Jenna Angel Francis
Mirabel,Canada
Summary
Bilingual Communication Specialist fluent in English and French, delivering exceptional customer and client support. Demonstrated expertise in conflict resolution, problem-solving, and team leadership within fast-paced environments. Committed to enhancing organizational efficiency through effective time management, multitasking, and proficiency in Microsoft Office and computer systems.
Overview
10
10
years of professional experience
Work History
Bilingual Customer Service Representative
Canada Life Assurance Company
06.2021 - Current
- Provide bilingual client support for insurance and wealth management accounts
- Support clients with account maintenance and general inquiries
- Assist with password resets, registration, login issues, and account troubleshooting
- Submit and follow up on service requests and technical issues
- Manage multiple systems while maintaining high service standards
- Use Salesforce and internal systems to update accounts and process changes
- Perform accurate data entry and maintain confidential client records
Credit Card Specialist
BMO Financial Group
Montréal, Canada
02.2020 - 06.2021
- Managed high-volume customer inquiries about credit cards and banking accounts, ensuring timely and accurate responses
- Assessed customer needs to effectively explain relevant banking products and services
- Resolved account issues by applying strong problem-solving skills, enhancing customer satisfaction
- Maintained confidentiality with sensitive financial data
- Navigated multiple banking systems with accuracy and efficiency
- Delivered bilingual customer service under pressure
Store Manager(Seasonal)
Spirit Halloween Super Store
Boisbriand, Canada
08.2018 - 11.2020
- Managed daily store operations during high-volume seasonal periods
- Supervised, trained, and motivated team members to meet sales and customer service goals
- Coordinated scheduling, inventory management, merchandising, and shipment processing
- Resolved customer concerns and maintained positive customer experiences
- Assisted with hiring, onboarding, and employee coaching
Childhood Educator / Front Desk Sales Associate
World Gym Quebec
Laval, Canada
11.2017 - 12.2019
- Supervised and cared for children ages 2 months to 12 years
- Maintained a safe and structured environment for children and families
- Assisted members with inquiries, memberships, and sales
- Managed phone calls, scheduling, and customer concerns
- Supported daily operations and maintained facility cleanliness
Customer Service
Tim Hortons
Laval, Canada
05.2016 - 02.2018
- Provided fast-paced customer service and cash handling
- Operated POS system and processed transactions accurately
- Worked effectively during high-volume rush periods
- Assisted with food preparation and store cleanliness
Customer Service Agent (3 months contract)
Symbiose CCC inc
Longueuil, Canada
10.2016 - 12.2016
- Handled inbound and outbound customer calls
- Verified and collected customer information accurately
- Provided professional support for client inquiries and concerns
Education
Curé-Antoine Labelle
Laval, QCSkills
- Bilingual Communication (English & French)
- Customer & Client Support
- CRM Software
- Administrative Support
- Problem Solving
- Conflict Resolution
- Time Management & Organization
- Multitasking in Fast-Paced Environments
- Remote Work Experience
- Team Leadership & Supervision
- Microsoft Office & Computer System
Languages
- French, Fluent
- English, Fluent
Timeline
Bilingual Customer Service Representative
Canada Life Assurance Company
06.2021 - Current
Credit Card Specialist
BMO Financial Group
02.2020 - 06.2021
Store Manager(Seasonal)
Spirit Halloween Super Store
08.2018 - 11.2020
Childhood Educator / Front Desk Sales Associate
World Gym Quebec
11.2017 - 12.2019
Customer Service Agent (3 months contract)
Symbiose CCC inc
10.2016 - 12.2016
Customer Service
Tim Hortons
05.2016 - 02.2018
Curé-Antoine Labelle