Serge Rodrigue NYAMSI
Edmonton,Canada
Summary
With over 10 years of experience in mass communication, leadership, and public administration, I bring a strong background in policy analysis, human resources, data management, and tax advising. Expertise extends to public relations, engagement, planning, organizing, staffing, directing, coordinating, reporting, and budgeting within both government and non-governmental establishments. Possess an in-depth understanding of environmental and document scanning methodologies and have applied quantitative, qualitative, and mixed methodologies to comprehend communication and public policy issues. Additionally, extensive knowledge in policy development and excel at providing evidence-informed recommendations to support effective policy strategies. Throughout my career, demonstrated exceptional skills in team-based communication, customer service, and problem-solving. Multilingual experience in English, French, and Chinese has proven valuable in addressing human services issues within various institutions. As a leader, successfully guided teams to achieve public policies and group objectives. With over 5 years of experience in human services, including staff training and supporting policy development, well-equipped to contribute to group-initiated projects. Furthermore, adept knowledge of software such as Footprint, Core, AWS, Salesforce, IEP, W2W, CXone, and other communication applications enhances ability to effectively navigate modern technology platforms.
Overview
5
5
years of professional experience
Work History
Bilingual Tax Expert
Intuit
Edmonton, AB
01.2026 - Current
- Prepared individual and business tax returns accurately, ensuring compliance with federal and state regulations.
- Analyzed client financial documents to identify deductions and credits, optimizing tax liabilities.
- Reviewed and verified tax return information for accuracy, improving overall submission quality.
- Assisted clients in understanding tax laws and procedures, enhancing their filing experience.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Leveraged expertise in tax law to advocate for clients during disputes with tax authorities, securing favorable resolutions.
Flex Learning Specialist -Intuit - Bilingual ENG-FR
Intuit
Canada
02.2025 - 01.2026
- Deliver and facilitate soft skills and product training, ensuring employees can successfully perform required job duties and meet key performance indicators for their clients
- Demonstrates effective communication, presentation, questioning, conflict resolution, and employee management skills
- Lead, inspire, and provide positive and constructive coaching and feedback to learners
- Facilitate content in a way that ensures learners are actively engaged and participating in the learning process
- Supervisory responsibilities, supervise 14-30 agents assigned to training programs that vary in duration from three (3) days to ten (10) weeks and average four (4) weeks
- Responsible for ensuring all employees that graduate from classroom training and On-the-job training can effectively handle customer contacts, creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements
- To meet deadlines, prioritize workload, and complete reporting/administrative tasks during learner self-study or small group exercises
- Administer effective evaluation and testing techniques to assess trainee performance
- Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and effectiveness
- Provides feedback to the learning design team and/or client as directed
- Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management
- Communicate with leaders, support agents, and client representatives using clear, professional language, both written and orally
- Mentors and provides customer support, escalation support, or coaching during On-the-Job training
- Complete (pass) all Training Programs and certifications as required by the Client or Foundever Learning and/or Compliance Teams
Bilingual Customer Service Representative
Intuit
Edmonton, Canada
07.2024 - 02.2025
- Responded to customer inquiries in English and French, providing accurate information about products and services
- Utilized multiple computer systems to access customer accounts, process payments, and update account status
- Communicated effectively with other departments throughout the organization to ensure seamless service delivery
- Documented customer correspondence in CRM to track requests, problems, and solutions
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Engaged in customer conversations to understand needs, resolve issues, and answer product questions
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
- Ensure confidentiality in the management of information
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services
- Collaborated with other departments to escalate issues as necessary and provide solutions
- Stayed updated on product knowledge and company policies to provide the most relevant information to customers
- Achieved individual performance goals set by leadership, including but not limited to response times and customer satisfaction ratings
Bilingual Technical Support
Kelly Connect
United States
07.2023 - 01.2024
- Providing technical support and resolving client issues in multiple languages (French and English) to meet the diverse linguistic needs of our clients
- Respond to customer inquiries, resolve complaints, and provide solutions to ensure customer satisfaction in mobile software troubleshooting
- Provide bilingual technical support, troubleshooting assistance, and resolution of issues related to products and services
- Incorporating detailed information about products, services, pricing, and availability into the language of the customer's choice
- Ensure customers' issues have been resolved satisfactorily and collect feedback on their experience
- Guides, tips, and advice on the use, features, and benefits of the product, as well as providing answers to frequently asked questions
- Delivering high-quality service while demonstrating professionalism, empathy, and active listening skills in both languages
Trilingual Customer Service Manager
Carlsky International Trading Tech Co, Ltd
Nanjing, China
12.2020 - 05.2023
- Ensured prompt resolution of customers' inquiries via phone, email, and chat support channels
- Developed and implemented strategies for providing an excellent customer service experience
- Evaluated the overall effectiveness of existing customer service policies and procedures and recommended changes as necessary
- Took inbound calls to address customer's concerns queries and recommendations
- Processed documentation and troubleshot discrepancies to build client rapport
- Directed customer communication to appropriate department personnel
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue
Education
Diploma - Cybersecurity
ABM College
02.2025
Industrial Personnel Apprenticeship Program - Trading
Lokken College
Edmonton, AB04-2024
Ujima Fellowship Program - Leadership Development
NAIT
Edmonton, AB03-2024
Masters Degree - Environmental Science and Engineering
Hohai University
Jiangsu, China06-2020
BSc Degree - Chemistry
University of Yaoundé 1
Yaounde, Cameroon06-2013
Skills
- Environmental scanning
- Content analysis
- Professionalism
- Microsoft Office Tools
- Adaptability
- Technical training
- Time management abilities
- Learning management systems
- Teamwork and collaboration
- Problem-solving
- IEP development
- Excellent communication
- Organizational skills
Languages
English
Native or Bilingual
French
Native or Bilingual
Chinese (Mandarin)
Full Professional
Certification
- Forklift Certification
- First Aid Certification
- Alberta Driver's License
- CPR/AED Certification
- Google IT Certificate
- AI Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 100% by introducing Glance and Smartlook to help customer to Netfile their taxes.
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Bilingual Tax Expert
Intuit
01.2026 - Current
Flex Learning Specialist -Intuit - Bilingual ENG-FR
Intuit
02.2025 - 01.2026
Bilingual Customer Service Representative
Intuit
07.2024 - 02.2025
Bilingual Technical Support
Kelly Connect
07.2023 - 01.2024
Trilingual Customer Service Manager
Carlsky International Trading Tech Co, Ltd
12.2020 - 05.2023
Diploma - Cybersecurity
ABM College
Industrial Personnel Apprenticeship Program - Trading
Lokken College
Ujima Fellowship Program - Leadership Development
NAIT
Masters Degree - Environmental Science and Engineering
Hohai University
BSc Degree - Chemistry
University of Yaoundé 1