Summary
Overview
Work History
Education
Skills
Community Service
Languages
Timeline
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Nickel Lwanzo

Calgary,AB

Summary

Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.

Overview

7
7
years of professional experience

Work History

Human Resources Business Partner

Westland Insurance
04.2025 - Current
  • Provide strategic HR consulting to managers on talent development, organizational change, and workforce planning.
  • Collaborate with leadership teams to roll out HR programs that align with business objectives..
  • Partners with cross-functional teams to Identify HR training needs and deliver comprehensive training programs to address inefficiencies.
  • Coordinates workforce integration and restructuring efforts during mergers and acquisitions.
  • Evaluates employee yearly satisfaction data, identifying areas of improvement and developing action plans to address concerns.

Bilingual HR Operations Coordinator

KPMG Canada- HR Delivery Center
10.2021 - 03.2025
  • Acts as a primary point of contact for employee, performance manager, and answer HR questions about performance management system and approach
  • Supports employees throughout the offboarding process and manages long term leaves cases such as parental leaves
  • Collaborates with internal and external stakeholders to develop and deliver 20+ training programs per quarter related to HR policies, systems, and processes
  • Proactively identify areas for improvement in HR advisory services and contribute to the development of strategies to enhance service delivery
  • Contribute to the development and implementation of HR initiatives and 3+ projects per quarter aimed at enhancing organizational effectiveness such as the implementation of an Artificial Inteligent HR system/bot
  • Monitors progress of project deliverables through weekly status reports and risk metrics to adhere to project deadlines
  • Systems & Software used: Service-Now, Dayforce, IBS, Salesforce , Peoplesoft, Power-Bi

Bilingual Benefits Business Analyst

Manulife
05.2019 - 10.2021
  • Processed and conducted data analysis on 1000+ membership applications annually and 25+ change requests on a daily basis to identify trends and patterns
  • Analyzed client relationship data to identify areas for improvement and recommended strategies to enhance client satisfaction
  • Reviewed, processed and prepared client reports for new businesses in accordance with applicable reporting schedules and reporting templates, Provided technical support for various dedicated clients, external plan administrators, Regional Group offices and individual plan members.

Bilingual Customer Success Agent

Scotiabank
06.2018 - 04.2019
  • Served as the primary point of contact for assigned customers, building strong relationships and understanding their needs
  • Proactively monitored 150+ customer accounts, identifying opportunities for growth and expansion
  • Developed and implemented customer success plans tailored to individual small business owner's unique goals and challenges
  • Provided product training and support to customers, ensuring they are maximizing the value of Scotiabank's products and services
  • Liaised with internal teams to ensure customer satisfaction and retention.

Bilingual Customer Service Agent

Air Canada
05.2018 - 08.2018
  • Provided exceptional customer service to 120+ passengers basis on a daily in both English and French
  • Assisted passengers with check-in procedures, flight bookings, changes, and cancellations
  • Resolved numerous customer complaints and issues promptly and effectively
  • Coordinated with other departments to ensure smooth operations and resolve any service disruptions to maintain client satisfaction
  • Adhered to company and airport policies and procedures, including safety regulations and security protocols
  • Collaborated with team members to achieve departmental goals and targets
  • Monitored and stayed updated on airline policies, procedures, and industry trends to provide accurate information to passengers.

Education

Masters of Business Administration - Artificial Intelligence leadership

University of Fredricton

Bachelor of Commerce - Human Resources Management and Industrial/ Labour relations, Marketing

Saint Mary’s University

CPHR Certification -

CPHR Canada

Google Project Management Certification -

Google Data Analysis Certification -

Skills

  • Project and Change Management
  • Agile Methodologies
  • Benefits Administration
  • Business and Data Analysis
  • Strategic Planning
  • Policy development
  • Relationship Management
  • Bilingualism in both French and English
  • Proficiency in Microsoft Office, HRIS and Service-Now, IBS, Peoplesoft, Successfactors, Dayforce, Power-BI, Salesforce, Data insights
  • Customer Service Management

Community Service

  • Youth Advisoree Committee - YMCA of greater Halifax/ Dartmouth
  • Volunteer - Habitat for Humanity
  • Marketing Manager - Multicultural Committee, Saint Mary’s University, Halifax, NS
  • Volunteer - Community Food Room, Halifax, NS

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Human Resources Business Partner

Westland Insurance
04.2025 - Current

Bilingual HR Operations Coordinator

KPMG Canada- HR Delivery Center
10.2021 - 03.2025

Bilingual Benefits Business Analyst

Manulife
05.2019 - 10.2021

Bilingual Customer Success Agent

Scotiabank
06.2018 - 04.2019

Bilingual Customer Service Agent

Air Canada
05.2018 - 08.2018

Masters of Business Administration - Artificial Intelligence leadership

University of Fredricton

Bachelor of Commerce - Human Resources Management and Industrial/ Labour relations, Marketing

Saint Mary’s University

CPHR Certification -

CPHR Canada

Google Project Management Certification -

Google Data Analysis Certification -

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