EMERY NESTA MANZI
TORONTO,Canada
Summary
Organized customer service specialist with 4+ years of experience completing projects by leveraging top-notch prioritization and multitasking skills. Gained valuable leadership experience while supporting others in skill development as a mentor. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Emergency Services Representative
Concentrix
01.2024 - Current
- Served as a mentor, providing guidance and support to peers/new team members to foster professional growth and improve team performance.
- Promptly receive, process and document Fire, Police and Medical emergencies through specialized CAD software.
- Trained, certified, and up to date in EMD, EFD, and EPD through the IAED.
- Provide the highest level of service to individuals in an emergency and highly distressed state all while maintaining the user's confidentiality.
- Provide emergency services using multiple languages (French, English).
- Analyze the emergency and accurately relay information with attention to detail, while simultaneously operating multiple communication tools.
- Interacted with Public Safety Answering Points, while delivering key information from reporting parties; while obtaining and relaying critical information from multiple emergencies.
Bilingual French Customer Service Representative
Securian Financial
04.2025 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled inquiries regarding insurance claims, policy information, and general account management
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained accurate records and documentation for all customer interactions.
Customer Service Representative
MTN Rwanda Headquarters
11.2021 - 08.2023
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Provided solutions, recommendations, and replacements, using empathetic approach and demeanors.
- Combined active listening skills, prepared scripts, and personal communication expertise to determine best solution(s) for each caller.
- Trained and developed new team members on customer service initiatives and operational procedures.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Emergency Customer Service Representative
Allianz
01.2021 - 10.2021
- Emergency Assistance department (EA) of the medical part, handling inbound calls helping CX in finding urgent cares, and hospitals during their travel in case of an emergency.
- Handle all telephone calls efficiently and in a professional manner.
- Follow all established procedures, regulations, and guidelines.
- Prepare and distribute reports internally and to external parties as required.
Education
BBA - Business Administration
University of Kigali
Kigali, RwandaSkills
- Mentorship roles provided opportunities to lead, coach, and influence positive development in others while strengthening my own leadership and communication skills
- Highly fluent in both French and English – written and verbal and demonstrated strong communication skills in both languages throughout screening process
- Demonstrated great customer service skills and knowledge during screening process
- Trained and supported new hires to ensure smooth onboarding and team integration
- Has previous phone-based customer service experience
- Strong customer focus and good communication skills
- Telecommunicator
- Effective communication
- Adaptability and flexibility
- Thrives in high-pressure environments while maintaining focus and delivering quality results
- Active member of the Wellbeing Committee, promoting a positive and healthy workplace culture
- Available to interview and start working ASAP
Certification
- Emergency Fire Dispatcher Certification (EFD)
- Emergency Medical Dispatcher (EMD)
- Emergency Police Dispatcher Certification (EPD)
- Emergency Telecommunicator Certification (ETC)
- CPR & AED
LANGUAGES
English Fluent
French Fluent
Timeline
Bilingual French Customer Service Representative
Securian Financial
04.2025 - 07.2025
Emergency Services Representative
Concentrix
01.2024 - Current
Customer Service Representative
MTN Rwanda Headquarters
11.2021 - 08.2023
Emergency Customer Service Representative
Allianz
01.2021 - 10.2021
BBA - Business Administration
University of Kigali
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