LILIANE NYIRAHIRWA

• Reviewed and validated details of loan applications and closing documentation.
• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
• Calculated financial ratios to evaluate customers' financial worthiness
• Identified loans for exceptions while ensuring proper procedures are followed for approval and documentation
• Provided on spot coaching to any merchants that require additional document policy training, and build lasting customer relationships with Partners
• Adhered to establish service level agreements (SLAs) and develop plan/s for communication to partners and clients and advise/consult with supervisor as appropriate

• Provided 1st and 2nd tier technical support to customers either directly or through internal stakeholders managing customer accounts.
• Identified and tracking issues from deployed devices and proactively working with peers to schedule and deploy technicians to maintain or replace equipment.
• Coordinated shipment of replacement equipment where required through our Provisioning Team.
• Dispatched technicians and plumbers to scheduled services and installations when required
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

• Provided best in-class Customer service.
• Interpreted and completed customer work order requests.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Handled 40-60 calls per day to address customer inquiries and concerns.

• Recruited respondents to participate in surveys & quality service assessments
• Completed telephone audits
• Edited and Organized Data into database.
• Evaluated telephone audits
• Prepared variety of different written communications, reports and documents.

Conducted outbound calls to the public (typically within Canada), by gaining respondent's cooperation to participate in the telephone interview

• Kept respondents' engagement throughout call, asking and sticking to established script questions, controlled objections as they arise, and accurately recording respondent answers
• Guaranteed quality of interviews by sticking to guidelines and instructions, accepting and applying feedback and instructions from management
• Provided quality customer service to earn satisfaction ratings of 95%

• Conducted both inbound and outbound calls by selling lottery ticket over the phone
• Outbound telephone follow up and outbound courtesy/sales/donation calls
• Responded to customer calls and emails to answer questions about products and services