Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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JESSE KIALA

North York,Canada

Summary

Adept Bilingual Customer Service Specialist with a proven track record at FINANCEIT, excelling in complaint resolution and CRM software mastery. Demonstrates unparalleled empathy and cross-cultural awareness, enhancing customer satisfaction. Successfully managed over 1,500 accounts, showcasing significant upselling skills and a commitment to excellence.

Overview

11
11
years of professional experience

Work History

Bilingual Customer Service Specialist

FINANCEIT
Toronto, Ontario
08.2022 - Current
  • Effectively and professionally answer incoming calls, resolve customer complaints/issues in a positive manner, and return all calls within a two-hour time frame.
  • Record accurate details regarding customer inquiries into the database, and escalate issues as needed.
  • Process customer cash deposits and withdrawals, checks, transfers, credit card payments, money orders, certified checks, and other related banking transactions.
  • Answer inquiries and resolve problems or discrepancies concerning customers' accounts.
  • Liaise with internal staff, external vendors, and customers with regard to lending documentation.
  • Completing administrative activities associated with serving customers, including accessing information, and communicating transaction details.
  • Assist with other tasks and duties as required.

STAPLES PROFESSIONAL
08.2020 - 08.2022
  • Manager a portfolio of 1500 customer accounts (small to medium-sized businesses)
  • B2B Collection calls
  • Reconciliations
  • Email communication with customers
  • EDI / portal knowledge
  • Resolve any invoice discrepancies or disputes by liaising with both customers and sales
  • Make recommendations on holding/releasing for customer orders
  • Strong verbal and written communication skills
  • 1 + years of credit and collections experience using a portal
  • Intermediate level excels skills
  • Large ERP systems experience an asset

OXFORD PROPERTIES
01.2018 - 04.2020
  • Maintain constant communication with Oxford properties tenants all over Canada
  • Assist tenants with registration, and filing of their service requests
  • Play an Intermediate role between tenants and Oxford properties management
  • Ensure accuracy in all clients interaction through phone calls and email
  • Cover online guest service platform for Oxford’s shopping mall across Canada

Bilingual Customer Service Representative

BELL MEDIA
01.2016 - 01.2017
  • Answer customer telephone calls regarding existing customers
  • Make requested policy and accounts changes
  • Respond to questions and concerns about service, and escalate calls appropriately
  • Consult with customers to evaluate needs and determine best options
  • Counsel customers with options for service and coverage

Monitoring

PRECISE PARK LINK
11.2014 - 10.2015
  • Interact and assist customer via intercom and telephone
  • Monitor alarm and dispatched technicians as required
  • Responsible for monitoring for security head office, branch offices and off-site properties
  • Identify emergency situations on site and at remote site while following sites protocols

Bilingual Customer Service Rep

SMT DIRECT
12.2013 - 07.2014
  • Worked in a busy inbound and outbound call Center environment
  • Took inbound calls from customers who had questions regarding company products, provided customer service to help explain the product
  • Made around 300 calls a day In French and English around Canada

Education

High School Diploma -

University of Laurentian
Greater Sudbury, ON

Skills

  • Empathy and patience
  • Upselling and cross selling
  • Complaint handling
  • Fluent bilingualism
  • Cross-cultural awareness
  • CRM software usage
  • Strong interpersonal skills
  • Customer service
  • Team collaboration
  • Flexibility and adaptability

Accomplishments

  • Handling customers’ requests in a polite and professional manner and gathering personal information from clients to process their account efficiently.
  • Ensuring that all materials are correctly placed in their corresponding sections thereby helping the office run smoothly
  • Answering inbound calls, taking, verifying and directing messages accordingly, and providing clients with information regarding products and services.
  • Managed and performed clerical tasks such as receiving and routing incoming calls; handled incoming emails through Outlook Express that kept office activities going.
  • Proofread, edited and translated supports documents from English to French, which helped personnel better understand project requirements.
  • Analyze customers’ needs to provide them with the appropriate information, solution, products and value-added services.

Timeline

Bilingual Customer Service Specialist

FINANCEIT
08.2022 - Current

STAPLES PROFESSIONAL
08.2020 - 08.2022

OXFORD PROPERTIES
01.2018 - 04.2020

Bilingual Customer Service Representative

BELL MEDIA
01.2016 - 01.2017

Monitoring

PRECISE PARK LINK
11.2014 - 10.2015

Bilingual Customer Service Rep

SMT DIRECT
12.2013 - 07.2014

High School Diploma -

University of Laurentian

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JESSE KIALA