Gracia Kibinda
Barrie,ON
Summary
Detail-oriented professional with a post-baccalaureate diploma and hands-on experience in analytical problem-solving within corporate environments. Excels in translating complex data into actionable insights that enhance business decision-making. Seeking to leverage skills in finance or accounting roles to drive performance and profitability.
Overview
10
10
years of professional experience
Work History
Bilingual Senior Consumer Communications Represent
Smucker Foods of Canada Corp.
Markham, Ontario
01.2018 - Current
- Provide consumer support across phone, email, chat, and social media channels, handling a high volume of contacts while ensuring accuracy, consistency, and sound judgment.
- Investigate and document product‑related issues, service concerns, and inquiries, ensuring appropriate resolution and accurate documentation for internal review.
- Monitor consumer feedback and complaints across paid and organic social media channels, identifying issues that may impact brand perception, campaign effectiveness, or customer experience.
- Identify recurring themes, emerging trends, and potential risks in consumer feedback, summarizing key insights and escalating them to team leads to support cross‑functional review.
- Flag problematic consumer interactions and escalate to Social Leads and relevant brand teams to support timely assessment and corrective action.
- Anticipate potential consumer inquiries or negative reactions related to new campaigns, launches, or brand changes by identifying early patterns in social and consumer feedback.
- Act as Canada Subject Matter Expert (SME) by staying current on brand launches, discontinuations, formulation updates, and other changes, and maintaining accurate updates within the knowledge management database.
- Serve as a point of reference for representatives by supporting escalations and providing guidance on complex or sensitive consumer interactions.
- Share recurring consumer issues and trends with leadership to support internal discussions with teams such as Marketing, Quality Assurance and R&D.
Bilingual Tele-Interviewer
Dynacare Insurance Solutions
09.2015 - 12.2017
- Conducted structured tele‑interviews with insurance applicants in English and French, collecting accurate and complete information used in underwriting and risk assessment.
- Applied strong working knowledge of medical terminology and medical impairments to ensure clarity, consistency, and accuracy of collected information.
- Performed detailed data entry of interview responses into internal systems, ensuring accuracy, consistency, and adherence to quality and compliance standards.
Education
Post-Baccalaureate Diploma - Accounting
Carleton University
Ottawa, Ontario06.2025
Bachelor of Arts - Criminology & French
University of Toronto
Toronto06.2017
Skills
- Business Reporting
- Insight Generation
- Risk Identification and Issue Escalation
- Cross‑Functional Collaboration
- Fluent in French & English
- Strong Analytical & Communication Skills
- Microsoft Office (Excel, PowerPoint, etc)
- Issue Prioritization
- Team-oriented with the ability to work independently and efficiently
- Academic Knowledge of Corporate Accounting Principles
Timeline
Bilingual Senior Consumer Communications Represent
Smucker Foods of Canada Corp.
01.2018 - Current
Bilingual Tele-Interviewer
Dynacare Insurance Solutions
09.2015 - 12.2017
Post-Baccalaureate Diploma - Accounting
Carleton University
Bachelor of Arts - Criminology & French
University of Toronto