DIVINE NKUMA
Gatineau
Summary
Detail-oriented support analyst with strong technical troubleshooting and system documentation skills. Proven track record in issue resolution and training delivery, ready to enhance customer success through effective problem-solving and CRM software utilization.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Bilingual Customer Success – Support Analyst
Telus Digital
Gatineau
02.2025 - 11.2025
- Provided technical support for internal teams and customer inquiries.
- Analyzed user issues and escalated complex problems to senior staff.
- Documented procedures and created knowledge base articles for common issues.
Bilingual Technical Support Representative
Canada Life
Gatineau
01.2024 - 01.2025
- Provided bilingual support to clients via phone and email channels.
- Troubleshot technical issues for clients using company software and systems.
- Documented client interactions and resolutions in the customer relationship management system.
- Maintained accurate records of customer interactions in the company's ticketing system.
- Conducted follow-up calls with customers to ensure satisfactory resolution of their issues.
- Escalated unresolved cases to senior technical staff when necessary.
- Performed remote troubleshooting activities when required.
- Conducted training sessions for new hires on technical support procedures.
Clinical Support Coordinator
Teladoc Health
Gatineau
04.2021 - 12.2023
- Coordinated patient appointments and managed scheduling for telehealth consultations.
- Assisted healthcare providers with patient inquiries and resolved technical issues.
- Maintained accurate patient records in the electronic health record system.
- Trained new staff on operational procedures and telehealth platform usage.
- Collaborated with multidisciplinary teams to enhance patient care delivery processes.
- Performed data entry into electronic health record systems.
- Organized and maintained patient records in accordance with HIPAA regulations.
- Verified patient eligibility and benefits coverage with insurance companies.
Bilingual Customer Service Representative
Thermo Fisher Scientific
Gatineau
09.2020 - 03.2021
- Assisted customers in both English and French via email to resolve inquiries.
- Educated customers on product features and benefits effectively.
- Processed orders and managed returns using company software systems.
- Collaborated with team members to improve customer service workflows.
- Handled escalated complaints with professionalism and empathy.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Adhered to company policies and procedures regarding customer service standards.
Bilingual Customer Service Representative
Emerge BPO
Gatineau
10.2018 - 09.2020
- Assisted customers in both English and French to process orders and manage returns.
- Handled escalated complaints with professionalism and empathy.
- Displayed patience and understanding when dealing with difficult situations.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
Education
Bachelor of Arts - French Language And Literature
York University
Toronto 09.2019 - 06.2024
Skills
- Technical troubleshooting
- System documentation
- CRM software usage
- Remote support
- Software knowledge
- Support ticketing systems
- Training delivery
- Scheduling coordination
- Data entry accuracy
- Telehealth technology
- Issue resolution
Languages
French
First Language
English
Proficient (C2)
C2
Timeline
Bilingual Customer Success – Support Analyst
Telus Digital
02.2025 - 11.2025
Bilingual Technical Support Representative
Canada Life
01.2024 - 01.2025
Clinical Support Coordinator
Teladoc Health
04.2021 - 12.2023
Bilingual Customer Service Representative
Thermo Fisher Scientific
09.2020 - 03.2021
Bachelor of Arts - French Language And Literature
York University
09.2019 - 06.2024
Bilingual Customer Service Representative
Emerge BPO
10.2018 - 09.2020