Darylle Tangala
Etobicoke,Canada
Summary
Dynamic Bilingual Customer Service Representative with 5 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in French. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Upbeat and positive team individual with a good understanding of business operations and a forward-thinking mentality.
Overview
5
5
years of professional experience
Work History
Bilingual Claims Representative
Intact Financial
Toronto, ON
03.2023 - Current
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Reviewed documentation and accounts to gain full picture.
- flexible in job asI covered Many groups around Canada while staying efficient
- Ability to learn and respond positively to feedbacks
- Assisted claimants, providers and clients with questions regarding their coverages and premiums
- Forwarded claims to Technical team or Manager for further investigation
- Analysis complex claims in other to make decisions on next action required
- Collaborated with fellow team members to manage large volume of calls
- Checked, paid attention to documentation for appropriate coding, catching errors and making revisions.
- Kind and well spoken to Members demonstrating core values of the organization.
- Part of the Group Benefit engagement committee
Business Analyst Intern
Agile Solution
Toronto, ON
03.2024 - 09.2024
- Conducted detailed financial and business analysis to support the development of growth strategies for diverse clients.
- Identified key performance indicators (KPIs) and developed dashboards to monitor business performance.
- Assisted in the preparation of business cases, project plans, and cost-benefit analyses for new ventures and process improvements.
- Assisted in developing customer service processes that improved customer satisfaction ratings by 20%.
- Prepared reports summarizing findings from research activities into potential new products or services.
- Designed surveys to collect feedback from customers on product features and usage patterns.
Bilingual Customer Service Representative
Concentrix
10.2022 - 01.2023
- Handel inbound and outbound calls.
- Handel customers orders and make sure they were satisfied
- Redirecting customers to the right department to make sure their queries were handel
- Met all call quality standards and daily quotas for first-call resolution.
- Contacting clients through calls and emails to make sure they receive their order and gather customer feedback.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Paid attention to details on each file as to make suggestions on potential upgrades
Customer Associate
Logement Du Cameroun
Cameroon, Dla.
01.2022 - 08.2022
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Prioritizing studies and work while maintaining effectiveness
- Negotiating with customers on the best price for their buildings
- Hosted meetings to discuss customer needs and expectations
Telemarketing Sales Representative
Green Solar
Mauritius Island
07.2021 - 12.2021
- Utilized sales techniques to build customer interest and close sales.
- Collaborated with marketing teams to develop and execute promotional strategies.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Followed up on inquiries from potential customers in a timely manner.
- Monitored competitors' activities in order to stay ahead of the competition.
Bilingual Customer Service Representative
Yihai Smart City
Mauritius Island
09.2019 - 04.2021
- Managing large amounts of incoming phone calls
- Built sustainable relationship with my customers and made sure that they were comfortable and satisfied.
- Engaged with customers to ease communication and follow up to ensure solutions.
- Using the right methods and tools to ensure that as the customer service representative am able to represent the company and customers.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Monitored incoming emails from customers seeking support or advice.
- Practiced advanced foreign-language abilities to support customers' needs.
Education
Certification - Product Management
Pendo
10-2024
Certification - Agile Project Management With Jira Cloud
Linkedln Learning
08-2024
Certification - Business Analysis: Essential Tools And Techniques
Linkedln Learning
07-2024
Bachelor of Arts - Advertising Public Relations And Branding
Middlesex University
Mauritius Island08-2022
High School Diploma -
Presbyterian College Bafut
Cameroon07.2019
Chartered Insurance Professional (CIP) - Insurance Management
Insurance Institute of Canada
Skills
- B2B Service
- Information Updates
- CRM Systems
- Service Recommendations
- Time Management
- Critical and analytical Skills
- Bilingual in English and french
- Communication and interpersonal Skills
- File Management
- Problem-Solving
- Attention to details
- Negotiation skills
- Communication and interpersonal Skills
- Good computer skills; Microsoft Word and Excel, Outlook and Powerpoint,Tableau,Asana,Miro
- Business Strategy & Planning
- Market Research & Competitive Analysis
- Operational Efficiency Optimization
- Stakeholder Management
- Risk Management & Compliance
- Change Management & Process Improvement
- Strategic Partnerships & Alliances
- Data-Driven Decision Making
Languages
English
First Language
French
Intermediate (B1)
B1
Timeline
Business Analyst Intern
Agile Solution
03.2024 - 09.2024
Bilingual Claims Representative
Intact Financial
03.2023 - Current
Bilingual Customer Service Representative
Concentrix
10.2022 - 01.2023
Customer Associate
Logement Du Cameroun
01.2022 - 08.2022
Telemarketing Sales Representative
Green Solar
07.2021 - 12.2021
Bilingual Customer Service Representative
Yihai Smart City
09.2019 - 04.2021
Bachelor of Arts - Advertising Public Relations And Branding
Middlesex University
High School Diploma -
Presbyterian College Bafut
Certification - Product Management
Pendo
Certification - Agile Project Management With Jira Cloud
Linkedln Learning
Certification - Business Analysis: Essential Tools And Techniques
Linkedln Learning
Chartered Insurance Professional (CIP) - Insurance Management
Insurance Institute of Canada
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