Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mike Donel Cubahiro

Mike Donel Cubahiro

Toronto,Canada

Summary

Bilingual customer support specialist (English/French) with over three years’ experience in remote, high-volume financial services and fintech sales environments. Expert in processing complex banking transactions, ensuring regulatory compliance, and leveraging data-driven insights to streamline support workflows. Known for strong communication, empathy, and a collaborative approach to delivering exceptional customer experiences.

Overview

4
4
years of professional experience

Work History

Bilingual Advisor

Concentrix, Rogers Bank Program
04.2023 - 08.2024
  • Answered high-volume inbound calls from Rogers Bank customers in English and French, providing prompt, accurate assistance for account inquiries in a remote environment
  • Facilitated balance transfers and account updates (e.g. adding authorized users or updating personal information), ensuring all changes were processed correctly and reflected in customer records
  • Assisted customers with opening new credit card accounts or closing existing accounts, guiding them through application and verification processes with close attention to detail
  • Processed customer applications for new banking products and promotional offers, verifying eligibility and entering data with a high degree of accuracy
  • Listened attentively to customer concerns, demonstrating empathy and patience to de-escalate issues, build trust, and ensure a positive service experience
  • Maintained strict compliance with banking regulations and privacy standards by verifying customer identities and safeguarding sensitive financial data during every interaction

Sales Representative

Neo Financial
06.2022 - 07.2022
  • Connected with customers through on-site credit card sales activities
  • Helped promote Neo’s brand and acquire new credit card customers through professional on-site sales
  • Communicated the value of Neo’s full suite of financial services to potential and existing customers
  • Excited, Engaged, and educated customers on Neo’s products and services while building brand loyalty and providing an exceptional customer experience

Bilingual Customer Service Representative

Babyl
01.2021 - 11.2021
  • Helped customers with their account information, credit, and billing, and taking payments.
  • Directed communication with internal and external departments to ensure great customer experience
  • Assigned to handle customer cases in both English and French
  • Delivered excellent customer service and demonstrated a high degree of professionalism

Sales Associate

Pedro’s Coffee
08.2020 - 12.2020
  • Responded to customers' questions, improving engagement with merchandise and providing outstanding customer service.
  • Introduced promotions and opportunities to customers.
  • Operated cash registers, managing financial transactions, and balancing drawers.
  • Maintained an orderly appearance throughout the sales floor.

Education

High School Diploma -

Wellspring Academy
Kigali, Rwanda
06.2020

Skills

  • Bilingual Communication & Interpersonal Skills: Speaks fluent English and French; excellent interpersonal, telephone, and teamwork skills
  • Technical Proficiency: Skilled in using customer service tools
  • Banking & Transaction Expertise: Demonstrated ability to accurately process banking transactions
  • Compliance & Data Security: Proven commitment to upholding compliance and confidentiality standards
  • Remote Call Center Experience: Highly effective in a remote, high-volume environment
  • Analytical Problem-Solving
  • Professional Growth: Eager to learn new skills and take on additional responsibilities

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Bilingual Advisor

Concentrix, Rogers Bank Program
04.2023 - 08.2024

Sales Representative

Neo Financial
06.2022 - 07.2022

Bilingual Customer Service Representative

Babyl
01.2021 - 11.2021

Sales Associate

Pedro’s Coffee
08.2020 - 12.2020

High School Diploma -

Wellspring Academy

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Mike Donel Cubahiro