Koketso Nana Mapugwa
Gatineau,QC
Summary
A dedicated professional with a strong work ethic and excellent communication skills, proficient in both English and French. I thrive in dynamic environments, quickly acquiring new skills and adapting to challenges. With a passion for customer service, office administration, and legal support, I excel at managing multiple tasks efficiently while working independently or collaboratively. My goal is to continue developing my expertise in legal support and customer service while seeking opportunities to contribute to a team-oriented environment and expand my skills in a challenging, growth-focused role.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Transformation Auto Detailing
05.2023 - Current
- Managed customer inquiries via phone, email, and live chat, ensuring timely and accurate responses
- Handled a high volume of calls and emails, consistently maintaining a high level of professionalism and empathy
- Addressed customer complaints and resolved issues, striving to exceed customer expectations
- Conducted follow-up calls to ensure customer satisfaction and foster long-term relationships
- Assisted in the creation and implementation of customer service protocols and best practices
- Performed billing tasks and maintained detailed customer interaction records
Immigration Case Worker
Olalere Law Office
12.2021 - 05.2023
- Prepared legal documents, including affidavits and e-filing for immigration cases
- Conducted legal research and provided support in case preparation
- Communicated regularly with clients to collect documents and provide status updates on their applications
- Answered phone and email inquiries, relaying messages and scheduling appointments
- Motivated team members to improve communication and foster a supportive, collaborative environment
- Managed clerical tasks, including mail distribution and organizing office materials
Intern
Harbic Law
10.2021 - 12.2021
- Attended court sessions and assisted attorneys in case preparation
- Managed communication with the court regarding adjournments and scheduling
- Participated in client and witness interviews to gather case information
- Maintained professionalism under pressure and supported the legal team during complex legal proceedings
Sales Representative
Success Consulting
07.2016 - 12.2019
- Promoted Canadian Tire credit cards to customers, explaining benefits and encouraging new sign-ups
- Assisted customers with completing applications and answering any inquiries about the credit cards
- Maintained a strong customer service focus while meeting sales targets
Education
Diploma in Paralegal Studies - criminal law, corporate law, family law, business law, employment law, municipal law
Herzing College
Ottawa, Ontario10.2021
High School Diploma -
Eastern Quebec High School
Quebec City, Quebec06.2018
High School Studies -
École Secondaire Saint-Anselme
Saint-Anselme, Quebec06.2016
Skills
- Customer Service & Support
- Phone Etiquette & Communication
- Document & File Management
- Meeting & Calendar Coordination
- Mail Handling & E-Filing
- Office Administration
- Attention to Detail & Organization
- Problem-Solving & Conflict Resolution
- Multitasking & Time Management
- Team Collaboration & Independent Work
- Active Listening
- Customer Service
- Critical Thinking
Languages
English
Native or Bilingual
French
Full Professional
References
Available upon request.
Timeline
Customer Service Representative
Transformation Auto Detailing
05.2023 - Current
Immigration Case Worker
Olalere Law Office
12.2021 - 05.2023
Intern
Harbic Law
10.2021 - 12.2021
Sales Representative
Success Consulting
07.2016 - 12.2019
High School Diploma -
Eastern Quebec High School
High School Studies -
École Secondaire Saint-Anselme
Diploma in Paralegal Studies - criminal law, corporate law, family law, business law, employment law, municipal law
Herzing College
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