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INGRID MIMI U. GASSANA
Customer Service Specialist
Langley,BC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Early Childhood Educator
FÉDÉRATION DES PARENTS FRANCOPHONE CB
Vancouver, BC
08.2023 - 12.2023
- Organized and led activities fostering physical, mental, and social development in students.
- Monitored student progress, facilitating cooperation and growth among peers.
- Participated in workshops, trainings, and conferences to enhance educational practices.
Advisory Board Member/Volunteer
TCLIP
Coquitlam, BC
03.2022 - 06.2022
- Attended board meetings and reviewed meeting agendas.
- Maintained confidentiality in regard to internal organizational affairs and information.
HR Executive
UBUMWE GRANDE HOTEL
Kigali
09.2016 - 12.2016
- Regularly updated HR databases to reflect employee information, changes in benefits and other details.
- Designed employee performance evaluation process and merit program. Worked with department managers to assess needs.
Floor Manager & Staff Trainer
BOURBON COFFEE
Kigali
10.2013 - 12.2013
- Mentored employees in management of sales, complex issues and difficult customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
Assistant Administrative
ALIZE TRAVEL (SERVICE VOYAGES)
Brussels
10.2010 - 12.2010
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Provided secretarial and office management support while building cooperative working relationships.
Managing Director
TROPIKAL VOYAGES
Kigali
05.2007 - 06.2009
- Facilitated professional development of client staff through targeted training and mentorship.
- Negotiated pricing strategically to enhance portfolio profitability.
Sales& Ticketing Agent
KENYA AIRWAYS
Kigali
10.2004 - 03.2007
- Helped customers find specific products, answered questions and offered product advice.
- Collaborated with sales team to meet monthly sales goals.
Travel Agent
ISBEL VOYAGES
Brussels
05.2001 - 11.2002
- Created travel itineraries and made adjustments to meet client specifications.
- Researched hotels and airfare options to best meet client needs and expectations.
Education
Responsible Adult Program/ Online Course - Early Childhood Education
College Educacentre
Vancouver07-2023
CERTIFICATE OF TRAINING - Financial Literacy
Le Relais Francophone
British Colombia07-2022
QUALITY MANAGEMENT SYSTEM SATISFACTION -
RBS Certificate
Kigali09-2010
Diploma -
IATA
Montreal, QC12-2006
CERTIFICATE OF TRAINING - Airline Reservations
Kenya Airways
Nairobi, Kenya07-2002
CERTIFICATE -
Intensive English Course
Baltimore06-2000
High School Diploma -
Lycee Moliere
Kinshasa10-1999
Skills
- Empathy and patience
- Active listening
- Team collaboration
- Help desk support
- Complaint handling
- Conflict resolution
- Problem-solving
- Analytical thinking
- Customer response
- Multitasking and organization
- Issue follow up
- Verbal and written communication
- Decision-making
- Time management
LANGUAGES
French: Native / English: Professional
Timeline
Early Childhood Educator
FÉDÉRATION DES PARENTS FRANCOPHONE CB
08.2023 - 12.2023
Advisory Board Member/Volunteer
TCLIP
03.2022 - 06.2022
HR Executive
UBUMWE GRANDE HOTEL
09.2016 - 12.2016
Floor Manager & Staff Trainer
BOURBON COFFEE
10.2013 - 12.2013
Assistant Administrative
ALIZE TRAVEL (SERVICE VOYAGES)
10.2010 - 12.2010
Managing Director
TROPIKAL VOYAGES
05.2007 - 06.2009
Sales& Ticketing Agent
KENYA AIRWAYS
10.2004 - 03.2007
Travel Agent
ISBEL VOYAGES
05.2001 - 11.2002
Responsible Adult Program/ Online Course - Early Childhood Education
College Educacentre
CERTIFICATE OF TRAINING - Financial Literacy
Le Relais Francophone
QUALITY MANAGEMENT SYSTEM SATISFACTION -
RBS Certificate
Diploma -
IATA
CERTIFICATE OF TRAINING - Airline Reservations
Kenya Airways
CERTIFICATE -
Intensive English Course
High School Diploma -
Lycee Moliere