Carlene Mahoro
Etobicoke,ON
Summary
Adept at navigating complex customer inquiries, I leveraged my bilingual capabilities at Scotiabank to enhance client satisfaction and streamline banking processes. My problem-solving skills and attention to detail led to a significant improvement in service delivery efficiency. Collaborating closely with teams, I consistently achieved and surpassed customer relations goals.
Overview
6
6
years of professional experience
Work History
Bilingual Customer Care Advisor
Scotiabank
07.2024 - 10.2024
- Provide bilingual customer service, assisting clients with day-to-day banking inquiries, including account management, transactions, and online banking support
- Handle loan-related inquiries, explaining loan options, payment schedules, and resolving customer concerns
- Manage a high volume of customer calls, ensuring accurate and detailed notes are maintained in customer accounts
- Communicate clearly in both English and French, helping a diverse range of clients with their banking needs
- Offer solutions and advice on Scotiabank products and services, tailoring recommendations to meet customer financial goals
Bilingual Customer Service Representative
Bravo Learning Inc
06.2023 - 06.2024
- Gained customer trust by providing knowledgeable and accurate information in both English and French
- Assisted customers with French-language inquiries in a timely and professional manner
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Bilingual Customer Service Representative
Leo Burundi
03.2021 - 05.2023
- Gained customer trust by providing knowledgeable and accurate information in both English and French
- Assisted customers with French-language inquiries in a timely and professional manner
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Customer Service Representative
Atelier Chez Maman Clairia
04.2019 - 02.2021
- Provide bilingual customer service, assisting clients with day-to-day banking inquiries, including account management, transactions, and online banking support
- Handle loan-related inquiries, explaining loan options, payment schedules, and resolving customer concerns
- Manage a high volume of customer calls, ensuring accurate and detailed notes are maintained in customer accounts
- Communicate clearly in both English and French, helping a diverse range of clients with their banking needs
- Offer solutions and advice on Scotiabank products and services, tailoring recommendations to meet customer financial goals
Education
ADVANCED DIPLOMA - BUSINESS ADMINISTRATION
Toronto School of Management
Toronto, ONDIPLOMA - BUSINESS
BIMS
BujumburaSkills
- Customer relations management
- Problem solving
- Teamwork
- Training
- Telephone etiquette
- Attention to detail
References
Alexis Mpfukamiyimana, Bravo Learning Inc, Customer Service Representative, (647) 889-5232, alexis@bravolearning.ca
Languages
English
French
Timeline
Bilingual Customer Care Advisor
Scotiabank
07.2024 - 10.2024
Bilingual Customer Service Representative
Bravo Learning Inc
06.2023 - 06.2024
Bilingual Customer Service Representative
Leo Burundi
03.2021 - 05.2023
Customer Service Representative
Atelier Chez Maman Clairia
04.2019 - 02.2021
ADVANCED DIPLOMA - BUSINESS ADMINISTRATION
Toronto School of Management
DIPLOMA - BUSINESS
BIMS
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