Hi, I’m
Fabio Murunga
London-Toronto ,Ontatio
Summary
Dynamic Customer Service Representative with a strong leadership background from Canadian Imperial Bank of Commerce. Bilingual and adept at fraud investigations, I excel in problem-solving and fostering team collaboration. Proven ability to enhance customer relations while managing high-volume inquiries, ensuring satisfaction and operational efficiency.
Overview
11
years of professional experience
Work History
Canadian Imperial Bank of Commerce
Customer Service Representative
Job overview
- Responsible for answering high volume of inbound calls and assisting customers with their needs
- Confirmed caller ID and gave status updates regarding their applications
- Responsible for managing customer relations and followed company policies
- Responded to new customers and set up new accounts
- Provided excellent customer service by answering customers' questions and concerns regarding their Credit card or applications
- Showed costumers empathy and compaction
- Used problem solving skills to assist customers
Millennium One Solutions NTT
Manager
03.2020 - Current
Job overview
- Manager of group of over 30 people
- Manage daily needs
- Coach agents for best performance
- Train new employees
- Supporting and maintaining a productive relationship with clients and team members
- Investigate fraud across multiple systems
- Investigate fraudulent accounts
- Investigate fraudulent activity
- Gatekeeper of applications
- Investigation of potential qualified accounts
GDI Rideau
Custodian
03.2020 - 09.2020
Job overview
- Find my tasks for the shift and get all supplies that I will need
- Moping, Sweeping, Dusting, Sanitizing
- Responsible of an automated sweeper
Taurus Stamping
Warehouse Laborer (contract)
02.2019 - 10.2019
Job overview
- Constructed multiple different shapes and tolls for trains
- Adapted to multiple different stamping machines
- Examined each machine to make sure that the parts made from the machine were exactly as the customer requested
- Responsible for organizing and sorting train parts and labelling and shipping
Canada Life
Customer Service Representative (contract)
12.2018 - 05.2019
Job overview
- Responsible for answering high volume of inbound calls and assisted customers with their claims
- Confirmed caller ID and gave status updates regarding their claims
- Responsible for managing customer relations and followed company policies
- Responded to new customers and set up new accounts
- Provided excellent customer service by answering customers questions and concerns regarding their life, and home insurance
- Showed costumers empathy and compaction
- Used problem solving skills to assist customers
Forest Cliff Camp
Camp Counsellor
06.2017 - 08.2018
Job overview
- Responsible for campers ages 12-30’s with physical and mental disabilities
- Created a plan of activities that promoted and developed campers, physical and mental needs
- Helped with the personal needs; bathing, brushing teeth etc
- Assisted campers integrate into other campers
- Demonstrated empathy, advocacy and professionalism
- Gave updates to senior staff and parents
Armored Shield Roofing
Laborer (Seasonal)
08.2017 - 12.2017
Job overview
- Worked in a team of 4, and completed residential roofing
- Followed safety standards and certified working from heights and WHMIS
- Responsible for setting up all the tools and all the safety equipment including ropes, hammers, sealing tape, and shingles
- Removed old shingles and clearing the shingles
- Used time management skills to ensure roofs were completed in a timely manner for customers
Alliance Inc
Customer Service Representative
01.2016 - 12.2016
Job overview
- Responsible for inbound calls regarding roadside assistance
- Offered excellent customer service to clients requiring roadside assistance and financial support
- Tasks entailed telephone communication, administrative paperwork, and supporting clients in accessing their personal banking information
Open Door Christian Fellowship
Youth Leader (Volunteer)
01.2009 - 12.2016
Job overview
- Helped to organize and to lead a youth group for ages 13-18 on behalf of the church
- Assisted with the planning and organization of activities for the youth group
- Attended leadership training and learned to facilitate team building exercises
Brose
Factory Production (Contract)
01.2015 - 12.2015
Job overview
- Performed in a manual labour position on an assembly line building automotive door parts
- Worked in a team setting as well as independently, applying problem-solving and critical thinking skills in a fast-paced and demanding working environment
Jeff Fields Electrical
Laborer (Contract)
01.2014 - 12.2014
Job overview
- Responsible for setting up tools that were need before the job started on commercial sites
- Kept work area clean and clear of debris
- Drilled holes were the wires would be brought through
Christian Horizon Summer Camp
Camp Counsellor
01.2009 - 01.2010
Job overview
- Worked with children and adults with disabilities, supporting them with specific needs such as toileting, bathing, and participating in the various camp games and activities
- Provided leadership to ensure a positive, fun and safe experience for all guests
Skills
Strong leadership background, having managed teams of 30 employees
Bilingual in English and French
Collaborative team player with the ability to work independently when needed
Excellent written and verbal communication skills
Strong problem-solving abilities and a proactive approach to challenges
Comfortable asking questions and seeking clarity to improve performance
Proficient in:
Fraud investigations for credit cards & accounts
Excel & Microsoft Office Suite
FDWC, FDR, Verint, ZOOT, WDE, AS400, Coins
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Manager
Millennium One Solutions NTT
03.2020 - Current
Custodian
GDI Rideau
03.2020 - 09.2020
Warehouse Laborer (contract)
Taurus Stamping
02.2019 - 10.2019
Customer Service Representative (contract)
Canada Life
12.2018 - 05.2019
Laborer (Seasonal)
Armored Shield Roofing
08.2017 - 12.2017
Camp Counsellor
Forest Cliff Camp
06.2017 - 08.2018
Customer Service Representative
Alliance Inc
01.2016 - 12.2016
Factory Production (Contract)
Brose
01.2015 - 12.2015
Laborer (Contract)
Jeff Fields Electrical
01.2014 - 12.2014
Youth Leader (Volunteer)
Open Door Christian Fellowship
01.2009 - 12.2016
Camp Counsellor
Christian Horizon Summer Camp
01.2009 - 01.2010
Customer Service Representative
Canadian Imperial Bank of Commerce
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