Colombe UWONKUNDA
Ottawa,ON
Summary
Communicative customer service professional, motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls, emails, chat and occasional outbound calls while maintaining good relationships with customers. Outstanding active listening and multitasking abilities. 4+ year call centre experience. Fluent in English and Kinyarwanda.
Overview
5
5
years of professional experience
Work History
Personal and Volunteer
Family and Friends
09.2022 - Current
- Provided informal English–Kinyarwanda interpretation for community members, family, and friends during appointments, immigration processes, and service interactions.
- Helped newcomers understand and complete official forms.
- Facilitated communication in situations involving healthcare, school, and public services.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person. During hearings, etc.
Fraud Service Advisor
PC Financial Bank(PC Matercard and PC Money)
05.2022 - Current
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Added/Removed account blocks.
- Replaced lost cards, disputed charges and gathered necessary information by asking probing questions to better assist in investigations.
- Did Outbound calls to customer's to verify their identity or verify suspicious activities.
- Served as primary contact for fraud claim inquiries.
- Made recommendations for closing accounts and performed associated follow-up.
Tier 1 CSR
PC Financial Bank(PC Matercard and PC Money)
05.2022 - 07.2022
- Updated card holder's personal information and advised them on how to use our self-serve options.
- Activated cards for customers.
- Unblocked and directed card holders on how to reset the PINs.
- Replaced broken and damaged cards.
- Assisted customers navigate the website and mobile app and assisted them sign up/ Log in.
- Transferred customer's to appropriate departments for further assistance.
- Reversed interests for card holder's if qualified.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Representative Tier 1& Tier 2
Millennium1solutions - Shoppers Drug Mart Online
10.2020 - 05.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with tracking orders, and provided them with tracking numbers.
- Set up and activated customer accounts.
- Refunded or reshipped returns, lost and missing orders.
- Reversed customers' pre-authorization holds when the order was cancelled or declined.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assisted customers with placing orders online and helped them with troubleshooting steps if needed.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
Bachelor of Arts - Economics With Concentration in Financial Economic
Carleton University
Ottawa, ON12-2028
Skills
- Fluent in English and Kinyarwanda (native proficiency)
- Clear, culturally sensitive communication
- Interpreting for family and community
- Professional phone and email etiquette
- Fast learner, detail-oriented
- Respect for confidentiality and client privacy
- Tech-literate (Zoom, Teams, email, online forms)
- Time management
- Teamwork and collaboration
- Problem-solving
- Organized and efficient
- Positive attitude
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Personal and Volunteer
Family and Friends
09.2022 - Current
Fraud Service Advisor
PC Financial Bank(PC Matercard and PC Money)
05.2022 - Current
Tier 1 CSR
PC Financial Bank(PC Matercard and PC Money)
05.2022 - 07.2022
Customer Service Representative Tier 1& Tier 2
Millennium1solutions - Shoppers Drug Mart Online
10.2020 - 05.2022
Bachelor of Arts - Economics With Concentration in Financial Economic
Carleton University