Summary
Overview
Work History
Education
Skills
Timeline
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Emery Mizero Nkunzuwimye

Repentigny,QC

Summary

Dynamic Bilingual Customer Service Representative with 6 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native French speaker and fluent English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.

Overview

6
6
years of professional experience

Work History

Customer Success Manager

Suzy Shier Inc
12.2022 - 09.2023
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Technical Support Agent

Payfacto
09.2021 - 01.2022
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved 20 technical support inquiries per day.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Bilingual Customer Service Agent

Sterling Check
09.2019 - 09.2020
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and French-speaking customers.
  • Achieved and maintained departmental performance standards.
  • Updated and maintained information in customer accounts.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Effective liaison between customers and internal departments.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Answered up to 25 calls per day in busy, fast-paced office for both English and French-speaking customers

Roadside Assistance Agent - Overnight Shift

AXA Assistance
03.2018 - 09.2018
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Optimized customer support by establishing collaborative service environment.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Communicated professionally with colleagues, freelancers and clients.
  • Recorded actions taken and issues resolved to effectively manage customer accounts.

Bilingual Customer Service Agent

AST
09.2017 - 03.2018
  • Helped improve customer satisfaction by translating customer paperwork and company documentation.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Performed support ticket transaction resolution tasks and administrative functions.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Effective liaison between customers and internal departments.
  • Maintained up-to-date knowledge of product and service changes.

Education

AEC - Computer Networking And Technical Support

Montreal College of Information Technology
Montreal, QC
09.2020

Technical College Degree - Civil Engineering

Dawson College
Montreal, QC
05.2015

Skills

  • Defect Analysis and Resolution
  • Technical Troubleshooting
  • Organizational Skills
  • Problem Solving
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Understanding Customer Needs

Timeline

Customer Success Manager

Suzy Shier Inc
12.2022 - 09.2023

Technical Support Agent

Payfacto
09.2021 - 01.2022

Bilingual Customer Service Agent

Sterling Check
09.2019 - 09.2020

Roadside Assistance Agent - Overnight Shift

AXA Assistance
03.2018 - 09.2018

Bilingual Customer Service Agent

AST
09.2017 - 03.2018

AEC - Computer Networking And Technical Support

Montreal College of Information Technology

Technical College Degree - Civil Engineering

Dawson College

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Emery Mizero Nkunzuwimye