Gilbert Zawadi Macumu
Summary
As a driven and adaptable professional with a Bachelor's degree in Biotechnology and extensive experience in customer service, I combine technical expertise with a strong commitment to delivering exceptional client experiences. My academic background in biotechnology has provided me with a solid foundation in scientific principles, research, and problem-solving, while my hands-on customer service experience has honed my communication, interpersonal, and conflict resolution skills.
I am passionate about leveraging my knowledge of life sciences to help businesses and individuals solve problems, whether it's through explaining complex concepts in a simple and accessible way or ensuring that clients receive the highest level of support and satisfaction. I thrive in dynamic, fast-paced environments and enjoy building meaningful relationships that foster trust and loyalty.
With a keen eye for detail and a deep commitment to continuous improvement, I am always looking for opportunities to apply my technical expertise in new and impactful ways. I'm eager to bring my unique blend of scientific knowledge and customer-focused mindset to a role where I can make a tangible difference.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Specialist, Sales and Customer Service
Intact Financial Corporation
12.2023 - Current
- Quoting and Selling auto and home insurance
- Identifying opportunities to sell and cross-sell additional lines of business
- Creating a trusting environment that fosters referrals, new sales opportunities, and retention of existing business
- Actively owned and resolved all customer inquiries, while ensuring the customers efforts are minimized
- Accurately processing account changes when required, maintaining complete customer documentation, preparing correspondence, and documenting files
Branch Manager
H&R Block Canada
01.2023 - 12.2023
- Led and supervised a team of tax professionals, fostering a collaborative and high-performing work environment
- Developed and implemented client retention strategies aligned with company goals, resulting improved employee satisfaction and retention and client satisfaction
- Managed employee relations and conflict resolution, addressing concerns and maintaining a positive workplace atmosphere
- Managed the office supplies to ensure smooth operation and productivity
Mortgage Specialist Officer
MCAP Mortgage Financial Corporation
01.2022 - 09.2022
- Advising clients on mortgage options and financial strategies
- Ensuring clear communication and transparency with customers
- Staying up to date with market trends, interest rate fluctuations, and regulatory changes to provide clients with accurate and timely information
- Utilizing CRM software to track client interactions, document requirements, and manage a pipeline of clients, streamlining workflow and maximizing efficiency
Customer Relations Representative
Curion Dental
01.2020 - 12.2021
- Managing customer relationships by serving as the primary point of contact for inquiries, processing orders and resolving customer issues
- Effectively communicating product information, pricing details and promotions to clients
- Conducting regular follow-up calls and emails to ensure customer satisfaction, address clients' concerns, and gather feedback for continuous improvement
- Managing client accounts, ensuring accurate record-keeping, orders tracking and timely follow-up
Sales and Customer Representative
Teleperformance Montreal
01.2018 - 05.2019
- Advising to potential customers the features, benefits and value propositions of Enterprise, National and Alamo vehicles
- Conducting thorough needs assessments with customers to understand their preferences, requirements, and budget constraints and tailoring vehicle recommendations accordingly
- Negotiating pricing, terms and financing options to ensure mutually beneficial agreements thus contributing to customer satisfaction and closing deals
- Exhibiting exceptional customer service skills to address customer concerns and provides solutions
President of Rwanda University Club of Conservation of Biodiversity
09.2012 - 08.2014
- Coordinate the club's activities
- Applying for funds to run different club's activities
- Searching and maintaining partnership with global environment organization
- Resolve and prevent conflicts among club members
- Allocate funds for the club's activities after consulting with the club's committee
- Maintain and promote the club's partnership with the local population
Education
Bachelor of Biotechnology -
University of Rwanda
Skills
- Project management
- Data analysis
- Problem solving
- Team collaboration
Languages
English
Full Professional
French
Full Professional
Certification
Other Than Life Insurance certificate.
Interests
I love being in the nature, mostly hiking and watching beautiful lakes and watersheds
I also like to go to the gym to take care of my body and relax
Timeline
Specialist, Sales and Customer Service
Intact Financial Corporation
12.2023 - Current
Branch Manager
H&R Block Canada
01.2023 - 12.2023
Mortgage Specialist Officer
MCAP Mortgage Financial Corporation
01.2022 - 09.2022
Customer Relations Representative
Curion Dental
01.2020 - 12.2021
Sales and Customer Representative
Teleperformance Montreal
01.2018 - 05.2019
President of Rwanda University Club of Conservation of Biodiversity
09.2012 - 08.2014
Bachelor of Biotechnology -
University of Rwanda