Lyse Lynka Irakoze
St. Catharines,ON
Summary
Results-oriented professional skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations and workflow by uncovering trends affecting business success. Adept at conflict resolution and stakeholder communication. Passionate about leveraging data-driven insights for fair decision-making and operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Specialist
TD Auto Finance
04.2022 - Current
- Deliver exceptional service to over 650 customers monthly, resolving loan-related inquiries and ensuring satisfaction in both English and French
- Engage in detailed account analysis during calls to identify discrepancies, provide accurate information, and recommend effective solutions tailored to customer needs and organizational objectives
- Prioritize multiple tasks, including account verification, compliance checks, and resolution of customer issues, all while managing a high call volume in a fast-paced environment
- Adapt to new policies, workflows, and system updates while maintaining excellent results that exceed performance metrics achieving 'Outstanding' quality ratings each year
- Proactively identify and escalate unusual activity or potential fraud to appropriate departments, contributing to the safeguarding of loan integrity and minimizing risks while ensuring compliance with bank policies and regulatory standards
- Maintain up-to-date knowledge of fraud prevention, anti-money laundering (AML), KYC processes, and ethical standards through regular training, ensuring full compliance with regulatory requirements
Bilingual Employment Counsellor
CERF Niagara
06.2021 - 11.2021
- Conducted in-depth client assessments to evaluate employment challenges and career objectives, creating tailored action plans to address individual needs
- Maintained a client-centered approach, demonstrating cultural sensitivity and empathy while supporting individuals from diverse and marginalized backgrounds
- Provided personalized support in resume building, job search strategies, and interview preparation, equipping clients with the tools to secure meaningful employment opportunities
- Maintained up-to-date knowledge of Ministry of Employment programs and services, including training initiatives, housing assistance, certification programs, and the Second Career program, to provide clients with accurate, relevant resources tailored to their career development needs
Community Outreach Coordinator
The Niagara Herbalist
07.2020 - 01.2021
- Coordinated diverse outreach initiatives, including events and community engagements, to raise awareness and promote the organization's services effectively
- Curated and collaborated with local non-profit organizations to identify impactful initiatives, leading efforts to donate resources and support their missions
- Spearheaded the funding and installation of a custom vinyl project for a local community garden, enhancing its visibility, enabling food cultivation during the winter, and ensuring the continuation of activities that promote wellness and food security in the neighbourhood
- Led staff in planning and executing community events, fostering collaboration and team spirit
- Collaborated with the CEO to integrate a tax-free point-of-sale system for Indigenous and Métis communities, aligning with inclusive business practices
Education
Bachelor of Arts - Economics
Brock University
St. Catharines, None06-2022
Skills
- Bilingual in french and english
- Case management and documentation
- Compliance, KYC & policy enforcement
- Strong attention to detail and accuracy
- Conflict resolution and decision-making
- Data analysis and process optimization
- CRM software usage
- Multicultural competence
Languages
English
French
Certification
The Workplace Hazardous Materials Information System (WHMIS)
Timeline
Bilingual Customer Service Specialist
TD Auto Finance
04.2022 - Current
Bilingual Employment Counsellor
CERF Niagara
06.2021 - 11.2021
Community Outreach Coordinator
The Niagara Herbalist
07.2020 - 01.2021
The Workplace Hazardous Materials Information System (WHMIS)
Bachelor of Arts - Economics
Brock University
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