing Google responses and providing the best and accurate information to Google users. Being professional and assertive, understanding the customer's needs and going the extra mile.

• Working from home for Nando's, handling customers queries by receiving inbound and making outbound calls, multitasking using systems like SMG, AnyDesk, live chats and emails, escalating issues to appropriate teams, checking on social media and sales about the company, reaching SLA and meeting targets.

• Working remotely for Bolt account, attending to both riders and drivers queries via Zendesk/Beehive chat and phone
• Speaking both English and French fluently
• Customers contacting us in-app helping them with their accounts payments, refunds, providing technical support, feedback, using Zendesk, Beehive, Outlook, Slack KB/Bolt Help, having weekly meetings via Microsoft Team
• Reaching SLA adhering to company's vision and goal.

• Providing technical support to customers from Canada In both French and English, taking calls using Ujet and Okta, emails and chats, using Zendesk, Agent Knowledge Base (AKB), Pizza, finding resolution for customer, checking customers information on the system and being the first point of contact, analysing the situation and come to a solution or escalating to Team leader and adhering to company's policies.

• Advising both drivers and passengers in English and French speaking countries, doing Appeals, Verification, Reviews and Modifications, using Freshdesk, Helpdesk applications, Jivo chat, Zadarma, voice platform calling customers and following their trips until arrivals, proceeding with payments, banning both bad drivers and passengers, providing the best customer service.

• Using system capturing tourists experience in South Africa from all over the world, asking them about how they feel and love about our country at Cape town airport, adhering to company's policy and SLA, reaching monthly targets.

• Working for Lenovo/IBM, receiving inbound calls and making outbound calls from both French and English speaking customers, multitasking different applications, running diagnostics logs, servers, replacing faulty parts by ordering through business partners, having weekly meetings with Datacentrix, Partserve and providing positive feedback about performance.