Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Frank Irakoze

Winnipeg,Manitoba

Summary

Customer service expert with experience in banking, telecommunications, and financial services. Skilled in client engagement, issue resolution, and promoting financial products. Strong track record in managing transactions, sensitive data, and achieving performance targets. Dedicated to delivering exceptional customer experiences and supporting team success.

Overview

5
5
years of professional experience

Work History

Credit card Advisor

Concentrix-Roger’s bank
  • Provided exceptional customer service: Engaged with bank customers and prospective clients, ensuring a positive experience while supporting the client's brand-building efforts
  • Problem-solving and promotion: Addressed and resolved customer inquiries and issues, while actively promoting the benefits of various card products to enhance customer satisfaction and loyalty
  • Conflict resolution and de-escalation: Skillfully managed and de-escalated customer complaints and emotional situations, utilizing the company's elevation process to meet customer needs effectively
  • Customer-focused decision-making: Consistently made decisions with a focus on enhancing the value of the card offerings, contributing to improved customer experiences and client retention
  • Delivered service with a smile: Maintained a positive and professional demeanor, ensuring that every customer interaction was handled with expertise and a friendly attitude.

Banking Advisor (Remediation officer) -remote

Royal Bank of Canada
07.2022 - 09.2023
  • Proactively engaged with customers through inbound and outbound channels to deliver an outstanding customer service experience, making every client interaction an exceptional one
  • Focused on client education and demonstration, leveraging technology to deliver a memorable client experience and retain business
  • Responded to client-initiated contact, assisting them with a full range of financial transactions in an immediate and timely matter
  • Actively listened and engaged clients in conversation to further understand their individual needs
  • Took ownership of resolving and preventing client banking problems
  • Contributed to team results by supporting all colleagues to be successful in meeting customer needs
  • Made over 80 outbound calls a day to remediate and capture consent for products.

PRA

Lifeline Canada
05.2022 - 05.2023
  • Communicated with customers in an inbound and outbound capacity with care and urgency
  • Assessed and prioritized customer needs (emergency vs non-emergency) and following appropriate protocols
  • Troubleshooted Lifeline equipment issues by conducting daily test calls with customers
  • Written and updated incident reports and customer files with accuracy and procession
  • Provided exceptional customer service showing compassion and care
  • Meet daily performance targets
  • Completed daily tasks and participate in ad-hoc activities assigned by Team Leads.

CSR

Xplornet Communications Inc
01.2022 - 03.2022
  • Provided an excellent customer experience by responding to customer calls in a courteous, knowledgeable and professional manner
  • Listened to customers and probing as appropriate to discover needs while fulfilling customer expectations in a way that also complies with policies, practices and procedures
  • Delivered general account, billing and technical support to our customers
  • Processed service orders
  • Maintained an accuracy of customer databases and information
  • Assisted with reporting and administration
  • Maintaining service levels and achieving business and performance goals and objectives for the company.

Teller

Caisse Financial Group
10.2020 - 08.2021
  • Greeted and welcomed members into the branch
  • Dealt with confidential information
  • Distributed new and replacement debit cards
  • Handled cash and cheques deposits
  • Printed and made bank drafts, Certified cheques, money orders and wire transfers for members
  • Would start the procedures for lending and Credit to be approved
  • Was in charge with night and day deposits
  • Helped members with troubleshoots and bugs on the website or the application
  • Balanced and loaded the ATMs
  • Assisted my colleagues with the internal accounts and reports
  • Closed members accounts
  • Made sure my till was balanced before closure.

Customer representative

24-7 InTouch
01.2019 - 06.2020
  • Helped users create their accounts, troubleshoot and bug issues via phone
  • Aided customers book, rebook reservations and experiences by emails and messages
  • Handled payment information as well as payments
  • Received employee of the week two times
  • Got trained professionally to handle conflict within users during and after bookings
  • Mediated both parties to come to an agreement or a fair solution
  • Was part of the resolution team in charge to solve cleanliness, review disputes, bed bugs cases.

Education

High school diploma (Graduated) -

Centre Scolaire Léo Rémillard
Winnipeg, MB
06.2018

Skills

  • Bilingual: English, French
  • Quick learner and reliable
  • Adaptable in any situations
  • Self-motivated
  • Work well in a team, as well as independently
  • Trained for conflict resolution and mediations

References

REFERENCES AVAILABLE UPON REQUEST

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Banking Advisor (Remediation officer) -remote

Royal Bank of Canada
07.2022 - 09.2023

PRA

Lifeline Canada
05.2022 - 05.2023

CSR

Xplornet Communications Inc
01.2022 - 03.2022

Teller

Caisse Financial Group
10.2020 - 08.2021

Customer representative

24-7 InTouch
01.2019 - 06.2020

Credit card Advisor

Concentrix-Roger’s bank

High school diploma (Graduated) -

Centre Scolaire Léo Rémillard

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