Cecile Tshibungu
Toronto,Canada
Summary
Dynamic customer service professional with a proven track record of delivering exceptional service and enhancing customer experiences. Recognized for adaptability, strong problem-solving abilities, and effective interactions, consistently fostering loyalty through personalized solutions. Fluent in English and conversational in French, equipped with excellent oral and written communication skills, as well as active listening and analytical problem-solving expertise. Committed to contributing knowledge that values high-quality customer service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service ( BILINGUAL- EN/FR)
Vision Africana
11.2024 - Current
- Responded to client questions and issues regarding office services and IT support.
- Processed transactions within acceptable service-level parameters.
- Provided customer service solutions and implemented corrective measures.
- Mentored new recruits and reviewed calls to ensure quality standards.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Representative – Group Benefits
Sun Life Financial
03.2023 - 10.2024
- Provided frontline support for group benefits clients, assisting with inquiries on dental, medical, and life insurance coverage.
- Advanced through specialized teams showcasing adaptability and quick learning.
- Explained complex insurance policies in clear, client-friendly terms, improving customer satisfaction.
- Resolved escalated issues with empathy and efficiency, maintaining client retention and loyalty.
- Collaborated with cross-functional teams to streamline service delivery and improve efficiency.
- Consistently exceeded performance metrics for call quality, customer satisfaction, and case resolution.
- Guided clients through benefits enrollment, claims, and policy changes with accuracy and empathy.
- Trained new team members on call handling procedures and benefits systems, improving onboarding efficiency.
- Managed a high daily call volume while maintaining top-tier client satisfaction scores.
- Introduced and responded to customer requests for products, services, and company information.
Customer Service Representative ( BILINGUAL-EN/FR)
Neolore Networks
04.2022 - 02.2023
- Handled inquiries and complaints from customers seeking office services and IT support.
- Managed client/company tickets through multiple channels including dispatch portal, email, phone, and voicemail.
- Monitored technicians' schedules, tickets, meetings, and site appearances.
- Mentored new recruits, providing basic training and daily call reviews.
- Prioritized and escalated IT service tickets, ensuring critical issues were resolved within SLA timelines.
- Built strong client relationships by providing consistent follow-ups and status updates on technical requests.
- Assisted with scheduling technicians and dispatching support, reducing downtime for client operations.
- Documented customer interactions in detail, improving knowledge sharing and resolution accuracy.
- Recognized for consistently exceeding client satisfaction ratings in post-service surveys.
Childcare Assistant
Oasis Daycare
10.2021 - 03.2022
Sales Associate
Best Buy
10.2019 - 03.2020
Sales Associate, Key Holder/Assistant Manager
Nine West
05.2017 - 08.2018
Education
Bachelor of Arts - Psychology
Lakehead University
Thunder Bay, ON01.2021
High School Diploma -
Francis Libermann
Toronto, ON06-2016
Skills
- Exceptional passion and determination for high-quality service
- Effective communication and organizational skills
- Team motivator, problem solver, and fast learner
- Client interaction skills developed through extensive customer service experience
- Ability to work independently and collaboratively
- Fluent in English with intermediate in French
- Complaint resolution
- Scheduling
- Staff training
Languages
English
French
Certification
- FIRST AID & CPR LEVEL C/AED, RED CROSS - DECEMBER 2021
Interests
- Volleyball
- Travel
- Gym/Pilates/Yoga
- Learning new cooking techniques and expanding my culinary skills
Timeline
Customer Service ( BILINGUAL- EN/FR)
Vision Africana
11.2024 - Current
Customer Service Representative – Group Benefits
Sun Life Financial
03.2023 - 10.2024
Customer Service Representative ( BILINGUAL-EN/FR)
Neolore Networks
04.2022 - 02.2023
Childcare Assistant
Oasis Daycare
10.2021 - 03.2022
Sales Associate
Best Buy
10.2019 - 03.2020
Sales Associate, Key Holder/Assistant Manager
Nine West
05.2017 - 08.2018
High School Diploma -
Francis Libermann
Bachelor of Arts - Psychology
Lakehead University