Summary
Overview
Work History
Education
Skills
Timeline
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Karorero Alex

Ottawa,ON

Summary

Enthusiastic Bilingual Analyst with a proven track record in customer service and troubleshooting. Experienced in resolving a wide range of technical issues across multiple systems and applications. Seeking a position where I can leverage my skills, experience, and education to contribute to a company's success in surpassing its goals.

Overview

6
6
years of professional experience

Work History

Payroll Analyst

Sage
05.2022 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved payroll discrepancies quickly and successfully.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Apple Technical Advisor Tier 2

Apple
10.2020 - 04.2022
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Monitored systems in operation and quickly troubleshoot errors.
  • Translated complex technical issues into digestible language for non-technical users.
  • Managed high levels of call flow
  • Documented support interactions for future reference
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.

Technical Sales Advisor

Bell Canada
09.2019 - 09.2020
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Processed product returns and assisted customers with other selections.
  • Educated customers on promotions to enhance sales.
  • Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
  • Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.

Credit Analyst

Manulife Financial
04.2017 - 09.2019
  • Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
  • Analyzed credit scores to determine borrowers' creditworthiness.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Assessed credit risk and analyzed financial statements.
  • Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
  • Gathered loan documentation for underwriting.

Education

High School Diploma -

King's School Of Bujumbura
Bujumbura,Burundi

Business - Accounting - Business - Accounting

Algonquin College
Ottawa, ON

Skills

  • Hard working and self-motivated
  • Active listening
  • Excellent communication skills(written and verbal)
  • Excellent computer knowledge :MS word, MS outlook, Excel, Windows
  • Intermediate skills in Java,HTML,sql
  • Customer service
  • Excellent work ethic
  • Problem-solving
  • Fluent in french and english
  • Microsoft Windows ,MacOS ,Linux and Office
  • Hardware and Software Configuration
  • Remote Technical Support
  • Database Management
  • Technical Troubleshooting
  • Help Desk Support
  • Apple Certified Professional
  • Spreadsheet Creation
  • Critical Thinking

Timeline

Payroll Analyst

Sage
05.2022 - Current

Apple Technical Advisor Tier 2

Apple
10.2020 - 04.2022

Technical Sales Advisor

Bell Canada
09.2019 - 09.2020

Credit Analyst

Manulife Financial
04.2017 - 09.2019

High School Diploma -

King's School Of Bujumbura

Business - Accounting - Business - Accounting

Algonquin College

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Karorero Alex