Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
References
Timeline
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Samia Mugisha

AJAX,ONTARIO

Summary

Results-driven Reservations Specialist with 5+ years of experience in sales and customer care. Known for exceptional organizational skills and the ability to customize unique experiences in a fast-paced environment. Proficient in MS Office and various systems.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Bilingual Cards Banking Advisor

Royal Bank of Canada
Mississauga, Ontario
03.2024 - Current
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms through calls, live chat and emails.
  • Developed and implemented financial plans for customers to help them reach their short-term and long-term goals.
  • Provided comprehensive advice on a range of banking products including loans, mortgages, savings accounts, investments and insurance.
  • Managed client portfolios by monitoring performance and making recommendations based on market conditions and individual circumstances.
  • Assisted customers in opening new accounts or transferring existing accounts from other institutions.

Partner Support Representative

Lendcare Capital Inc.
Pickering, Ontario
01.2023 - 02.2024
  • Provided first-line support to partners (dealerships, clinics, etc.) via phone, email and chat and transferred customers calls to the suitable department.
  • Assisted in resolving customer inquiries and complaints related to products and services.
  • Developed relationships with clients through providing exceptional customer service experiences.
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Performed outbound calling to satisfy mersers and get our partners' deals to the next level.

Reservations Coordinator

The Retreat by Heaven
Kigali, Rwanda
02.2017 - 12.2022
  • Conducted regular meetings with the team of reservation agents to discuss performance.
  • Scheduled staff shifts and assigned duties for reservation agents.
  • Provided training for new reservation agents on computer systems and procedures.
  • Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Analyzed current market conditions to determine pricing strategies for hotel rooms and packages.
  • Reviewed existing contracts with travel agencies regularly to ensure terms are up-to-date.
  • Conducted site inspections with new guests and businesses to generate more sales
  • Created reports to analyze customer data related to reservations.

Education

Certificate - Travel Operations

Travel Centre
Kigali, Rwanda
02-2019

High School Diploma -

Lycee De Kigali
Rwanda
03-2014

Skills

  • Behavioral Management
  • Time Management
  • Customer Satisfaction
  • Upselling Proficiency
  • Financial Planning
  • Reporting

Accomplishments

  • Star of the month - September 2019 (Heaven)
  • Star of the month - November 2022 (Heaven)

Certification

  • EF English Proficiency Development Program | MasterCard Foundation | Level 4

Languages

English
Professional
French
Professional
Swahili
Professional

References

References available upon request.

Timeline

Bilingual Cards Banking Advisor

Royal Bank of Canada
03.2024 - Current

Partner Support Representative

Lendcare Capital Inc.
01.2023 - 02.2024

Reservations Coordinator

The Retreat by Heaven
02.2017 - 12.2022

Certificate - Travel Operations

Travel Centre

High School Diploma -

Lycee De Kigali

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Samia Mugisha