Ornela Mwambi
Milton,ON
Summary
Bilingual customer service professional with over 10 years of experience resolving complex issues and managing customer accounts. Expertise in troubleshooting technical challenges with a 90% success rate, ensuring customer satisfaction. Skilled in event marketing, content creation, and leveraging digital tools to enhance communication strategies. Proven track record of increasing engagement and streamlining processes in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Billingual Customer Service Representative
Canadian Tire Financial Services
09.2022 - Current
- Provide support for over 100 customer calls daily, quickly identifying and resolving issues to maintain an 80% customer satisfaction rate.
- Review 10-15 high-risk credit card transactions each week, helping minimize potential losses while ensuring confidentiality and accurate account management.
- Resolve over 50 order fulfillment issues weekly, collaborating with back office teams to investigate and resolve missing or damaged items, ensuring timely resolutions.
- Troubleshoot and resolve technical and accessibility issues for over 20 customers daily, achieving a 90% success rate through clear, step-by-step guidance.
Canada Post Clerk
Shoppers Drug Mart
01.2022 - 10.2022
- Provided postal service information to 60-70 customers daily, boosting customer satisfaction by 15% through clear communication and service options.
- Upsold additional postal services, contributing to a 5% increase in revenue from supplementary services within 6 months.
- Managed over 70 transactions each day with a 98% accuracy rate, ensuring smooth and timely operations and supporting team efficiency.
Client Success Strategist
Innovative Vision
03.2020 - 07.2021
- Resolved 150-200 customer tickets daily, achieving an 85% satisfaction rate while managing inquiries related to funding, account issues, and product details.
- Collaborated with cross-functional teams to resolve technical issues, maintaining a 90% success rate in troubleshooting account access and transaction problems.
- Provided bilingual support to over 50 French-speaking customers weekly, enhancing accessibility and satisfaction in resolving deposit queues and funding inquiries.
Education
Bachelor of Arts - Public Relations
Humber College
Etobicoke, ON06-2024
Diploma - Social Service Work
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON10-2017
Skills
- Bilingual Communication (English/French)
- Written Communication and Content Creation
- Problem-solving and Troubleshooting
- Customer Relationship Management
- Event Coordination
- Strategic Communications
- Research and Data Analysis
- Teamwork and Collaboration
Internship
Marketing Assistant - The Kidney Foundation of Canada
Burlington, ON - 05/2022 - 08/2022
- Proactively engaged past Kidney Walk participants, volunteers, sponsors, donors, and businesses through targeted outreach, achieving a 60% return participation rate.
- Created informative presentations for the website and Kidney Walk event, enhancing participant understanding and engagement.
- Led promotional campaigns for fundraising events, increasing attendance by 15% through strategic outreach and messaging.
- Produced over 80 thank-you letters, sponsorship proposals, and fundraising materials, driving campaign success and strengthening donor relationships.
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Billingual Customer Service Representative
Canadian Tire Financial Services
09.2022 - Current
Canada Post Clerk
Shoppers Drug Mart
01.2022 - 10.2022
Client Success Strategist
Innovative Vision
03.2020 - 07.2021
Bachelor of Arts - Public Relations
Humber College
Diploma - Social Service Work
Sheridan College Institute of Technology And Advanced Learning
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