- Crafting and DIY Projects
- I enjoy helping others and giving back to the community
- Youth Development Programs
- Gym Workouts
- Outdoor Recreation
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Swimming
Tracy Umutoni
Ottawa
Summary
Detail-oriented and customer-focused professional with over five years of experience in administrative support, customer service, and resource management. Proven ability to resolve customer issues, train teams, and improve organizational efficiency. Fluent in English and intermediate in French. Adapts well to dynamic environments and consistently delivers exceptional results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Resource Associate
MSI Corp
09.2019 - 03.2023
- Streamlined internal communications to enhance office efficiency
- Delivered performance and compensation reports with actionable improvement recommendations
- Trained and supported a team of employees, leading to increased productivity and morale
- Advocated for staff by resolving conflicts and fostering a collaborative work environment
Customer Service Representative
Atelka
05.2018 - 04.2019
- Resolved 95% of customer complaints during the first interaction, improving satisfaction rates
- Provided detailed product recommendations and arranged appointments to meet customer needs
- Built customer loyalty through personalized service and proactive problem-solving
Receptionist
Marriott Hotel
01.2017 - 02.2018
- Welcomed guests and managed appointments, ensuring seamless customer experiences
- Coordinated clerical tasks, including document management and mail distribution
- Answered high-volume calls efficiently, directing inquiries to the appropriate departments
Education
Bachelor of Social Sciences - International Development and Globalization
University of Ottawa
Ottawa, ON06.2025
High School Diploma -
Lycée Notre Dame de Citeaux
11.2016
Skills
- Conflict resolution
- Complaint handling
- Loyalty program promotion
- Report preparation
- Performance evaluation
- Multi-line phone system management
- Conducting orientations
- Training
- Retention program development
- Database maintenance
- Remote conferencing
- Clerical support
Accomplishments
- Spearheaded a training program at MSI Corp that improved team efficiency by 20% within six months.
- Successfully resolved over 95% of customer complaints during the first interaction at Atelka, earning recognition for exceptional customer service.
- Developed and implemented a performance tracking system at MSI Corp, enhancing employee accountability and productivity.
- Facilitated seamless hotel operations as a receptionist at Marriott Hotel, achieving a 98% guest satisfaction score during peak seasons.
- Received Employee of the Month recognition twice at MSI Corp for outstanding contributions to team success and client satisfaction.
Additional Information
Actively engaged in continuous learning through reading and professional development., Passionate about fostering strong client relationships and driving team success.
Languages
Certification
- Smart Serve Certificate
- TCPS2 Certificate
- GBA Plus Certificate
- Certified Customer Service Professional-CCSP
- Microsoft Office Specialist-MOS
- Project Management Basics Certification-PMI
Interests
Timeline
Resource Associate
MSI Corp
09.2019 - 03.2023
Customer Service Representative
Atelka
05.2018 - 04.2019
Receptionist
Marriott Hotel
01.2017 - 02.2018
High School Diploma -
Lycée Notre Dame de Citeaux
- Smart Serve Certificate
- TCPS2 Certificate
- GBA Plus Certificate
- Certified Customer Service Professional-CCSP
- Microsoft Office Specialist-MOS
- Project Management Basics Certification-PMI
Bachelor of Social Sciences - International Development and Globalization
University of Ottawa
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