MONIA GATEKA
Toronto,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Exceptional computer aptitude and telephone etiquette. Possess an extensive overall experience of more than 5 years in a bilingual client service environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Analyst
Reinsurance Management Associates(RMA INC)
Toronto, ON
10.2024 - Current
- Support Data Investigation Intake and Assessment
- Gather, document and ensure business requirements are signed-off by key stakeholders
- Analyze large, complex datasets (from multiple sources both structured and unstructured) to investigate issues, assess financial impact and make recommendations
- Relationship Management
- Risk Management and Control.
Bilingual Customer Service Representative
Reinsurance Management Associates(RMA INC)
Toronto, ON
04.2023 - 10.2023
- Understand and resolve inquiries with customers regarding their insurance coverage
- Determine satisfactory solutions to customer complaints
- Offer outstanding customer service in a client service environment
- Understand and resolve general inquiries from Distributors and Account Representatives
- Process refunds which would include the calculation of the refund amount, preparation of a cheque requisition and cheque and creation and distribution of all refund correspondence
- Provide claim forms to customers and log in the processing system
- Forward completed claims forms to the Claims Administrator and log in the processing system
- Cheque control/maintenance, which includes stop payment requests
- Premium processing and certificate entry for all business received
- Work with Distributors to resolve discrepancies involving rate tables and/or premium calculations
- Assist in the compilation of monthly reports
- Demonstrate knowledge of company products and principles of customer service.
Bilingual Customer Service Representative
Combined Insurance Canada
Markham, ON
09.2021 - 04.2023
- Provide excellent customer service to internal and external customers regarding policy, billing, claims, payment and collection inquiries (phone, email, etc.)
- Investigate, own, and resolve customer inquiries regarding coverage, disability accident or sickness or life claims, billing and service, while clearly documenting outcomes in the system for future reference
- Maintains confidentiality of client account information and other confidential information
- Use problem solving capabilities to effectively resolve any conflicts with clients
- Ensures timely and accurate assignment of cases for resolution to the appropriate departments.
Bilingual Customer Service Representative
S&P data
Toronto, ON
10.2019 - 08.2021
- Support the sale of Smart Home Security residential products by taking inbound calls from residential, commercials, and small business customers
- Identify the specific needs of customers and tailor solutions that fit their lifestyle delivering best customer service
- Demonstrate aptitude for problem-solving and determine solutions for customers
- Keep updated with promotions and credits offered to customers
- Meet with your team daily to strategize, track goals, and report on sales and marketing results
- Coordinate with Sales Managers, Team Leads, and fellow Sales Executives
- Use the Salesforce customer relationship management system to manage your lead funnel
- Conduct yourself with optimism, empathy and integrity as the face of our Client, Telus.
Bilingual Customer Service Representative
Zedd Customer Solution
Toronto, ON
10.2018 - 10.2019
- Places and/or receives telephone calls
- Contact new and existing customers to promote products and services
- Complete needs based assessments in order to recommend appropriate products and services
- Consistently meets established program requirements
- Provides exceptional sales and customer service and maintains established acceptance ratings on quality monitoring tests
- Accurately inputs, retrieves and accesses information regarding a customer from a computer system
- Resolves customer concerns immediately and effectively
- Displays professionalism and courtesy at all times
- Quickly and correctly answers product questions
- Has full knowledge of features and benefits of products and services
- Seeks to stay informed of program changes
- Clearly understands the practices and procedures of the department and job responsibilities
- Offers feedback to the program supervisor always based on errors or improving results.
Education
High school diploma -
Lycée du Saint Esprit
Bujumbura, BurundiOntario Secondary School Diploma (OSSD) -
Big data analytics and Advanced Data Science and predictive Analytics certification -
York university
Skills
- Bilingual French
- Work ethics
- Hard-working
- Responsible
- Multitasking
- HTML and CSS
- Forecasting and planning
- Competitive Analysis
- Business Planning
- Data Mapping
- Microsoft Office suite,
- Outlook email,
- Excel, Windows,
- sales force,
- Pivot table,
- As400,
- Python,
- SQL,
- R,
- Tableau
- Power BI
Certification
- Big Data Analytics
- Advanced Data Science and Predictive Analytics
Languages
English
Professional
French
Professional
References
References available upon request.
Timeline
Business Analyst
Reinsurance Management Associates(RMA INC)
10.2024 - Current
Bilingual Customer Service Representative
Reinsurance Management Associates(RMA INC)
04.2023 - 10.2023
Bilingual Customer Service Representative
Combined Insurance Canada
09.2021 - 04.2023
Bilingual Customer Service Representative
S&P data
10.2019 - 08.2021
Bilingual Customer Service Representative
Zedd Customer Solution
10.2018 - 10.2019
High school diploma -
Lycée du Saint Esprit
Ontario Secondary School Diploma (OSSD) -
Big data analytics and Advanced Data Science and predictive Analytics certification -
York university
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