Kayitare Tony
Saint-Zotique
Summary
11 years + experience in customer Service, inbound and outbound calls, technical support and complaints resolutions for industries, such as Telecommunications, investments, insurance, manufacturing and Accommodation services.
Overview
22
22
years of professional experience
Work History
Senior CSR
Sun Life
Montréal
08.2024 - 01.2025
- Assist insurance advisors to accurately resolve clients inquiries and processing requests
- Handles clients calls regarding their portfolio term and permanent life insurance
- Manage the client accounting history and provide lapse notices where applicable
- Act as the focal point for general inquiries regarding life insurance policies
- Process life claims with empathy and outline the processing time frame by setting client expectations
- Handles all inquiries pertaining to billing from deposits to PAC processing
Senior Client Relations
Mackenzie Investments
Montréal
12.2021 - 08.2024
- Supports Financial Advisors in all matters related to accounts demographics
- Accurately consolidate household investments and move clients to private wealth portfolio when necessary
- Assist Financial advisors in regards to pensions legislation related to provincial and federal segregated funds
- Monitors, move or switch funds to money market when deem necessary
- Create, maintain and followup newly opened account for the first 60 days
- Generate and disseminate fund facts to clients in need
- Provide accurate information to Financial advisers on funds mergers and how it impact clients' accounts
- Generate and customize gain and loss report
- Process transactions related to purchase and redemptions on mutual funds
- Assist clients and Financial advisors to use or navigate the self serve portal
Loyalty and Retention Specialist
Nordia - Bell Canada
Montréal
11.2020 - 08.2021
- Handles cancellation requests and apply necessary knowledge and skills to retain customers
- Act as focal contact point for complaints in regards to billing and service delivery
- Offers adequate and customized services and products to enhance customers' satisfaction
- Cross sell or upgrade products and service to existing customers
- Schedules installations for new customers
- Troubleshoots clients' issues and offer appropriate solutions
- As a team member participate in achieving the team's objectives
- Uses different softwares to capture, update and maintain customers files
Digital customer account specialist
Shawdirect Satellite TV
Montréal
02.2018 - 11.2020
- Handles customer complaints about billing and ending promotions thought chat and email
- Right fit customers by programming their TV packages so as to maximize the retention ratio
- Work closely with field support teams and follow up with new customers on installation and service calls
- Verify, validate and approve journal entries made by customer advisors on accounts
- Assist on building and programming packages to counter competitors offers
- Act as first point of contact for billing, seasonal breaks, disconnections related issues
- Coach and support customer advisors on complex programming matters
- Participate in various projects to improve efficiency and best value best experience
Customer Service Representative
Amway corporation
07.2016 - 06.2017
- Handle customer in bound calls for system troubleshooting
- Place customers' orders
- Process replacements for returned products
- Act as first contact for electronic products such as water and air purifiers
- Gather all technical issues and order parts or liaise with technicians for possible physical repairs
- Follow up with tech team and update customers with all necessary information or deadline when necessary
- Assist customers with online orders
- Handle complaints efficiently and in a professional manner
- Participate in various projects to improve customer satisfaction
- Process service requests and produce weekly dispatching sheets
- Invoice and Billing processing, report discrepancies and/or update customers files for past dues or over paid installments
Customer Service Executive
Booking.com
05.2015 - 07.2016
- Manage online hotels' reservations
- Handle cancelled reservation and over bookings
- Assist hotels with customer relocations and compensation
- Up sale upgraded rooms complementary services
- Help accommodation services to navigate the bookingsuite
- Provide policy guidelines to hotels and customers
- Offer alternative or upgraded accommodation to overbooked guests
- Handle all customer complaints on a first call resolution fashion
Customer service executive, adjudication department
Valspar corporation
01.2014 - 05.2015
- Process customers' service requests
- Adjudicate Customers claims and take appropriate actions
- Explain different protection policies to customer and decide whether the claim is well founded
- Determine entitlement for supported claims
- Utilize internal tools to determine areas of service for repairs, replacement or refund
- Dispatch technicians by prioritizing fast track services
- Manage the service request tracking system to prevent duplication in material ordering
- Compile data for technical support and document customers file with technicians' reports
Program Manager
US Embassy Kigali
09.2009 - 03.2013
- Working for the US Department of Defense
- Manage the host country military development program funded by DoD
- Manage the training program from US military schools (National defense university, Army war college, Service academies etc )
- Act as Public relations in the office of the defense attache
- Customer service for African french speaking countries
Director of Human Resource
Catholic Relief Service
Kigali
07.2007 - 09.2009
- Oversee the implementation of HR policies
- Develop strategic HR policy pertaining to recruitment, training, development, retention and staff performance management
Head of section payroll compensation and benefit
Rwanda Revenue Authority
01.2003 - 07.2007
- Preparation of general payroll
- Make salary adjustments according to changes
- Make the reconciliation of bank reports
- Accurately produce the final payroll report
Education
Certification - Program management
Defense Institute of Security Assistance Management
Dayton, OHBachelor's - BCOM
Kigali Institute of Science Technology and Management
Skills
- EXCEL (7 years)
- Financial Report Writing
- Data Entry (7 years)
- Sage
- General Ledger Reconciliation
- Accounting
- Accounts Payable
- Accounting Software
- Sales
- French
- Microsoft Outlook
- HR (6 years)
- Account Reconciliation
- General Ledger Accounting
- Outlook
Languages
English - Fluent
Disclaimer
I Tony Kayitare, testify under penalty that all information provided is true to the best of my knowledge and can be verified through supporting documents.
Additional Information
- Computer skills
- Gemini (customer service pro)
- Booking suite
- Internet based platforms navigation
- Microsoft office (Excel, word, access, powerpoint)
- Financial information system (Sage 500)
- HR IS (Peodesy, TMS, )
- Accounting software (FMIS)
- Sabre GDS, Sabre Vacations
- Globe Agent
Timeline
Senior CSR
Sun Life
08.2024 - 01.2025
Senior Client Relations
Mackenzie Investments
12.2021 - 08.2024
Loyalty and Retention Specialist
Nordia - Bell Canada
11.2020 - 08.2021
Digital customer account specialist
Shawdirect Satellite TV
02.2018 - 11.2020
Customer Service Representative
Amway corporation
07.2016 - 06.2017
Customer Service Executive
Booking.com
05.2015 - 07.2016
Customer service executive, adjudication department
Valspar corporation
01.2014 - 05.2015
Program Manager
US Embassy Kigali
09.2009 - 03.2013
Director of Human Resource
Catholic Relief Service
07.2007 - 09.2009
Head of section payroll compensation and benefit
Rwanda Revenue Authority
01.2003 - 07.2007
Certification - Program management
Defense Institute of Security Assistance Management
Bachelor's - BCOM
Kigali Institute of Science Technology and Management