Ines Umuhoza
Longueuil,QC
Overview
4
4
years of professional experience
Work History
Customer Service Support(English/French)
Borden Ladner Gervains Firm (Remote)
11.2024 - 07.2025
- Provided multilingual support services in English and French for diverse client needs.
- Proven ability to take more than 40+ calls inbound and outbound with great customer service and through emails and microsoft teams. Providing support and successfully satisfying the users with great care and help.
- worked closely with business Firm peers and management emphasizing collaboration and joint effort to ensure that the needs and expectations of organizational stake holders,business partners,external customers,and third-party organizations are met and or exceeded, and knowledge transfer via documentation and training to business technology resources.
- Quickly responding to customer enquiries and concerns and making outbound calls escalating concerns and unresolved problems to the responsible queues and departments, taking ownership of problems and tracking them to a successful conclusion, raising and maintaining incident tickets and problem records.
- Ability to learn new applications and programs and assist and providing tutorials for newcomers to the latest applications and programs convey technical solutions in a clear and concise manner and producing documentation, and reports to a high standard.
Volunteer
The Church Of Jesus Christ Of Latter-day Saints
Longueuil, Quebec
05.2024 - 11.2024
- Communicated with staff members to stay informed about volunteer opportunities and events.
- Represented organization positively and professionally while providing community with much-needed services.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Improved literacy rates with weekly volunteer tutoring sessions.
- Kept case files updated, accurate and aligned with requirements.
- Supported clients through development of new life skills, obtaining resources and transitioning back to society.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
Customer Service Representative
Bank of Montreal(Remote)
03.2022 - 11.2023
- Resolved issues through effective communication and problem-solving skills, enhancing customer satisfaction.
- Collaborated with team members to streamline processes, improving service delivery and operational efficiency.
- Utilized CRM systems to document interactions, maintaining comprehensive records for future reference.
- Educated customers on banking products, increasing awareness and usage of available services.
- Engaged in continuous learning to stay updated on product offerings and industry trends.
- Provided troubleshooting assistance for online banking issues, guiding customers through resolution processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
Preposee Aux Beneficiaires
Jazz Brossard
07.2021 - 08.2022
- Assisted with daily living activities, promoting patient independence and overall wellbeing.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Utilized problem-solving skills when faced with unexpected situations or emergencies within the healthcare setting.
- Maintained clean, safe, and well-organized patient environment.
- Reduced patient anxiety through effective communication and active listening skills.
- Participated in ongoing training opportunities to stay current with best practices in health care aide services.
- Provided emotional support for patients and families during times of stress and uncertainty.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
Education
Certification of Completion - Presentation And Public Speaking/Speech
Udemy Online
Online01-2025
Bulletin De Niveau De Competence En Francais - Francisation
Cegep Saint Jean Sur Richelieu, Brossard
Brossard Canada 11-2022
Certificate of Professional Studies - Prepose Au Beneficiaires
Charlotte-Tasse
101 Boulevard Roland -Therrien Longueuil,Canada 07-2021
High School Diploma -
Don Bosco High School
Nairobi Kenya08-2019
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Languages
English
Full Professional
French
Full Professional
Timeline
Customer Service Support(English/French)
Borden Ladner Gervains Firm (Remote)
11.2024 - 07.2025
Volunteer
The Church Of Jesus Christ Of Latter-day Saints
05.2024 - 11.2024
Customer Service Representative
Bank of Montreal(Remote)
03.2022 - 11.2023
Preposee Aux Beneficiaires
Jazz Brossard
07.2021 - 08.2022
Certification of Completion - Presentation And Public Speaking/Speech
Udemy Online
Bulletin De Niveau De Competence En Francais - Francisation
Cegep Saint Jean Sur Richelieu, Brossard
Certificate of Professional Studies - Prepose Au Beneficiaires
Charlotte-Tasse
High School Diploma -
Don Bosco High School