SARAH NAKATO

Multilingual client service professional with over 10 years of experience delivering high-quality, compassionate, and solution-focused service in high-volume environments. Adept at managing complex client needs across phone, email, and in-person channels. Proven success in housing, banking, and social services, with strong knowledge of the City of Ottawa's processes and community resources. Skilled in call center practices, case documentation, conflict resolution, and policy adherence. Ready to deliver service excellence to Ottawa residents with professionalism, empathy, and efficiency.

• 3+ years of direct, client-facing customer service in fast-paced environments
• Proficient in call handling, conflict resolution, and multi-platform service delivery
• Knowledge of City of Ottawa programs, housing systems, and social support pathways
• Experienced with databases and CRM systems: HIFIS, Microsoft Office, Excel, Outlook
• Clear, professional written and verbal communication in English and conversational French
• Strong judgment and discretion under pressure; responsive to urgent requests
• Flexible and reliable with 24/7 availability and excellent attendance

• Language Proficiency: Fully proficient in English (oral, reading, writing); working knowledge of French with the ability to communicate effectively in client service settings.
• Security Clearance: Prepared to obtain a Criminal Records and Judicial Matters Check upon request, as required by the City of Ottawa.
• Transportation: Reliable personal transportation available for work-related commuting within Ottawa.
• Availability: Flexible and fully available for rotating shifts, including evenings, weekends, holidays, and overnight coverage.
• Commitment to Service: Strong dedication to providing inclusive, accessible, and equity-driven service to all members of the community in alignment with the City’s diversity and inclusion values.