Cindy Leslie Kemta Kwamou
Ottawa,Ontario
Summary
Experienced and detail-oriented professional with over 7 years in case management and client operations, known for enhancing operational efficiency and delivering exceptional client service. Passionate about mentoring and coaching, I aim to make a meaningful impact in the career development field.
Overview
9
9
years of professional experience
Work History
Client Operations Officer
CMHC
08.2019 - Current
- Served as a primary point of contact, resolving urgent client inquiries through various communications channels ensuring a 85% client resolution.
- Developed and delivered training programs for new staff on federal housing regulations, improving team knowledge and compliance by 40% over a period of 14 months.
- Analyzed program guidelines to determine client eligibility, ensuring compliance with policies.
- Recorded program data and generated diverse reports for team presentations using Power BI, enhancing data visualization and decision-making processes.
- Established positive and effective communication among organization leadership and stakeholders , reducing miscommunications, and missed deadlines.
Case manager
Royal Bank Of Canada
08.2017 - 08.2019
- Streamlined claim processing workflows through my contributions to the development of an enhanced AS400 system, which significantly reduced handling times by 20% over a period of three months.
- Developed strategies to increase customer retention by 15% through proactive engagement and resolution
- Provided support in recruitment processes, including candidate interviews and onboarding which contributed to Improved overall team performance based on KPI Scores .
- Established partnerships with service providers internationally , increasing access to essential resources for clients and improving service delivery times by 30%.
- Successfully managed a diverse caseload by utilizing strong organizational skills and effective time management resulting in positive customer reviews.
Executive assistant
Mouvassur
01.2016 - 01.2017
- Managed client follow-up systems, increasing client retention by 15% over six months.
- Improved document management and accessibility by creating a centralized digital CRM system, which reduced paper waste significantly and enhanced client confidentiality by 100% within just one month.
- Enhanced client satisfaction by 15% over a period of a year by adding personalized greetings to all client email communication templates.
- Assisted with resume screening, interviewing and training new employees .
Education
Post Graduate Certificate - Career Development Professional
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2025
Post Graduate Certificate - International School Counsellor
Principal's Training Center
Miami 08.2025
Post Graduate Diploma - Event Management
Centennial College of Applied Arts And Technology
Scarborough, ON08.2024
Masters degree - Organizational leadership and Human resources management
University of Law Business School
London , England01.2020
Bachelor of Arts - communications and politics
University of Ottawa
Ottawa, ON06.2017
Skills
- Problem-solving skills
- Community Collaboration
- Critical Thinking
- Verbal and written communication
- Technical skills
- Relationship Building
- Multicultural Competence
- Program Development
- Time Management
- Case Management
- Coaching
Languages
French
Native or Bilingual
English
Native or Bilingual
Affiliations
- Chartered Management Institute
www.linkedin.com/in/cindy-kemta-518335172
Timeline
Client Operations Officer
CMHC
08.2019 - Current
Case manager
Royal Bank Of Canada
08.2017 - 08.2019
Executive assistant
Mouvassur
01.2016 - 01.2017
Post Graduate Certificate - Career Development Professional
Conestoga College Institute of Technology And Advanced Learning
Post Graduate Certificate - International School Counsellor
Principal's Training Center
Post Graduate Diploma - Event Management
Centennial College of Applied Arts And Technology
Masters degree - Organizational leadership and Human resources management
University of Law Business School
Bachelor of Arts - communications and politics
University of Ottawa
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